Customer Service Representative - Licensed Agent

Looking to grow your career in the insurance industry? Explore QBE’s exciting Customer Service Licensed Agent opportunity.

About Us:

As one of the top 20 carriers worldwide, QBE is an integrated specialist insurer with 14,000 employees around the globe. Located in 37 countries, we’re operational in all key global insurance markets and are considered a leading underwriter within our chosen sectors. Known for our strong partnerships with high-caliber clients, we take great measures to attract and develop leading insurance professionals.

Located in Chandler, Arizona, our call center is seeking Customer Service Licensed Agents – one of the most important roles within our company. Our agents take pride in providing prompt, accurate and reliable service in our Personal Lines footprint. We promote a customer centric value proposition by de-commoditizing the insurance transaction through superior service, counsel and education for our insured’s, brokers and third-party clients. Our success is built up a culture of continuous improvement as well as employee empowerment and advancement that distinguishes QBE as an employer of choice in the call center industry.

What makes this opportunity unique?

• Position offers a positive work/life balance, as work hours are 6 am-6 pm PST, Monday through Friday – no weekend schedules required
• Competitive, non-commission based compensation as well as customizable benefits packages are available
• Training and development opportunities, and continuing education to maintain active Property & Casualty insurance licenses are provided

How can I make an impact?

• By facilitating the delivery of effective customer service through developing knowledge of department processes and procedures, engaging with policyholders, agents, mortgage companies and other customers as needed, and resolving inquiries to achieve established quality and productivity standards

What will I be responsible for owning each day?

• Customer Service Representative will Provide timely, accurate customer service by answering inbound calls, researching inquiries and responding to coverage, billing and policy related questions to meet service level agreements
• Customer Service Representative will Advise customers by recommending and/or cross-selling available coverages and products to inform on options to meet insurance needs
• Customer Service Representative will Resolve customer issues by maintaining accurate records of grievances and complaints, answering questions and escalating calls as required to ensure customer satisfaction and effectiveness of service
• Customer Service Representative will Ensure insurance policy alignment with key stakeholder needs by utilizing independent judgment to accurately place coverage based on individual clients’ risk exposure
• Customer Service Representative will Build customer service knowledge by taking personal initiative for learning additional processes and client-specific procedures to support customers in secondary areas and provide comprehensive, well-informed responses to inquiries
• Customer Service Representative will Support the achievement of productivity standards by managing a high volume of incoming calls from multiple key stakeholders and processing related activities arising from incoming requests to meet business needs and achieve service level agreements
• Customer Service Representative will Contribute to a positive work environment by demonstrating QBE values, cultural expectations and influencing others to reward performance and value a “can do” attitude

What experience do I need?

• 1+ year customer service/operations experience in a call center environment within an insurance organization
• High school diploma or GED
• Active/valid Property & Casualty Arizona insurance license
• Bilingual proficiency – fluency in Spanish (written and verbal communication) –is a plus

What knowledge, skills, and abilities are most critical to my success?

• Principles and processes for providing customer service, including customer needs assessment, meeting quality standards for services and evaluation of customer satisfaction
• Working knowledge of relevant systems and tools, including carrier management systems
• Basic knowledge of Property & Casualty insurance products and underwriting in all states, including policy and contract language
• Understand customer needs and goals actively look for ways to meet them including re-writing of existing policies or coverage
• Communicate information in a clear, well-organized, and professional manner – and escalate issues as/when necessary
• Encourage and build mutual trust, respect, and cooperation among team members – support diversity and inclusion across the organization
• Follow established guidelines to focus on details and complete tasks accurately and thoroughly
• Show empathy and sensitivity to the experience of others, particularly customers
• Professional, polished, positive, and supportive demeanor
• Demonstrated interest in enhancing knowledge and continuous improvement; seeks opportunities to learn and grow
• Adapt and be flexible in a high volume, fast paced call center environment; multi-task and handle competing priorities