Customer Service Team Specialist

Chubb’s Personal Risk Services (PRS) Operations division provides industry leading service to clients, agents, and internal business partners. We are currently seeking a Team Specialist to support the business goals of the Premier Operations team and supports Chubb appointed agencies and internal Chubb partners. The team utilizes the Masterpiece Real-Time and PLS systems and on-line resources to support new business quoting and the servicing of Chubb’s largest personal lines accounts. 

The ideal candidate applies their firsthand technical/business knowledge in response to the needs of customers, staff, and management. The incumbent must have the ability to provide analysis of department results, recommend strategies to support business objectives, develop process improvements/workflows, contribute to the development of Custom Solutions staff members, execute critical thinking and exercise good judgment. 

• Support the Custom Solutions Team by acting as a resource / Subject Matter Expert and facilitating cross-training to increase skills and competencies.
• Demonstrate independent decision making, critical thinking, and handle escalated issues in the absence of manager. 
• Assume ownership of daily inventory management, monitoring and distributing work in IMS Appworks as well as assigning overtime when available. 
• Assist Manager in monitoring training of new hire and experienced customer service representatives. 
• Prepare/Maintain daily/weekly/monthly/quarterly administrative reports, such as (quality, productivity, work condition, escalations). 
• Conduct monthly team process/workflow audits; develop trends and analysis from results. Make recommendations to improve team’s results, assist with training and communication of findings and update workflows when necessary. 
• Audit transactions and provide feedback to Premier Customer Service Representatives. 
• Assist the Custom Solutions Team to meet departmental standards for productivity by managing, tracking, and reporting on work/availability, work volume and distribution results, internal/external customers to ensure accurate processing and completion of work.
• Perform daily/monthly administrative duties as assigned by Manager. 
• Use established workflow and escalation procedures and collaborating with internal/external customers to ensure accurate processing of all requests.
• Assist Premier Team with processing and answering calls as business needs require.
• Represent the Custom Solutions team on Operations and Personal Risk Services projects/teams as needed.
• Create a positive customer experience and demonstrate customer and employee advocacy. 
• Collaborate with team members, and business partners, support a partnership with the underwriting centers to provide a quality experience for our agents and clients. 

Competencies & Technical Skills Required:

• Possess effective communication skills (verbal & written)
• Excellent time management and organizational skills; ability to handle multiple tasks, balance multiple priorities and work independently. 
• Ability to effectively collaborate with internal and external business partners.
• Ability to successfully achieve business results.
• Ability to evaluate service standards, metrics, and processes to support business objectives.
• Ability to think strategically.
• Possess strong analytical skills to solve complex problems.
• High level of attention to detail and quality. 
• Strong customer service skills with demonstrated accomplishments in problem solving and decision making.
• Self-motivated and ability to interact/collaborate with team members to produce positive business results.
• Ability to learn new technologies, workflows, and system enhancements quickly and efficiently.
• Results oriented – ability to manage expectations for delivering tasks and assignments. 
• Strong computer skills, proficient in MS Word, Excel, PowerPoint, and Access
• Possess a high level of integrity and confidentiality. 
• Customer service focus / excellent customer service skills - maintain and expand relationships with internal and external customers.
• Strong knowledge of Masterpiece Real Time, and knowledge management website.
   
• Knowledge of Personal Lines products and CPI business objectives. 
  
   
• Knowledge of Microsoft Suite a plus (including Word, Excel, PowerPoint). 
   
• Proficient in general workflows and inquiry systems.
•  Flexibility / Adaptable to change.
• Possess professional demeanor (confidentiality, dependability, tactfulness)
• Strong knowledge of Masterpiece Real Time, IMS, & PLS.
• Knowledge of @work systems and processes
• Knowledge of Microsoft Suite a plus (including Word, Excel, PowerPoint).