National Agency Solutions Team Leader

The National Agency Solutions Team Leader is responsible for managing a team and work flows across Commercial Insurance and Small Commercial to provide effective case management for escalated operational & service inquiries that are received from Chubb Agents & Brokers. 

Major Responsibilities:

• 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

 

Knowledge, Skills and Abilities:

• Strong customer service skills including oral and written communication.
• Excellent collaboration skills and ability to work in a team environment
• Critical listening and thinking skills; demonstrated ability to problem solve
• Knowledge of middle market systems and workflows.
• Strong communication, collaboration, interpersonal and process management skills.
• Must be able to effectively multitask and balance multiple priorities.
• Results oriented with the ability to effectively problem solve and provide solutions.
• Demonstrated record of teamwork, managerial courage, and integrity.
• Strong business, financial and operational acumen in the Commercial Insurance space.
• Must be able to demonstrate strong leadership skills based upon past or current employment.
• Excellent PC skills, specifically with respects to Microsoft Excel.
• Ability to manage remote staff.
• Must have flexibility across time zones
• Bachelor’s degree preferred; will consider substantial related work experience
• Team leader or supervisory experience preferred 

 

Knowledge, Skills and Abilities:

• Strong customer service skills including oral and written communication.
• Excellent collaboration skills and ability to work in a team environment
• Critical listening and thinking skills; demonstrated ability to problem solve
• Knowledge of middle market systems and workflows.
• Strong communication, collaboration, interpersonal and process management skills.
• Must be able to effectively multitask and balance multiple priorities.
• Results oriented with the ability to effectively problem solve and provide solutions.
• Demonstrated record of teamwork, managerial courage, and integrity.
• Strong business, financial and operational acumen in the Commercial Insurance space.
• Must be able to demonstrate strong leadership skills based upon past or current employment.
• Excellent PC skills, specifically with respects to Microsoft Excel.
• Ability to manage remote staff.
• Must have flexibility across time zones
• Bachelor’s degree preferred; will consider substantial related work experience
• Team leader or supervisory experience preferred 

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 d