Customer Service Associate, Licensed Agent (Allentown)

Customer Service Associate, Licensed Agent

Primary Responsibilities

Rewrite or generate new policies

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

Advise customers by recommending and/or cross-selling available coverages and products to inform

on options to meet insurance needs

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

Ensure insurance policy alignment with key stakeholder needs by utilizing independent judgment to

accurately place coverage based on individual clients risk exposure

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

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

Knowledge of department processes 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 Qualifications

Education: High School Diploma/GED

Experience: 1 year relevant experience

Licenses/Certifications: Property & Casualty insurance license

Preferred Competencies/Skills

Rewrite/generate new policies

Keep call logs, records, and files up-to-date and readily accessible

Apply 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

Follow established guidelines to focus on details and complete tasks attentively and thoroughly

Retain customer accounts via re-write of existing policies or coverage

Escalate issues when necessary

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

High attention to detail

Adapt and be flexible in a complex changing environment; multi-task and handle competing priorities

Complete required continuing education to maintain active Property & Casualty insurance license

Preferred Qualifications - Education / Specifics

Experience

Customer service/operations experience

Call center experience

Insurance industry experience

Preferred Knowledge

Principles and processes for providing customer service, including customer needs assessment, meeting quality standards for services and evaluation of customer satisfaction

Basic working knowledge of relevant systems and tools utilized in area of responsibility, including carrier management systems

Terminology, function and fundamental capabilities of common computer, software, information and communication technology devices, components, and concepts

Basic knowledge of Property & Casualty insurance products in all states, including policy and contract language

Basic knowledge of Property & Casualty underwriting for product areas of responsibility

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-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 QBEs Code of Ethics and Conduct and apply sound risk management practices

Work environment

Travel frequency: NA

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.

Number of Openings:

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.