Customer Support Officer

Primary Details

Time Type: Full time



Worker Type: Employee

This role is responsible for managing third parties from initial stage of recovery in motor and property claims to performing collection of complex monies for a broad range of clients (i.e. insurance and commercial) in a proactive and cost effective manner, whilst understanding and delivering on their expectations.

Primary Responsibilities

• Contact third parties (individuals and companies) involved in a motor vehicle or property claim with a QBE customer to get their version of events and determine the liable party.
• Recognition of significant credit risks and escalation of these matters are critical.
• Develop efficient and economic recovery strategies to clients within agreed timeframes
• Build and maintain professional relationships with a broad range of clients (i.e. insurance and commercial) to obtain required approvals on recommendations
• Deliver customer focused solutions in order to obtain the best outcome for the client in recovering monies
• Understand and promote the service offerings of QBE Recoveries including knowing “the client” you are collecting monies for (i.e. insurance and commercial clients)
• Represent “the client” in a professional and commercial manner with a view of recovering monies and achieving the financial outcomes required
• Ensure compliance with QBE policies, procedures and relevant legislations.
• Provide feedback on ‘Policy, Process and Procedures’ in order to promote improvements Required Education
• Bachelors Degree or equivalent combination of education and work experience Required Experience
• 3 years relevant experience Preferred Competencies/Skills
• Strong communication and negotiation skills
• Relationship management skills
• Problem solving skills
• Ability to priorities workload to meet deadlines and achieve all KPIs
• Ability to review a debt and develop a collection strategy using the tools, policies and practices within Austral Preferred Experience
• Accounts Receivable knowledge/experience a plus
• Strong attention to detail, goal oriented
• Knowledge of Billing and Collections procedures
• Preferably with insurance experience
• Must have experience supporting a debt collections account for at least a year and or high volume corporate collections experience
• Knowledge in Australia road rules and liability decisions Preferred Knowledge
• Knowledge of legal process in debt collection
• Strong customer service focus QBE Cultural DNA
• Everything we do at QBE is underpinned by our DNA (which interlinks seven cultural elements) – because we know its not just what we do that matters, its 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-focused
• We are technical experts
• We are inclusive
• We are fast-paced
• We are courageous
• We are accountable
• We are a team
• All employees are expected to adhere to QBE’s Code of Ethics and Conduct and apply sound risk management practices 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. 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.
  
  
  
  

Skills:

Analytical Thinking, Claims Administration, Claims Resolution, Collaboration Tools, Communication, Critical Thinking, Customer Service, Customer Value Management, Financial Advising, Intentional collaboration, Managing performance, Process Compliance, Process Improvements, 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.

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