Primary Details

Time Type: Part time

Worker Type: Employee

Senior Claims Support Representative

• Location: Primary Sun Prairie -WI/ All Locations
• Work Arrangement: Hybrid  
• The salary range for this role is:  $23.75-45.00 per hour
• Part-time

The Opportunity

Support operational excellence, documentation integrity, and performance monitoring across North America Claims Support functions. You will be responsible for quality assurance, processing documentation, and data analysis, work processes transitions to offshore while embodying our core values of integrity, accountability, collaboration, innovation, and customer focus.

Your New Role:

Claims Support Oversight

• Monitor all Claims Admin functions to ensure consistency and compliance.
• Conduct monthly QA reviews and provide feedback on the claims admin team & report results to the Claims Operation Program Manager
• Update and analyze the Power BI Claims Admin Tracker weekly.
• Manage SharePoint Admin Claims Tracker data, including SLA and AHT edits.

Documentation & Process Management

• Create, update, and continuously maintain NA Claims Support Desktop Procedures (DTPs).
• Draft charter enhancements and QA guidelines to support evolving business needs.
• Continuously maintain DTPs post-creation.

Liaison & Collaboration

• Act as liaison between GSSC and NA:
  • Answer process-related questions.
  • Edit GSSC DTPs, ENOL Tool, and templates.
  • Attend capacity planning meetings.
  • Conduct annual GSSC DTP reviews.
• Lead transition of new tasks to GSSC:
  • Perform FTE/SLA analysis.
  • Collaborate with stakeholders.
  • Train GSSC Admin on transition task

Testing & Audit Prep

• Participate in UAT/PIV testing.
• Assist with preparation for annual audits

Required Education

• High School Diploma/GED

Required Experience

• 3 years relevant experience

Preferred Competencies/Skills

• Communicate information in a clear, well-organized, and professional manner
•Follow established guidelines to focus on details and complete tasks attentively and thoroughly
•Escalate issues when necessary
•Demonstrated interest in enhancing knowledge; seeks opportunities to learn and grow
•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
•work experience in a paperless environment

Preferred Knowledge

• Working knowledge of 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
•Working knowledge of accounting practices
•Working knowledge of vehicle service contract (VSC) and mechanical breakdown insurance (MBI)
 

Compensation Package: The salary range for this role is provided above. This is the national range for location(s) listed. The salary offer will be decided based on the role's complexity, its location, and the candidate’s professional background, including their education and experience. Beyond the base salary, regular full-time and part-time employees will also be eligible for QBE’s annual discretionary bonus plan based on business and individual performance. We encourage all candidates to apply, even if their salary expectations fall outside of this range, as we are committed to finding the right fit for our team. 

QBE Benefits: We offer a range of benefits to help provide holistic support for your work life, whatever your circumstances. As a QBE employee you will have access to: 

• Hybrid Working – a mix of working from home and in the office 

• 22 weeks of paid leave for family growth, with 12 weeks available to all parents on a gender-equal basis 

• Competitive 401(k) program with company match up to 8%