Customer Service Associate - Licensed Agent

Facilitate delivery of effective customer service by developing knowledge of department processes and procedures, answering and placing calls to policyholders, agents, mortgage companies and other customers as needed and resolving inquiries to achieve established quality and productivity standards.

Primary Responsibilities:

• 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
• 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
• Support QBE values in personal work behaviors, decision-making, contributions and interpersonal interactions; manage own career development by soliciting feedback and valuing other perspectives

Experience / Knowledge / Skills / Abilities:

• 1+ year of relevant experience in Customer Service; operations; call center and insurance industry experience

• High School Diploma/GED

• Property & Casualty insurance license is mandatory
• Bilingual (Spanish speaking is strongly preferred)
• Bilingual capability (speaks, reads, writes in English and Spanish at a level that can communicate with clients and other professionals). Compensation differential will apply to those candidates with proven fluency in Spanish.
• 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
• 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