Customer Care Representative Job at QBE
Primary Details
Time Type: Full time
Worker Type: Contingent Worker
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 facilitating delivery of effective customer service by developing knowledge of processes and procedures, answering and placing calls and resolving customer inquiries to achieve established quality and productivity standards.
Primary Responsibilities
Required Education
Required Experience
Preferred Competencies/Skills
Preferred Experience
Preferred Knowledge
- Provide timely, accurate customer service by answering inbound calls from assigned queues, researching issues, clarifying and resolving customer inquiries and recording notes in customer accounts to achieve call quality metrics and meet service level expectations
- Obtain insurance information on behalf of clients by placing outbound calls to agents, carriers, or borrowers as assigned and entering collected data to achieve productivity and quality metrics and ensure account information is complete, accurate and current
- Resolve customer issues by answering questions and escalating calls as required to ensure customer satisfaction and effectiveness of service
- Build customer service knowledge by taking initiative for learning additional processes, queues and client-specific procedures to support customers in secondary areas and provide comprehensive, well-informed responses to inquiries
- 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
- Follow established guidelines to focus on details and complete tasks attentively and thoroughly
- Quickly and accurately perform data entry; keep logs, records, and files up-to-date and readily accessible
- Utilize effective research and investigative techniques
- Understand customer needs and goals actively look for ways to meet them
- Communicate information in a clear, well-organized, and professional manner
- Encourage and build mutual trust, respect, and cooperation among team members
- Escalate issues when necessary
- Professional verbal Spanish language skills
- Adhere to assigned schedule and demonstrate punctuality and consistent attendance
- Show empathy and sensitivity to the experience of others
- Positive, pleasant and supportive disposition towards co-workers and colleagues
- Professional, polished, poised and positive demeanor
- Demonstrated interest in enhancing knowledge; seeks opportunities to learn and grow
Preferred Experience
- Experience in a customer service environment
- Experience in a call center environment
Preferred Knowledge
- Principles and processes for providing customer service, including customer needs assessment, meeting quality standards for services and evaluation of customer satisfaction
- Terminology, function and fundamental capabilities of common computer, software
- Basic knowledge of Microsoft Word, Excel and Outlook
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 behaviors that link to our cultural elements:
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 behaviors that link to our cultural elements:
We are customer-centered- We are technical experts
- We are diverse
- 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 - 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 - $29.10
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: $21.40 - $32.10
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: $24.20 - $36.30
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.
Application Close Date: 07/04/2023 11:59 PM
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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