Primary Responsibilities:

• Provide timely, accurate customer service by answering inbound calls, researching inquiries and responding to coverage, billing and policy related questions to meet service level agreements
• Advise customers by recommending and/or cross-selling available coverages and products to inform on options to meet insurance needs
• Resolve customer issues by maintaining accurate records of grievances and complaints, answering questions and escalating calls as required to ensure customer satisfaction and effectiveness of service
• Ensure insurance policy alignment with key stakeholder needs by utilizing independent judgment to accurately place coverage based on individual clients’ risk exposure
• Build customer service knowledge by taking personal initiative for learning additional processes and client-specific procedures to support customers in secondary areas and provide comprehensive, well-informed responses to inquiries
• Support the achievement of productivity standards by managing a high volume of incoming calls from multiple key stakeholders and processing related activities arising from incoming requests to meet business needs and achieve service level agreements
• Contribute to a positive work environment by demonstrating cultural expectations and influencing others to reward performance and value “can do” people, accountability, diversity and inclusion, flexibility, continuous improvement, collaboration, creativity and fun
• Support QBE values in personal work behaviors, decision-making, contributions and interpersonal interactions; manage own career development by soliciting feedback and valuing other perspectives

Experience / Knowledge / Skills / Abilities:

• 1+ year of relevant experience  in Customer Service; operations; call center and insurance industry experience

• High School Diploma/GED

• Property & Casualty insurance license is mandatory
• Bilingual (Spanish speaking is strongly preferred)
• Bilingual capability (speaks, reads, writes in English and Spanish at a level that can communicate with clients and other professionals).  Compensation differential will apply to those candidates with proven fluency in Spanish.
• Principles and processes for providing customer service, including customer needs assessment, meeting quality standards for services and evaluation of customer satisfaction
• Basic working knowledge of relevant systems and tools utilized in area of responsibility, including carrier management systems
• Terminology, function and fundamental capabilities of common computer, software, information and communication technology devices, components, and concepts
• Basic knowledge of Property & Casualty insurance products in all states, including policy and contract language
• Basic knowledge of Property & Casualty underwriting for product areas of responsibility
• Keep call logs, records, and files up-to-date and readily accessible
• Apply research and investigative techniques
• Understand customer needs and goals actively look for ways to meet them
• Communicate information in a clear, well-organized, and professional manner
• Encourage and build mutual trust, respect, and cooperation among team members
• Follow established guidelines to focus on details and complete tasks attentively and thoroughly
• Retain customer accounts via re-write of existing policies or coverage
• Escalate issues when necessary
• Show empathy and sensitivity to the experience of others
• Positive, pleasant and supportive disposition towards co-workers and colleagues
• Professional, polished, poised and positive demeanor
• Demonstrated interest in enhancing knowledge; seeks opportunities to learn and grow
• High attention to detail
• Adapt and be flexible in a complex changing environment; multi-task and handle competing priorities
• Complete required continuing education to maintain active Property & Casualty insurance license