Claims Service Officer - 2

Customer Service Representative

This role is responsible for managing frontline customer contacts (various media) and undertaking the appropriate action to resolve the customer's concern (respond to simple queries, transfer call to correct department, triage call to claim handler). This role is responsible for keeping service levels within target.

Primary Responsibilities:

• Ensure compliance with QBE policies, procedures and relevant legislations and regulations
• Adherence to triage/ transfer guidelines
• Provide feedback to claims handler on necessary action/ activity on claim
• Maintain effective communication with customers
• Accurately and completely respond to customer's queries on claims/ on a specific claim
• Settle fast track claims where invoices are already made available by customer at the onset.
• Identify recovery opportunities on claims
• Identify suspicious or potentially fraudulent claims in accordance with QBE fraud indicators. Refer these claims to the Fraud Investigations team.
• Control the call to ensure efficiency in call handling

Required Education: Bachelor's Degree or equivalent combination of education and work experience

Preferred Competencies/Skills:

• Customer service skills
• Proficiency in MS tools
• Analytical and negotiation skills
• Excellent verbal and written communication skills (English)
• Preferably with Case Management Skills

Preferred Licenses/Certifications:

• Abbreviated Injury Scale (AIS) certification is preferred but can also be taken as part of training

Preferred Knowledge:

• Basic Knowledge of Insurance
• Basic Knowledge of Customer Service

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.

Skills:

• Analytical Thinking
• Claims Administration
• Claims Resolution
• Collaboration Tools
• Communication
• Critical Thinking
• Customer Service
• Customer Value Management
• Financial Advising
• Intentional collaboration
• Managing performance
• Process Compliance
• Process Improvements
• Risk Management
• Stakeholder Management

How to Apply:

To submit your application, 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.