Policy Service Officer I

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. 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

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

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.

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 Required Education

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

0-1 year relevant experience

Preferred Competencies/Skills

• Problem solving skills •Strong spoken and written English

Keen to details

Adaptable to change to a fast-pace environment

Administration and Organisation Skills

• Ability to multi task •Analytical and research 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, Critical Thinking, Data Entry, Data Quality, Insurance Underwriting, Intentional collaboration, Managing performance, Policy Administration, Policy Compliance, Policy Management, Prioritization, Regulatory Compliance, Risk Assessments, Risk Management, Stakeholder Management

How to Apply:

To submit your application, follow the step by step process.