Primary DetailsTime Type: Full timeWorker Type: EmployeeThe purpose of this role is to handle and address customer feedback, both positive and negative, in a timely and accurate manner, while adhering to industry standards and internal service level agreements.
Responsibilities:
- Ensure consistent interpretation and application of policies, processes, and tools to achieve team and Customer Relations objectives.
- Record all feedback, including complaints and compliments, in the Complaints Management System.
- Proactively maintain complaint cases with current information and detailed file notes.
- Ensure all complaint cases are within internal service level agreements and General Insurance Code of Practice timeframes.
- Record judgements and decision-making throughout the complaint case lifecycle.
- Identify and escalate potential systemic issues to the Manager Customer Care Unit.
- Identify opportunities to enhance products, services, or processes.
- Record all Continuous Improvement initiatives in the team register.
- Actively contribute to CCU and Customer Relations meetings, training, and events.
- Maintain strong and effective relationships with business units, partnerships, and other Customer Relations teams.
Work Experience:
Preferred Work Experience includes:
- Experience in front-facing customer service with first point resolution of complaints.
- Experience in a direct General Insurer or equivalent Wealth Management division.
Qualifications:
Preferred Qualifications include:
- Relevant ANZIF course, certificate, or diploma in General Insurance.
- Professional development in RG 146 accreditation.
- Professional development in Tier 2 General Insurance General Advice certification.
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.
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.
Skills:
Client Service Excellence, Communication, Critical Thinking, Customer Service, Customer Value Management, Detail-Oriented, Emotional Awareness, Industry Knowledge, Insurance Product Knowledge, Intentional collaboration, Managing performance, Policy Compliance, Policy Management, Risk Management, Stakeholder Management
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.
