Customer Service Team Specialist

Chubb•Readington Township, NJ

11h

About The Position

The Underwriting Support Team Specialist supports the business goals of the Underwriting Support Team, specifically the ITV Team, though this is subject to change based on team needs. The role involves utilizing systems like Oden PT, Masterpiece Real-Time, IMS, PLS, @Work, RiskID, PLUW, Portrait/PLS Notes, and other online resources to service established business. The UST Team Specialist handles a diverse range of requests from internal and external business partners, requiring various levels of analytical skills.

Requirements

Various levels of analytical skills
Independent decision making
Critical thinking

Nice To Haves

Knowledge of UST processes, @Work, RiskID, AppWorks, and PLUW systems

Responsibilities

Support the ITV Team by acting as a resource/Subject Matter Expert.
Demonstrate independent decision making, critical thinking, and handle escalated issues in the absence of manager.
Assist Manager with completion of training for new hires and experienced representatives.
Prepare/Maintain daily/weekly/monthly/quarterly administrative reports, such as (productivity, IPR’s, escalations and timeliness etc.).
Perform daily/monthly administrative duties as assigned by Manager.
Assist the Team to meet the departmental standards for quality by reviewing and auditing work based on guidelines for phone and non-phone requests. Using established workflow and escalation procedures and collaborating with internal/external customers to ensure accurate processing and completion of work.
Assist in processing incoming work and answering calls, as business needs require.
Monitor/Audit job function in-boxes and analyze team results; Recognize trends and make recommendations for opportunities for improvements as well as assist with the creation and updating of workflows.
Assume ownership of daily inventory management, monitoring, triaging and distributing incoming work by email, and @Work/PLUW inboxes.
Update Individual Performance Reports (IPR) by the 10th of the month to include productivity, customer experience and quality results. Include any error trending analysis and determine training needs based on results in order to deliver a superior product for Chubb clients. Make recommendations to improve quality and productivity based on error trending report and individual performance observations.
Create a positive customer experience and demonstrate customer and employee advocacy.
Achieve standard business goals for the ITV Team by monitoring all assigned transactional requests.
Assist with processing inspections, inspection endorsement policy changes and updating underwriting notes efficiently and accurately.
Work collaboratively with team members, and business partners, support a partnership with the underwriting centers to provide a quality experience for our agents and clients.
Complete additional tasks and other projects/duties as assigned.
Drive any projects through completion, communicating effectively with management and I/T, providing expertise and knowledge of team processes and workflows.