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Customer Service Associate, Licensed Agent - Westwood in West Hills at QBE

Date Posted: 7/20/2018

Job Snapshot

  • Employee Type:
  • Location:
    West Hills
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

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 from assigned queues, researching issues, clarifying and resolving customer inquiries and recording notes in customer accounts
• Obtain insurance information on behalf of clients by placing outbound calls to agents, carriers, or borrowers as assigned and entering collected data to achieve productivity and quality metrics and ensure account information is complete, accurate and current
• Resolve customer issues by 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
• Advise new associates by answering questions, ensuring adherence to established guidelines and providing support and assistance as required to contribute to achievement of customer service objectives
• Build customer service knowledge by taking initiative for learning additional processes, queues 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 expectations
• 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
• Support QBE values in personal work behaviors, decision-making, contributions and interpersonal interactions; manage own career development by soliciting feedback and valuing other perspectives

Required Qualifications
Education: High School Diploma/GED

Experience: 2 years relevant experience
Licenses/Certifications: Property & Casualty insurance license

Preferred Qualifications
Education: NA

Experience: Property & Casualty insurance license

Licenses/Certifications: NA

• Principles and processes for providing customer service, including customer needs assessment, meeting quality standards for services and evaluation of customer satisfaction
• Terminology, function and fundamental capabilities of common computer, software
• Basic knowledge of Microsoft Word, Excel and Outlook
• Intermediate working knowledge of relevant systems and tools utilized in area of responsibility, including carrier management systems
• Intermediate knowledge of Property & Casualty insurance products and underwriting in all states, including policy and contract language

• Rewrite/generate new policies
• Follow established guidelines to focus on details and complete tasks attentively and thoroughly
• Quickly and accurately perform data entry; keep logs, records, and files up-to-date and readily accessible
• Utilize effective 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
• Retain customer accounts via re-write of existing policies or coverage
• Escalate issues when necessary

• Adhere to assigned schedule and demonstrate punctuality and consistent attendance
• 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
• Demonstrate 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

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 pounds.

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.

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.