Claims Payable Support Representative

Time Type: Full time Worker Type: Employee Provides accurate payments to our customers for authorized claims, utilizing online banking systems. Support internal and external customers by responding to claim payment inquires, maintaining accurate documentation and following established guidelines to ensure alignment with corporate objectives and achieve department success.

• Provide claims customer service support by answering inbound calls as needed, responding to claim payment inquiries and escalating issues to appropriate claims staff to contribute to customer satisfaction.
• Handle claim payments by gathering and evaluating relevant information, maintaining documentation, tracking claim files and resolving outstanding issues to ensure alignment with corporate standards and government regulations.
• Support internal and external customers by processing claim payments, balancing bank registries, understanding claims processes and procedures, following established guidelines and identifying opportunities for process improvement to align individual performance with department objectives.
• Communicate claims payment status and details by sharing only relevant information with claimants, insured parties, vendors, repair facilities, agents and other employees as needed and verifying data to support delivery of effective customer service.
• Process electronic claim payments to repair facilities, vendors, and contract holders.
• Access and review payments made in the claim bank accounts to ensure accuracy.
• Obtain information on behalf of customers by placing outbound calls as needed.
• Cultivate claims support skills and knowledge through teamwork and collaboration with peers and participating in cross-training to learn additional processes and increase personal effectiveness.
• Build customer service knowledge by taking initiative for learning additional processes and client-specific procedures to support customers and provide comprehensive, well-informed responses to inquiries.
• Maintain a strong knowledge base of all processes to complete peer reviews to provide feedback on the quality of the work to the manager/supervisor to ensure that processes are being followed.
• Assist with the identification of training needs and work in special projects to provide input for the support and the development of training materials to encourage a one-way of working.
• Perform other duties as needed.

• Automotive knowledge

Preferred Experience

• Experience in the insurance industry
• Experience in a call-center environment
• Experience in automotive accounts payable or a warranty clerk

Preferred Knowledge

• Working knowledge of 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
• Working knowledge of accounting practices
• Working knowledge of vehicle service contract (VSC) and mechanical breakdown insurance (MBI)
• Basic knowledge of automotive part descriptions and part numbers
• Basic knowledge of dealership invoices/repair orders and billing

About QBE