Senior Customer Service Representative

JOB DESCRIPTION

BASIC FUNCTION OF THE JOB:

To deliver superior customer service through phone and online interactions with agents and customers. This role requires excellent communication skills, emotional intelligence, attention to detail, and proficiency in using computers for processing.


MAJOR DUTIES/RESPONSIBILITIES OF THE JOB:

• Handle inbound Calls: Answer incoming calls and providing exceptional engagement, support and advocacy for our customers and agents when reporting a new claim or seeking information on existing claims.
• Process digital requests: Assist customers with electronic request processing, including but not limited to first notice of loss, inquiries, and policy research.
• Document interactions: Gathers data and pertinent information related to the customer or agent's loss and completing a first notice of loss record. This process is completed via phone, email and/or chat and for property, auto, casualty and other lines of insurance.
• Provide product support: Offers services that include towing, rental car, temporary housing, coverage verification and policy detail.
• Working autonomously: Maintains a high level of training and competency in policy, procedure, and systems in a rapidly changing environment.
• Customer Centric: Advocates on the part of the customer and agent to continuously enhance the Claims experience through improvement ideas in our processes, escalating concerns and recognizing opportunities to improve the customer experience.
• Catastrophe Awareness: Flexibility during weather or other events that may require overtime or overnight support.

Development: If you do not already have one, you may be required to obtain an applicable resident or designated home state adjusters license and possibly additional state licensure

QUALIFICATIONS

KNOWLEDGE AND SKILLS:

• Highschool or G.E.D. equivalent
• Handle multiple tasks simultaneously
• Excellent verbal and written communications and interpersonal skills
• Effectively work in a team environment
• Proficiency in using computers and navigating multiple software applications simultaneously
• Ability to remain calm and composed under pressure while handling customer inquiries and resolving issues
• Ability to meet or exceed established Performance Standards
• Effective time management and organizational skills
• Licensure in any insurance discipline is a plus

ABOUT US

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 expertise and local operations globally.


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, without regard to race, color, religious creed, sex, gender, gender identity, gender expression, sexual orientation, marital status, national origin, ancestry, mental and physical disability, medical condition, genetic information, military and veteran status, age, and pregnancy or any other characteristic protected by law. Performance and qualifications are the only basis upon which we hire, assign, promote, compensate, develop and retain employees. Chubb prohibits all unlawful discrimination, harassment and retaliation against any individual who reports discrimination or harassment.