Senior Customer Service Supervisor

The Sr. Supervisor of the Agency Services BOR Team leads and optimizes daily operations related to Broker of Record requests, ensuring exceptional service delivery and strict compliance with regulatory standards. This role partners closely with Personal Risk Services Leadership and Operations Leadership to drive team development, elevate customer experience, and enhance operational effectiveness. The Sr. Supervisor is accountable for recommending, developing, and executing process and staffing improvements, fostering a culture of productivity, innovation, ownership, and service excellence within the BOR function. 

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Key Responsibilities: 

• Lead and manage a specialized team handling BOR requests and inquiries from agents and brokers regarding Chubb personal lines policies. 

• Oversee BOR-related inventory (email and phone), ensuring service level agreements (SLAs) and compliance standards are consistently met; allocate resources as needed. 

• Manage staff scheduling, PTOs, absences, and turnover, adapting workforce plans to meet evolving business needs and ensure continuity in BOR processing. 

• Analyze team performance metrics to identify trends, best practices, and opportunities for process and quality improvement. 

• Provide coaching, mentorship, and leadership to promote compliance, creativity, and specialized BOR expertise. 

• Develop and execute strategies aligned with Personal Risk Services profitability and growth, focusing on BOR process optimization. 

• Conduct performance management through regular feedback, goal setting, and reviews, emphasizing service excellence, ownership, and accountability. 

• Collaborate with department managers to assess operational costs, staffing needs, and budgetary impacts. 

• Forecast future resource and process needs by analyzing BOR reports and implementing strategic improvements. 

• Serve as a technical expert on BOR-specific issues, guiding resolution and removing operational obstacles. 

• Propose, implement, and monitor enhancements for quality, efficiency, and compliance within the team.