Agency Support Representative

Chubb • Readington Township, NJ

8h • $35,000 - $60,000

About The Position

The Agency Support Representative is the first point of contact for Chubb producers, marketing, and underwriting teams, answering informational and technical inquiries related to personal lines business and applications. The role provides timely, accurate, and professional support, assists users with quoting systems, agency management systems, and agency portal applications, and works to improve the customer experience.

Requirements

• Excellent communication and interpersonal skills.
• Customer-service orientation.
• Proven troubleshooting and problem-solving skills.
• Flexibility, reliability, collaboration, and ability to work as part of a team.
• Ability to interact with business areas, marketing, underwriting, agents, and the Digital business team.
• Attention to detail and strong organizational skills.
• Proven technical and process-management skills.
• Ability to multitask and balance priorities to meet deadlines.
• Knowledge of or experience in a support contact center.

Nice To Haves

• Knowledge of or experience with IMS and Masterpiece Real-Time.
• Agent portal knowledge and understanding of other Personal Risk products.
• Download knowledge.

Responsibilities

• Manage workload using business and system knowledge to help meet the department’s adherence goal.
• Respond to calls and emails to meet targets and provide timely, accurate, and professional service.
• Follow established Agency Support workflows and procedures.
• Assist agents and producers with navigation and technical issues in quoting systems, agency management systems, and agency portal applications.
• Onboard agency administrators and maintain their access on the agent portal.
• Record outstanding inquiries in a database and track them through completion.
• Escalate inquiries that are not resolved within the allotted time and follow up with customers weekly until resolution.
• Use applications and programs such as VMware and Webex to assist customers.
• Follow call mentoring guidelines and procedures to provide accurate and professional customer experiences.
• Report trends to management and alert them to situations that may require immediate attention.
• Suggest and implement ways to enhance the customer experience and reduce customer effort.

Benefits

• Comprehensive benefits package.
• May be eligible to participate in a discretionary annual incentive program.

What This Job Offers

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