Policy Service Officer II

Primary Details

Time Type: Full time



Worker Type: Employee

Provide customer service via phone calls & answer customer, Underwriter and/or agency’s questions regarding product, process, policy. May handle multiple processes. Responsible for supporting business areas by operating switchboard and connecting callers to the appropriate person, answer various billing inquiries and resolve issues with regards to billing questions in a timely manner.

Primary Responsibilities

• Ensure policies are followed and refer/escalate where appropriate
• Comply on provided legislations, industry codes, company policies and procedures.
• 100% Regulatory Compliance to the laws set by Region’s Government Body such as State Insurance Regulated Authority (SIRA) and Road and Maritime Service (RMS)
• 100% Compliance to mandatory general insurance requirements such as reading out Duty of Disclosure.
• 100% Compliance to security in handling credit cards by using Secure Pause.
• 100% Compliance to Privacy and Confidentiality Agreement.
• Establish and maintain a good working relationship with stakeholders
• Cooperate with other functions to answer customer/agency’s questions regarding product, process, policy etc.
• Consistently open minded, professional, polished, posed, and positive demeanor
• Process all calls related to product, process and policies and accomplish all reports as required to support multiple products in the said line of business
• Process all emails related to product, process and policies and accomplish all reports as required to support multiple products in the said line of business
• Properly assess completeness of documents received and provide solutions of incomplete
• Effectively manage premium objection when handling policy renewal of existing customers without risk of negatively impacting QBE brand.
• Provide new quotes to new business customers without risk of negatively impacting QBE brand
• Provide personalized and quality service to meet the expectations of internal and external customers
• Understand customer needs and goals an actively look for ways to meet them
• Follow agreed upon scripting to ensure customer intention is understood
• Ability to answer multiple lines, and accurately direct callers to minimize wait time.
• Route calls to appropriate end location as per procedures in a timely fashion.
• Answer basic questions about the company for callers who don’t need to be transferred to another extension.
• Communicate information in a clear, well-organized, and professional manner.
  
  
  
  

Required Education

• Bachelor's Degree or equivalent combination of education and work experience
  
  
  
  

Required Experience

• 1 year relevant experience
  
  
  
  

Preferred Competencies/Skills

• Excellent verbal and written communication skills
• Analytical and Problem solving skills
• Client relationship management skills
• Effective planning skills and time management
• Ability to quickly master the use of multiple IT applications (i.e. Guidewire, ANUBIS)
• Keen to details
• Administration and Organisation Skills
  
  
  
  

Preferred Experience

• call center experience within the insurance and/or banking industry; billing experience and increasing level of responsibility
  
  
  
  

Preferred Knowledge

• Excellent customer service focus
• Proficiency in MS tools
• Basic knowledge on Insurance is preferred
  
  
  
  

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.
  
  
  
  

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.
  
  
  
  

Skills:

Analytical Thinking, Communication, Critical Thinking, Customer Value Management, Insurance Underwriting, Intentional collaboration, Managing performance, Policy Management, Presenting with Impact, Pricing Strategies, Problem Solving, Regulatory Compliance, Risk Management, Stakeholder Management, Strategic Thinking

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.