Small Business Application and Support Representative

The Help Desk Representative role for the Small Business Insurance Help Desk Team will be responsible for assisting both external and internal customers on a daily basis with a variety of requests. They will demonstrate technical and first level technical assistance and problem solving involving the following duties and responsibilities:

 

Job Responsibilities:

• Provide timely customer service to incoming requests via the phone in an automated call delivery environment.
• Multi-task between incoming calls and e-mail requests with ability to meet turnaround time of 12 business hours.
• Assume ownership and respond to customer (internal/external) correspondence, complaints, and inquiries in an efficient, accurate and professional manner to achieve an optimal outcome. Ability to meet our First Level Resolution standards.
• To ensure complete resolution of all customer inquiries; may need to coordinate end to end service with other business partners.
• Effectively navigate multiple systems and applications to research, analyze and resolve customer inquiries.
• Work effectively in a team environment using professional interpersonal and communication skills.
• Basic knowledge of Small Commercial insurance principles and company products.
• Know and comply to corporate policies, regulatory standards (SOX), internal business processes (while processing work and meeting and/or exceeding service performance and quality standards.
• Utilize basic understanding of product & underwriting guidelines.
• As business priorities change, support other teams and process transactions as needed.
• Complete assignments and other duties as assigned.
• Maintain performance standards within a fast-paced environment.

 

 

Skills:

• Strong customer service skills including oral and written communication.
• Demonstrated leadership skills.
• Ability to work with all types of customers and assist to best ability in resolving their issue.
• Experience in a call center or customer service environment preferred.
• Knowledge of customer service principles and practices.
• Ability to handle multiple priorities within strict time constraints.
• Excellent organizational skills, with the ability to multi-task.
• Excellent verbal and written communications skills.
• Excellent collaboration skills.
• Strong Critical Thinking and Analytical Skills (Regarding being able to identify potential issues being triaged based on training).
• Possesses the ability to work independently to complete assignments in a timely manner.
• Ability to work well as in a team environment.
• Demonstrated commitment to team and departmental goals.
• Ability to make informed decisions, achieving the appropriate results.
• Accurate Data Entry and Tracking skills required.
• Working Knowledge of MS Word and Excel – To be used to reference and look up information.
• Working Knowledge of Service Now preferred – To be used to track Help Desk tickets.
• Working Knowledge of CXOne/NICE Phone Platform – To be used to take incoming calls.
• Flexibility when schedule changes are needed and overtime needs are available.

 

Education/Experience

• College level education preferred, but not required based on prior experience(s).
• Commercial Insurance experience is preferred but not required.
• Work From Home/Remote Work Experience (able to troubleshoot basic connection issues, VPN experience, desktop setup, etc.)
• Understanding of or ability to learn Small Business Insurance product and underwriting guidelines is required.
• General Computer and Program knowledge is preferred (as we will be troubleshooting and triaging these types of issues on our team for our business partners.

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 exper