At QBE, we are always looking to connect with top talent - for current vacancies as well as for future opportunities. It is our aim to continuously build a strong candidate pipeline across all of our businesses and key locations in North America. Post submitting your interest to this specific hiring profile, our Recruitment Team will review your credentials and areas of expertise. Should there be a current or prospective opportunity that is commensurate with your career experience, we will contact you for an exploratory discussion. We appreciate your consideration of QBE as an employer of choice.
This position is accountable for supporting internal and external customers by responding to claims file inquiries, typically high cost and/or complex, escalating issues as necessary, maintaining accurate documentation and following established guidelines to ensure alignment with corporate objectives and achieve department success.Primary Responsibilities
* Provide claims customer service support by answering inbound calls as needed, responding to basic claims file inquiries and escalating issues to appropriate claims staff to contribute to customer satisfaction and effectiveness of service
*Lead high dollar and/or complex claims handling by gathering and evaluating relevant information, mailing claims items, maintaining accurate documentation, tracking claims files and resolving outstanding issues to ensure alignment with corporate standards and government regulations
*Support internal and external customers by processing and balancing check registries, understanding claims processes and procedures, following established guidelines and identifying opportunities for process improvement to align individual performance with department objectives
*Communicate claims file status and details by sharing relevant information with claimants, insured parties, vendors, specialists, agents and other employees as needed and verifying data to support delivery of effective customer service
*Lead various audits for specialty crops and/or high dollar claims analyzing claim errors and payout issues. Investigate all concerns to ensure compliance with established policies and procedures
*Participate in claims processor onboarding by sharing technical knowledge, recommending solutions to complex, escalated issues, training on department processes and procedures and demonstrating application of best practices to assist in development of new team members
*Cultivate claims support skills and knowledge by seeking advice and guidance of peers and participating in cross-training as required to learn additional processes and increase personal effectiveness
*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
* 4 years relevant experience
Preferred Competencies/Skills
* Identify and locate information and facts which are necessary and relevant for the purposes of evaluating a claim
*Assume a methodical approach to evaluate situations
*Manage and prioritize competing responsibilities concurrently and effectively
*Identify errors and arrive to an accurate resolution
*Provide personalized and quality service to meet the expectations of internal and external customers
*Effectively manage one's own time
*Complete tasks attentively and thoroughly with attention to detail
*Utilize established procedures to guide decision-making
*Maintain a professional, poised and positive demeanor
*Strong communications skills and the ability to work with difficult stakeholders
*Willingness to assist others beyond the call of duty
Preferred Education
* Associate's Degree or equivalent combination of education and work experience
Preferred Experience
* Experience with crop insurance and/or claim processing
Preferred Knowledge
* Working knowledge of basic computer hardware and software, Microsoft Office Suite and database systems
*Principles and processes for providing customer service including meeting quality standards for services and evaluation of customer satisfaction
*Working knowledge of industry best practices and policies
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-centred-We are technical experts-We are diverse-We are fast-paced-We are courageous-We are accountable-We are a teamAll 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.
Number of Openings:
0How 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.
Equal Employment Opportunity The companies of QBE North America are committed to equal employment opportunities. All qualified applicants will receive consideration for employment without regard to age, disability, marital or parental status, national origin, citizenship, race, color, religion, sex, sexual orientation, or veteran status. All personal information contained in this application will be kept confidential as required by law.
