Customer Service Executive – Direct Customers

1. Position Summary

The Customer Service Executive is responsible for providing comprehensive customer service and operational support to

prospective and existing direct customers of QPI's Personal Private Auto (PPA) insurance programs.

The position manages customer interactions throughout the insurance policy lifecycle, including inquiries, quotations,

risk evaluation, policy issuance, policy servicing, renewal follow-up, and customer retention activities.

The CSR is expected to deliver accurate, timely, and professional service while ensuring compliance with underwriting

guidelines, internal operating procedures, established Service Level Agreements (SLAs), and documentation

requirements.

The position plays a key role in maintaining operational efficiency, delivering positive customer experience, and

supporting the growth and retention of QPI's direct customer portfolio.

2. Key Responsibilities

• A. Customer Service and Communication

· Receive and manage inquiries from prospective and existing customers through telephone, WhatsApp, email,

and online forms.

· Provide accurate and timely information regarding insurance products, coverages, policy conditions, payments,

and applicable procedures.

· Ensure compliance with established response times and service standards.

· Document customer interactions, requests, commitments, and follow-up actions.

• B. Quotations and New Business

· Prepare insurance quotations based on customer information and applicable product guidelines.

· Review online quotation submissions, evaluate risk eligibility, and approve or release eligible quotations within

established underwriting authority.

· Follow up on outstanding quotations and assist customers throughout the

purchasing process.

· Identify opportunities to convert qualified prospects into new policyholders.

• C. Underwriting and Policy Issuance

· Evaluate insurance applications in accordance with applicable underwriting guidelines and established authority

limits.

· Review and validate required documents before policy issuance.

· Refer risks requiring additional authority or exceptions to the appropriate underwriting or management

personnel.

· Maintain adequate evidence of underwriting decisions, approvals, and issued transactions.

• D. Policy Servicing and Customer Support

· Assist existing customers with inquiries and service requests throughout the policy term.

· Process authorized policy servicing transactions, including endorsements and other policy changes, in

accordance with applicable procedures.

· Provide guidance regarding billing, payments, cancellations, and reinstatements, coordinating with the

responsible department when necessary.

· Assist customers with understanding policy documents, coverage provisions, and contractual requirements.

· Provide appropriate guidance and referral assistance for claims and roadside assistance inquiries, without

assuming responsibility for claim resolution.

· Monitor service requests until completion or proper transfer to the responsible party.

• E. Renewal Monitoring and Customer Retention

· Monitor approaching policy expirations and identify accounts requiring renewal follow-up.

· Review renewal opportunities no later than 30 calendar days before policy expiration, when the account is

available for monitoring.

· Contact customers regarding renewal availability, pending requirements, and relevant policy information.

· Assist customers through the renewal process and address concerns that could affect retention.

· Document renewal outcomes, customer decisions, and reasons for lost business.

· Identify recurring issues or opportunities to improve direct customer retention.

• F. Operational Compliance and Quality Control

· Follow applicable underwriting guidelines, documentation requirements, operational procedures, and internal

controls.

· Ensure that transactions are supported by complete, accurate, and traceable records.

· Use E-VOLVE and other authorized systems to maintain accurate policy and customer information.

· Identify and report operational errors, recurring deficiencies, and potential compliance concerns.

· Correct attributable errors promptly and support corrective or preventive actions.

· Participate in quality reviews, internal audits, training, and process improvement initiatives.

Sueldo: $24,000.00 al mes

Beneficios:

• Estacionamiento de la empresa
• Opción a contrato indefinido
• Seguro de gastos médicos
• Seguro de vida

Escolaridad:

• Licenciatura terminada (Deseable)

Idioma:

• Inglés (Obligatorio)

Lugar de trabajo: Empleo presencial

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