Primary Details

Time Type: Full time

Worker Type: Employee

Provide technical and functional leadership to the Recovery Referral Intervention team—specifically in ensuring performance metrics are met, ensuring team processes and practices are compliant to policies and procedures and that team members are developed. Act as a business partner with the AO team to enhance business processes and strategies.

Primary Responsibilities • Customer/Client Focus • Accuracy of liability decisions on claims • Quality of third party contacts and getting results from these interactions • Provide regular coaching and avenues of development to the team members • Provide support to the motor and property claims teams by communicating with third parties at stage 1. Establish and maintain a good working relationship with stakeholders • Manage workforce availability • Monitor SLAs and ensure the team meets them. •Ensure team’s compliance with QBE and GSSC policies, procedures and relevant legislations • Maintain product, system and process knowledge • Contribute to the refinement of processes and procedures to improve systems and procedures • Recognition of significant credit risks and escalation of these matters are critical • Participate in business planning sessions to influence the decisions and changes to process •Establish and maintain a good working relationship with stakeholders, including agents, brokers, and CRM’s. • Work with clients as it pertains to relaying proper expectations for the collections process. • Create a customer-oriented/focused mindset and be challenged to improve standards and increase business through exceptional customer service and care. • Resolve escalated complaints in a timely fashion • Provide regular coaching and avenues of development to the team members • Ensure your team’s understanding of the KPIs of the business and manage performance to meet targets • Drive and support high engagement of all staff •Work with stakeholders to maximize opportunities, and achieve operations and service targets • Manage a set of Third Party at Fault claims and determine liability within specified turnaround times. • Complete understanding of the pertinent collection regulations in various regions in Australia. • Correspond with debtor on behalf of our clients in writing and by telephone (inbound and outbound). • Audit incoming payment transactions to direct/confirm to the accounting area proper rates to charge for financial posting to the accounts. Required Education • Bachelor's Degree or equivalent combination of education and work experience Required Experience • 3 years relevant experience Preferred Competencies/Skills • Proficiency in MS tools • Customer service and collections skills • Excellent verbal and written communication skills (English) • Leadership and people management skills • Well developed inter-personal skills • Negotiation skills • Problem solving and decision making capability • Effective analytical, planning and time management skills • Effective time management skills; able to prioritize work and operate under pressure • Call Handling Skills • Analyze pertinent documents to determine the best course of action and validate amounts due • Strong attention to detail, goal oriented • PMP rating of 3 and above Preferred Knowledge • Broad knowledge of customer service • Basic knowledge of the insurance business • Knowledge of debt recovery and collections guidelines and processes • Good knowledge of QBE’s desktop applications • Knowledge in Australia road rules and liability decisions QBE Cultural DNA • Everything we do at QBE is underpinned by our DNA (which interlinks seven cultural elements) – because we know it's not just what we do that matters, it's 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 Settlement, Communication, Conflict Resolution, Critical Thinking, Customer Service, Data Privacy, Insurance Claims Processing, Intentional collaboration, Managing performance, Negotiation, Process Improvements, Project Delivery, Risk 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.