Role Overview
To act as a bridge between the transactional activities of the offshore processing teams and the Underwriters, Underwriting Assistants, Clients and Brokers who rely on those transactional services across both Insurance Administration and Credit Control activities. The role is responsible for developing and maintaining relationships with one or more Client/Broker organizations and ensuring that all operational issues are resolved in an efficient and effective manner. It also involves resolving complex queries that cannot be completed by the offshore team and continually developing the offshore team’s capability through general support and additional training.
Responsibilities
- Take full accountability for assigned Accounts, ensuring timely payment of outstanding premium and allocation of cash in the core systems.
- Escalate any debt or cash where a client experiences difficulties, either internally or externally, to ensure these are cleared at the earliest opportunity.
- Review broker statements, ensuring they are reconciled and queries identified and raised using the internal tools.
- Identify brokers with high volumes of queries, determine reasons for queries and develop strategies to eliminate the need for queries in collaboration with all parties concerned.
- Develop, maintain, and enhance process documentation and user guides following the Document Standards templates.
- Ensure quality and timely data capture across all processes is accurate, enabling effective management information.
- Analyse all processes and related data, highlighting areas of concern and proposing working solutions where applicable.
Qualifications
- A high level of numeracy and literacy.
- Customer service experience with good communication, negotiation and influencing skills.
- Experience using MS Office applications – Word, Excel, PowerPoint.
- Good understanding and ability to analyse detailed reports.
- Insurance and/or credit control experience within the Commercial/London Insurance market is preferable but not essential.
- An additional language would be advantageous but not essential.
Benefits
- 30 days holiday a year, with the option to buy up to 2 additional days.
- Flexible working – including part‑time, job share, and compressed hours.
- Pension – automatically enrolled into the QBE pension plan with employer contributions of 10% of basic salary.
- Private medical insurance – fully comprehensive cover for employee and family.
- Family friendly policies – 26 weeks leave at full pay regardless of gender identity, sexual orientation or how you become a parent.
- Short‑term remote work abroad – up to 20 days per year from designated locations.
- Sustainable investing – pension strategy meets net‑zero goal.
- Cycle‑to‑Work – benefit for regular exercise and greener commute, up to £5,000 value.
Location and Working Hours
Time Type: Full time
Worker Type: Employee
Location: Chelmsford / Hybrid.
Right to Work
Applicants must have the right to work in the UK as visa sponsorship is not available for this role.
Equal Employment Opportunity
QBE is an equal opportunity employer and is required to comply with equal employment opportunity legislation in each jurisdiction it operates.
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