Primary Details

Time Type: Full time

Worker Type: Employee

Provide technical support to the team and assistance to the team leader by being the subject matter expert on the process he/she handling.

Primary Responsibilities Provide recommendations on business improvement (e.g. opportunity on TAT/SLA)Maintain product system and process knowledge Ensure compliance with QBE policies procedures and relevant legislationsEstablish and maintain a good working relationship with stakeholders Resolve escalated complaints in a timely mannerProvide Subject Matter Expertise on all product and processes Allocate workload Manage workflow and ad-hoc requests including performance dashboards and KPIs Assist CSOs in processing daily transactions Take and resolve escalations in relation to the process Prepare update and proof read new and existing process desktop procedures (DTPs) and reports Adherence to the policies Conduct peer review audit process based on the designed QA approach and frame work Manage workflow and ad-hoc requests including reporting performance dashboards and KPIs Conduct training needs of existing May mentor junior CSOs Required Education Bachelors Degree or equivalent combination of education and work experience Required Experience 3 years relevant experience Preferred Competencies/Skills Proficient verbal and written communication skills Proficiency in MS tools Excellent customer service focus Analytical and problem Solving skills Keen to details Administration and Organization skills Excellent interpersonal skills Adaptable to change in a high changing environment Presentation skills Preferred Experience Preferably with BPO experience and shifting schedules Preferred Knowledge Fundamental knowledge on customer service Basic knowledge on insurance preferred Must be a Register Nurse 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-focusedWe are technical expertsWe are inclusiveWe are fast-pacedWe are courageousWe are accountableWe are a teamAll employees are expected to adhere to QBEs 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 employees 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 Communication Critical Thinking Customer Service Decision Making Financial Advising Financial Products Insurance Underwriting Intentional collaboration Managing performance Negotiation Portfolio Management Pricing Strategies 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.