Primary Details
Time Type: Full time
Worker Type: Employee
The purpose of this role is to input policy details accurately, provide technical support, and deliver exceptional customer service to support business objectives. This includes voice and back-office transactions.
Responsibilities:
- Deliver customer service excellence identifying customer needs, utilising product knowledge to offer appropriate solutions, products and services.
- Solve customer enquiries and provide solutions that adhere to underwriting guidelines.
- Raise, investigate, resolve, and/or escalate customer complaints as per policy.
- Maintain an up-to-date knowledge of and ensure compliance with all legislation, industry codes, QBE policies and procedures.
- Keep abreast with changes in the market and regulations to anticipate customer queries.
- Identify sales leads and follow up on sales opportunities in conversation with customers.
- Maintain product, system, and process knowledge.
- Establish and maintain a good working relationship with stakeholders.
- Process insurance quotations, new business, and renewals accurately.
- Assist customers experiencing hardship/in vulnerable situations.
- Manage emails received from Financial Ombudsman Services (FOS).
- Develop good working relationships with internal customers and stakeholders.
- Attend relevant product and skill courses to pass on key points to staff.
- Input data accurately for new business, renewals, cancellations, and endorsements.
Work Experience:
Necessary Work Experience includes:
- Relevant work experience required.
Preferred Work Experience includes:
- Some call centre experience in service industry, preferably with insurance, financial or retail industry.
- BPO experience and shifting schedules.
- Some BPO experience in Financial Services.
- Some experience in a similar role is an advantage.
- At least some sales experience.
- At least some BPO experience.
- Some experience in a Data Entry role.
- Some relevant working experience in administrative support/customer service function, preferably in General Insurance companies.
Qualifications:
Necessary Qualifications include:
- Tertiary Degree or equivalent combination of education and work experience.
Global Disclaimer:
The duties listed in this job description do not limit the assignment of work. They are not to be construed as a complete list of the duties normally to be performed in the position or those occasionally assigned outside an employee's normal duties. Our Group Code of Ethics and Conduct addresses the responsibilities we all have at QBE to our company, to each other and to our customers, suppliers, communities and governments. It provides clear guidance to help us to make good judgement calls.
US Only Disclaimer:
To successfully perform this job, the individual must be able to perform each essential job responsibility satisfactorily. Reasonable accommodations may be made to enable an individual with disabilities to perform the essential job responsibilities.
Skills:
Compliance Training, Critical Thinking, Customer Service, Customer Value Management, Detail-Oriented, Empathy, Industry Knowledge, Intentional collaboration, Managing performance, Policy Management, Pricing Strategies, Risk Management, Stakeholder Management, Strategic Leadership, Team Management
How to Apply:
To submit your application, click Apply and follow the step by step process.
Equal Employment Opportunity:
QBE is an equal opportunity employer and is required to comply with equal employment opportunity legislation in each jurisdiction it operates.
