Customer Support Specialist assisting clients with technical inquiries via phone and email. Collaborating with the team on customer escalations and industry standard Learnings.
About the role
- As a Customer Support Officer, manage collections for complex motor and property claims and maintain client relationships. Ensure compliance and develop economic recovery strategies for third parties.
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
Requirements
- Bachelor's Degree or equivalent combination of education and work experience
- 3 years relevant experience
- Strong communication and negotiation skills
- Relationship management skills
- Problem solving skills
- Ability to prioritise 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
- 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
- Knowledge of legal process in debt collection
- Strong customer service focus
Benefits
- Equal Employment Opportunity: QBE is an equal opportunity employer and is required to comply with equal employment opportunity legislation in each jurisdiction it operates.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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