Talent Pipeline: Customer Service Associate, Licensed Agent - Westwood

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At QBE, we are always looking to connect with top talent - for current vacancies as well as for future opportunities. It is our aim to continuously build a strong candidate pipeline across all of our businesses and key locations in North America. Post submitting your interest to this specific hiring profile, our Recruitment Team will review your credentials and areas of expertise. Should there be a current or prospective opportunity that is commensurate with your career experience, we will contact you for an exploratory discussion. We appreciate your consideration of QBE as an employer of choice.

The purpose of Customer Service Associate, Licensed Agent role is to facilitate delivery of effective customer service by developing knowledge of department processes and procedures, answering and placing calls to policyholders, agents, mortgage companies and other customers as needed and resolving inquiries to achieve established quality and productivity standards.
Primary Responsibilities
  • Provide timely, accurate customer service by answering inbound calls from assigned queues, researching issues, clarifying and resolving customer inquiries and recording notes in customer accounts
  • Obtain insurance information on behalf of clients by placing outbound calls to agents, carriers, or borrowers as assigned and entering collected data to achieve productivity and quality metrics and ensure account information is complete, accurate and current
  • Resolve customer issues by 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
  • Advise new associates by answering questions, ensuring adherence to established guidelines and providing support and assistance as required to contribute to achievement of customer service objectives
  • Build customer service knowledge by taking initiative for learning additional processes, queues 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 expectations
  • 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

Required Education
  • High School Diploma/GED

Required Experience
  • 2 years relevant experience

Required Licenses/Certifications
  • Property & Casualty insurance license

Preferred Competencies/Skills
• Follow established guidelines to focus on details and complete tasks attentively and thoroughly
• Quickly and accurately perform data entry; keep logs, records, and files up-to-date and readily accessible
• Utilize effective 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
• Retain customer accounts via re-write of existing policies or coverage
• Escalate issues when necessary
• Adhere to assigned schedule and demonstrate punctuality and consistent attendance
• 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
• Demonstrate 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

Preferred Experience
• Property & Casualty insurance license

Preferred Knowledge
• Principles and processes for providing customer service, including customer needs assessment, meeting quality standards for services and evaluation of customer satisfaction
• Terminology, function and fundamental capabilities of common computer, software
• Basic knowledge of Microsoft Word, Excel and Outlook
• Intermediate working knowledge of relevant systems and tools utilized in area of responsibility, including carrier management systems
• Intermediate knowledge of Property & Casualty insurance products and underwriting in all states, including policy and contract language

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 behaviors that link to our cultural elements:
•We are customer-centered
•We are technical experts
•We are diverse
•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 - Physical Demands
General office jobs: Work is generally performed in an office environment in which there is not substantial exposure to adverse environmental conditions. Must have the ability to remain in a stationary position for extended periods of time. Must be able to operate basic office equipment including telephone, headset and computer. Incumbent must be able to lift basic office equipment up to 20 lbs.

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.

Number of Openings:

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.