Description

• Provide timely customer service to incoming correspondence via email or phone calls
• Assume ownership and manage each case from start to finish. Respond to customer (internal/external) inquiries and requests in an efficient, accurate and professional manner to achieve an optimal outcome
• Exhibit empathy to understand the needs of dissatisfied agents and/or customers.
• Maintain performance standards within a fast-paced environment
• Navigate across multiple commercial systems and applications to research, analyze and resolve general inquiries from agents including questions on forms and conditions, service escalations, billing and discrepancy issues.
• Demonstrate the ability to establish strong relationships and build trust with key stakeholders, including Agents, Billing and Operations departments and across Commercial Insurance/Small Commercial/Financial Lines Underwriting and business partners to improve customer experience with Chubb
• Work with the AST leader to identify and leverage opportunity to expand capabilities of the AST to further enhance customer experience as well as underwriting/field experiences
• Accountable for metrics & results as well as service standards
• Identify repeat escalation issues from agents/brokers and work with operations improve efficiencies, adjust process and make recommendations on best practices.
• Advanced knowledge of Chubb principles, company products and underwriting guidelines
• Be knowledgeable and compliant to corporate policies, regulatory standards, internal business processes, and procedures while processing work and meeting/exceeding service performance and quality standards