Customer Service Associate, Licensed Agent (Allentown)


: $36,180.00 - $53,850.00 /year *

Employment Type

: Full-Time


: Customer Service/Call Center

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  • Customer Service Associate, Licensed Agent

  • West Hills, CA, USA
  • Capable of rewriting or generating new policies as part of servicing functions. Deliver effective
    customer service through answering and placing calls to policyholders, agents, mortgage companies and other customers and resolving inquiries.

    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


    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.

  • Associated topics: call, client service, customer, customer care, guest, representative, service representative, support specialist, telephone, trouble resolution * The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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