Primary DetailsTime Type: Full time
Worker Type: Employee
Delivering exceptional customer service and resolving customer enquiries to assist in the profitable growth of the direct business portfolio by performing quotes, renewals, policy maintenance and problem solving and relationship building with direct customers
Primary Responsibilities
• Strategy and Planning
•Nil
•Policy, Process and Procedures
•Monitor and manage monthly budget are met
•Identify and implement ‘best practice’ risk control and process improvements
•Attend relevant product and skill course, maintain product, system and process knowledge and pass on relevant points to other employees
•Monitor, review and maintain underwriting guidelines, procedures, checklist suitable for product requirements
•Underwrite new and existing policies, complex risks within underwriting authority limits, organizational policy and underwriting standards
•Environmental Awareness/Customer Focus
•Assist customers with initial usage of products and ongoing problem resolution. Provide communication for development or enhancement of the products
•Review service and performance standards against expectations with direct customers. Focus on delivering excellent customer service and provide an enjoyable customer experience
•Investigate, resolve or escalate all customer complaints in a timely fashion
•Maintain and improve relationships and promote company image both internally and with direct customers
•Technical Performance
•Utilize product knowledge and demonstrate the necessary technique and skill and to resolve customer enquiries and perform the job
•Identify new business opportunities and self insurance prospects
•Accurately indicate trends by class of business to develop, present and negotiate direct customers’ requirements
•Build strong knowledge of current legislation, best practice, underwriting acceptance levels systems and guidelines
•Provide proper, adequate and effective underwriting risks records, either manually or electronically to ensure risks are managed
•People Management
•Nil
Preferred Competencies/Skills
• Customer service skills
• Presentation, communication, influencing and negotiation skills
• Analytical and problem solving skills
• Ability to deliver on agreed business targets
• Strong interpersonal skills and leadership skills
• Intermediate level of English language skills
Preferred Education Specifics
• Relevant tertiary or industry qualifications
Preferred Experience
• 2 years call center experience in service
• Customer service experience in sales, preferably in insurance underwriting/claims, financial or retail industry
• Established customer relationships
Preferred Knowledge
• Product knowledge
• Understanding of relevant market conditions
QBE Cultural DNA
• Everything we do at QBE is underpinned by our DNA (which interlinks seven cultural elements) – because we know it's not just what we do that matters, it's how we do it that makes the difference. We expect all employees to role model and inspire the right behaviours that link to our cultural elements:
•We are customer-focused
•We are technical experts
•We are inclusive
•We are fast-paced
•We are courageous
•We are accountable
•We are a team
•All employees are expected to adhere to QBE’s Code of Ethics and Conduct and apply sound risk management practices
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.
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.
Skills:
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.
What We Do
QBE Insurance Group is one of the world's top 20 general insurance and reinsurance companies, with operations in all the key insurance markets. QBE is listed on the Australian Securities Exchange and is headquartered in Sydney. We employ more than 11,000 people in 27 countries.
