Customer Support Officer - Insurance Admin - 3

Customer Service Representative

Provide customer service via phone calls and 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

Skills:

Administrative Support, Analytical Thinking, Critical Thinking, Customer Service, Insurance Underwriting, Intentional collaboration, Managing performance, Policy Administration, Policy Compliance, Policy Management, Prioritization, Regulatory Compliance, Risk Assessments, Risk Management, Stakeholder Management