Job description
Primary Details
Time Type: Full time
Worker Type: Employee
At QBE, our purpose is to give people the confidence to achieve their ambitions inside and outside of work. From development opportunities, to flexible work options and highly competitive reward and benefits packages, we understand the importance of living our values when it comes to our people. Everything we do at QBE is underpinned by our company’s cultural elements – because we know it's not just what we do that matters, it's how we do it that makes the difference.
This opportunity is accountable 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
Required Education
Required Experience
Preferred Competencies/Skills
Preferred Experience
Preferred Knowledge
QBE Cultural DNA
US Only - Travel Frequency
US Only - Physical Demands
US Only - Disclaimer
Job Type
Global Disclaimer
- 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
- Negotiate and settle claims (as required by line of business) within delegated authority 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
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 teamAll employees are expected to adhere to QBE’s Code of Ethics and Conduct and apply sound risk management practices
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 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.
Job Type
- Individual Contributor
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.
Compensation
Base pay offered will vary depending on, but not limited to education, experience, skills, geographic location and business needs
Hourly Salary Range: $20.00 - $27.25
AL, AR, AZ, Fresno, CA, CO (Remote), FL, GA, IA, ID, IL (Remote), IN, KS, KY, LA, MI, MN, MO, MS, MT, NC, ND, NE, NH, NV, OH, OK, OR, PA, SC, SD, TN, TX, UT, VA, VT, WI, WV and WY
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Hourly Salary Range: $22.00 - $30.00
CA (Remote, Irvine and Woodland), Greenwood Village CO, CT, Chicago IL, MA, MD, NY (Remote), RI, Houston TX and WA
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Hourly Salary Range: $24.00 - $34.00
San Francisco CA, NJ and New York City NY
Benefit Highlights
You are more than your work – and QBE is more than a workplace, which is why QBE provides you with the benefits, support and flexibility to help you concentrate on living your best life personally and professionally. Employees scheduled over 30 hours a week will have access to comprehensive medical, dental, vision and wellbeing benefits that enable you to take care of your health.
We also offer a competitive 401(k) contribution and a paid-time off program. In addition, our paid-family and care-giver leaves are available to support our employees and their families. Regular full-time and part-time employees will also be eligible for QBE’s annual discretionary bonus plan based on business and individual performance.
QBE recognizes that exemplary benefits extend beyond benefits coverage and compensation. Flexibility in your working environment is important to maintaining balance and QBE is dedicated to ensuring employees achieve personal and professional integration by providing the opportunity for hybrid work arrangements.
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.
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