Claims Support Representative

About the role

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.

Responsibilities

• Provide claims customer service support by answering inbound calls, responding to basic claims file inquiries, and escalating issues to appropriate claims staff.
• Build customer service knowledge by learning additional processes, queues, and client‑specific procedures to provide comprehensive, well‑informed responses.
• Assist in claims handling by gathering and evaluating relevant information, mailing claims items, maintaining accurate documentation, tracking claims files, and resolving outstanding issues.
• 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.
• Communicate claims file status and details by sharing relevant information with claimants, insured parties, vendors, specialists, agents, and other employees, verifying data to support effective customer service.
• Cultivate claims support skills and knowledge by seeking advice from peers, participating in cross‑training, and learning additional processes.
• Assist with identifying training requirements for assigned projects and business units by providing input to training plans, supporting material development, and participating in training.
• Obtain insurance information on behalf of clients by placing outbound calls to agents, carriers, or borrowers, entering collected data to meet productivity and quality metrics.
• Identify risks to change implementation by supporting coordination and execution of user acceptance testing for upcoming process changes.

Requirements

• High School Diploma or GED (required).
• At least 1 year of relevant experience.

Preferred Experience & Knowledge

• Experience in the insurance industry or a call‑center environment.
• Work experience in a paperless environment.
• Working knowledge of basic computer hardware and software, Microsoft Office Suite, and database systems.
• Understanding of customer service principles, quality standards, and industry best practices.

Skills

• Claims administration and document management.
• Effective communication and customer service.
• Critical thinking, problem solving, and risk assessment.
• Detail‑oriented data entry.
• Time management, prioritization, and ability to manage competing responsibilities.
• Professional, poised, and positive demeanor with willingness to assist others.
• Proficiency with Microsoft applications.

Compensation

The salary range for this role is $21.75‑$32.50 per hour. Final offers consider role complexity, location, education, and experience. Eligible employees may participate in QBE’s annual discretionary bonus plan.

Benefits

• Hybrid working – a mix of remote and office work.
• 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 coaching, gym membership, confidential counseling, financial and legal advice.
• Tuition reimbursement for professional certifications and continuing education.
• Employee Networks and community involvement opportunities.

Schedule

Full‑time employee position. Work arrangement is hybrid or remote, based in Texas, USA.