Primary Details

Time Type: Full time

Worker Type: Employee

The Opportunity

This role is responsible for supporting internal and external customers by responding to claims file inquiries, typically low cost and/or low complexity claims, escalating issues as necessary, maintaining accurate documentation and following established guidelines to ensure alignment with corporate objectives and achieve department success.

Primary Responsibilities

• Provide basic claims customer service support by answering inbound calls as needed, responding to basic claims file inquiries and escalating issues to appropriate claims staff to contribute to customer satisfaction and effectiveness of service
•Assist in low dollar and/or less complex claims handling by gathering and evaluating relevant information, mailing claims items, maintaining accurate documentation, tracking claims files and resolving outstanding issues to ensure alignment with corporate standards and government regulations
•Support internal and external customers by processing and balancing check registries, understanding claims processes and procedures, following established guidelines and identifying opportunities for process improvement to align individual performance with department objectives
•Communicate claims file status and details by sharing relevant information with claimants, insured parties, vendors, specialists, agents and other employees as needed and verifying data to support delivery of effective customer service
•Cultivate claims support skills and knowledge by seeking advice and guidance of peers and participating in cross-training as required to learn additional processes and increase personal effectiveness
•Settle claims as outlined in company policies and procedures
•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

• 1 year relevant experience

Preferred Competencies/Skills

• Identify and locate information and facts which are necessary and relevant for the purposes of evaluating a claim
•Assume a methodical approach to evaluate situations
•Manage and prioritize competing responsibilities concurrently and effectively
•Provide personalized and quality service to meet the expectations of internal and external customers
•Effectively manage one’s own time
•Complete tasks attentively and thoroughly with attention to detail
•Utilize established procedures to guide decision-making
•Maintain a professional, poised and positive demeanor
•Willingness to assist others beyond the call of duty

Preferred Experience

• Experience in the insurance industry or a call-center environment

Preferred Knowledge

• Working knowledge of basic computer hardware and software, Microsoft Office Suite and database systems
•Principles and processes for providing customer service including meeting quality standards for services and evaluation of customer satisfaction
•Working knowledge of industry best practices and policies


The Opportunity

We can never really predict what’s around the corner, but at QBE we’re asking the right questions to enable a more resilient future by helping those around us build strength and embrace change to their advantage. 

We’re an international insurer that’s building momentum towards realizing our vision of becoming the most consistent and innovative risk partner. 

And our people will be at the center of our success. We’re proud to work together, and encourage each other to enable resilience for our customers, our environment, our economies and our communities. 

With more than 12,000 people working across 27 countries, we’re big enough to make a real impact, but small enough to provide a friendly workplace, where people are down-to-earth, passionate, and kind. 

We believe this is our moment: What if it was yours too? 

Your career at QBE — let’s make it happen! 

https://www.linkedin.com/company/qbe-north-america/ 

US Only - Travel Frequency

• NA

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 offi