Agency Solutions Team Leader

Chubb • Readington Township, NJ

12d

About The Position

The National Agency Solutions Team Leader is responsible for managing a team and workflows across Commercial Insurance and Small Commercial to provide effective case management for escalated operational & service inquiries that are received from Chubb Agents & Brokers.
Manage a team and drive results in the following critical areas which will contribute to Chubb’s overall financial success:
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

Chubb is a world leader in insurance. With operations in 54 countries, Chubb provides commercial and personal property and casualty insurance, personal accident and supplemental health insurance, reinsurance, and life insurance to a diverse group of clients. The company is distinguished by its extensive product and service offerings, broad distribution capabilities, exceptional financial strength, underwriting excellence, superior claims handling expertise and local operations globally.

Requirements

• 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

Responsibilities

• Manage a team and drive results
• 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
• Identify repeat escalation issues from agents/brokers and work with operations improve efficiencies, adjust process and make recommendations on best practices.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed