Claims Support Representative

Claims Support Representative

Location: USA Texas

Work Arrangement: Hybrid or Remote

The salary range for this role is: $21.75-$32.50 per hour

The Opportunity

This role will support internal and external customers by responding to claims file inquiries, escalating issues as necessary, maintaining accurate documentation and following established guidelines to ensure alignment with corporate objectives and achieve department success.

Primary Responsibilities

Provide claims customer service support by answering inbound calls as needed, responding to basic claims file inquiries and escalating issues to appropriate claims staff to contribute to customer satisfaction and effectiveness of service

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

Assist in claims handling by gathering and evaluating relevant information, mailing claims items, maintaining accurate documentation, tracking claims files and resolving outstanding issues to ensure alignment with corporate standards and government regulations

Support internal and external customers by processing and balancing check registries, understanding claims processes and procedures, following established guidelines and identifying opportunities for process improvement to align individual performance with department objectives

Communicate claims file status and details by sharing relevant information with claimants, insured parties, vendors, specialists, agents and other employees as needed and verifying data to support delivery of effective customer service

Cultivate claims support skills and knowledge by seeking advice and guidance of peers and participating in cross-training as required to learn additional processes and increase personal effectiveness

Assist with the identification of training requirements for assigned projects and business units by providing input to the training plan, supporting the development of training materials and participating in the training for assigned projects as required

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

Identify risks to change implementation by supporting coordination and execution of user acceptance testing for upcoming process changes to ensure alignment of updates with desired outcomes

Required Education

High School Diploma/GED

Required Experience

1 year relevant experience

Preferred Competencies/Skills

Identify and locate information and facts which are necessary and relevant for the purposes of evaluating a claim

Assume a methodical approach to evaluate situations

Manage and prioritize competing responsibilities concurrently and effectively

Provide personalized and quality service to meet the expectations of internal and external customers

Effectively manage one's own time

Complete tasks attentively and thoroughly with attention to detail

Utilize established procedures to guide decision-making

Maintain a professional, poised and positive demeanor

Willingness to assist others beyond the call of duty

Preferred Experience

Experience in the insurance industry or a call-center environment

Work experience in a paperless environment

Preferred Knowledge

Working knowledge of basic computer hardware and software, Microsoft Office Suite and database systems

Principles and processes for providing customer service including meeting quality standards for services and evaluation of customer satisfaction

Working knowledge of industry best practices and policies

Compensation Package:

The salary range for this role is provided above. This is the national range for location(s) listed. The salary offer will be decided based on the role's complexity, its location, and the candidate's professional background, including their education and experience. Beyond the base salary, regular full-time and part-time employees will also be eligible for QBE's annual discretionary bonus plan based on business and individual performance. We encourage all candidates to apply, even if their salary expectations fall outside of this range, as we are committed to finding the right fit for our team.

QBE Benefits:

We offer a range of benefits to help provide holistic support for your work life, whatever your circumstances. As a QBE employee you will have access to:

• Hybrid Working a mix of working from home and in the office

• 22 weeks of paid leave for family growth, with 12 weeks available to all parents on a gender-equal basis

• Competitive 401(k) program with company match up to 8%

• Well-being program including holistic wellbeing coaching, gym membership, confidential counselling, financial and legal advice

• Tuition Reimbursement for professional certifications, and continuing education

• Employee Network and Community QBE actively supports six Employee Networks, and many ways to give back to your community

Why QBE?

At QBE, we're enabling a more resilient future for our customers, communities, environment, and for our people. We're building momentum to achieve something significant and know our people are at the center of our success.

Our industry offers interesting and varied careers where you can help people to protect what matters most. As part of the QBE team, you'll get to spend every day working with people who are passionate, talented and kind. And our international scale means we're big enough for your ambitions, yet small enough for you to make a real impact.

Join us now, so you can be part of our success and we can be part of yours!

Commitment to Diversity

QBE is committed to providing reasonable accommodation to, among others, individuals with disabilities and disabled veterans. If you need an accommodation because of a disability to search and apply for a career opportunity with QBE, please inform our Talent Acquisition team to let us know the nature of your accommodation request and your contact information.

Equal Employment Opportunity:

QBE provides equal employment opportunities to applicants and employees without regard to race; color; gender; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; protected veteran status; or disability or any other legally protected status.

Skills: Claims Administration, Communication, Critical Thinking, Customer Service, Data Entry, Detail-Oriented, Document Management, Insurance Claims Processing, Intentional collaboration, Managing performance, Microsoft Applications, Prioritization, Problem Solving, Risk Assessments, Time 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.