Customer Service Associate, Licensed Agent

Qualifications: * Provide timely, accurate customer service by answering inbound calls, researching inquiries and responding to coverage, billing and policy related questions to meet service level agreements
* Advise customers by recommending and/or cross-selling available coverages and products to inform on options to meet insurance needs
* Resolve customer issues by maintaining accurate records of grievances and complaints, answering questions and escalating calls as required to ensure customer satisfaction and effectiveness of service
* Ensure insurance policy alignment with key stakeholder needs by utilizing independent judgment to accurately place coverage based on individual clients' risk exposure
* Build customer service knowledge by taking personal initiative for learning additional processes and client-specific procedures to support customers in secondary areas and provide comprehensive, well-informed responses to inquiries
* Support the achievement of productivity standards by managing a high volume of incoming calls from multiple key stakeholders and processing related activities arising from incoming requests to meet business needs and achieve service level agreements
* Contribute to a positive work environment by demonstrating cultural expectations and influencing others to reward performance and value "can do" people, accountability, diversity and inclusion, flexibility, continuous improvement, collaboration, creativity and fun
* Support values in personal work behaviors, decision-making, contributions and interpersonal interactions; manage own career development by soliciting feedback and valuing other perspectives Performance Expectations: * Provide timely, accurate customer service by answering inbound calls, researching inquiries and responding to coverage, billing and policy related questions to meet service level agreements
* Advise customers by recommending and/or cross-selling available coverages and products to inform on options to meet insurance needs
* Resolve customer issues by maintaining accurate records of grievances and complaints, answering questions and escalating calls as required to ensure customer satisfaction and effectiveness of service
* Ensure insurance policy alignment with key stakeholder needs by utilizing independent judgment to accurately place coverage based on individual clients' risk exposure
* Build customer service knowledge by taking personal initiative for learning additional processes and client-specific procedures to support customers in secondary areas and provide comprehensive, well-informed responses to inquiries
* Support the achievement of productivity standards by managing a high volume of incoming calls from multiple key stakeholders and processing related activities arising from incoming requests to meet business needs and achieve service level agreements
* Contribute to a positive work environment by demonstrating cultural expectations and influencing others to reward performance and value "can do" people, accountability, diversity and inclusion, flexibility, continuous improvement, collaboration, creativity and fun
* Support QBE values in personal work behaviors, decision-making, contributions and interpersonal interactions; manage own career development by soliciting feedback and valuing other perspectives About Aerotek ULC: Aerotek ULC is a subsidiary of Aerotek® Inc., a leading provider of technical, professional and industrial recruiting and staffing services. Aerotek operates an international network of more than 200 non-franchised offices and 2,000 recruiters to identify, screen and select top talent. Aerotek is acting as an Employment Agency in relation to this vacancy.