Customer Experience Specialist

Chubb is the world’s largest publicly traded property and casualty insurer.  With operations in 54 countries, Chubb provides commercial and personal property and casualty insurance, personal accident and, reinsurance and life insurance to a diverse group of clients. 

 

• The Agency Solutions Coordinator position is responsible for resolving general service inquiries including billing discrepancies questions on forms/conditions and escalated service issues from Commercial Insurance Agents. This role is designed to be the first point of contact for agents and have ownership of each case from start to finish to ensure agent’s needs are met and problems are resolved.  This position will work closely with Underwriting and other business partners, including Billing to provide resolution.  

Major Responsibilities:

• 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.
• Demonstrate the ability to establish strong relationships and build trust with key stakeholders, including Agents, Billing and Operations departments and across Commercial Insurance Underwriting and business partners.
• 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.
• Advanced knowledge of Commercial insurance principles, company products and underwriting guidelines
• To ensure complete resolution of all customer inquiries; cases will need to managed end to end service with other business partners
• Gather, organize, and analyze reports/information to assist Agents and Underwriters to determine next steps.
• Know and comply to corporate policies, regulatory standards, internal business processes, and procedures while processing work and meeting/exceeding service performance and quality standards
• Maintain performance standards within a fast-paced environment
• Work effectively in a team environment using professional interpersonal and communication skills
• Be able to adapt and thrive in an atmosphere of change
• Handle additional job responsibilities as assigned by the Supervisor/Manager; accepts projects as assigned by the Supervisor/Manager

Knowledge, Skills and Abilities:

• Strong customer service skills including oral and written communication.
• Demonstrated accountability and leadership skills 
• Ability to work with dissatisfied customers and assist in resolving their issue.     
• Commercial Insurance experience is required; Understanding of or ability to further develop knowledge of commercial systems, products and underwriting guidelines.
• Excellent organizational skills, with the ability to multi-task
• Ability to prioritize to achieve desired results
• Excellent collaboration skills and ability to work in a team environment
• Critical listening and thinking skills; demonstrated ability to problem solve 
• Ability to become a trusted advisor to the agent or customer
• Analytical skills
• Ability to make informed decisions, achieving the appropriate results.
• Strong knowledge of MS Word and Excel.
• Flexibility with covering hours of x am to x pm EST M-F

Education and Experience:

• High School Diploma or equivalent
• College degree and/or commercial insurance experience preferred

***Underwriting Center current staff will be given priority***

Chubb offers a competitive compensation package and comprehensive benefits package including life, health and dental, vision, a generous retirement savings plan, disability coverage, stock purchase plan, flexible spending accounts, tuition reimbursement, and business casual dress. At Chubb, we are committed to equal employment opportunity and compliance with all laws and regulations pertaining to it. Our policy is to provide employment, training, compensation, promotion, and other conditions or opportunities of employment,