Customer Service Officers
Chubb Group of Insurance Co
Service Specialist
Combined Insurance is seeking a Service Specialist to join our fast-paced, high energy, growing company. We are proud of our tradition of success in the insurance industry of over 90 years. The Service Specialist will serve as support service representative, post-implementation. This role will be supporting timely and successful resolution of client needs and improving the overall client experience. The Service Specialist is expected to build & maintain positive relationships with all stakeholders, including our sales organization, employer groups & cross functional internal partners. They will act as the administrative support & execute tasks and responsibilities.
This position requires strong relationship management, communication, critical thinking, project management, and problem resolution skills to meet the diverse needs of our sales team and employer groups.
Act as first point of contact for all incoming employer-client & agent calls on the Service phone line. Handle level 1 tasks which include, but not limited to: limited policyholder terminations, provide invoices & re-enrollment reports, provide payment status updates, assist Customer Care with policy research, group-level demographic updates, policyholder demographic corrections or triaging these requests to the correct team. Sales Specialist will triage the request to the Service Consultant as necessary.
Consistently meets or exceeds expectations for departmental standards related to customer satisfaction, quality, average handle time, auxiliary time, after call work and other KPI's.
Liaison between external client and broker partners and internal home office colleagues via the Service email inquiries for level 1 tasks. Provide on-going support to clients to ensure all questions or tasks are handled timely and professionally. Must develop a broad working knowledge of company policies & procedures, policy information/management, and premium & billing administration.
Maintain customer records, update admin systems, and ensure accurate and detailed documentation of account or policyholder updates/changes or interactions.
Relationship-Builder Is helpful, respectful, approachable, team and service-oriented, building strong working relationships and a positive work environment; maintains an exceptional client service mindset.
Simplifies complexity by breaking down issues into manageable parts. Takes advantage of formal and informal developmental opportunities. Meets objectives on time with minimal supervision. Adaptability Ability to re-direct personal efforts in response to changing circumstances. Effectively prioritizes according to competing demands and shifting objectives. Values Orientation Upholds and models Chubb values and always does the right thing for the company, colleagues and customers. Excellent verbal and written communication, interpersonal and customer service skills
Proficient computer skills and ability to quickly learn multiple systems.
Ability to structure and manage work across multiple functions.
Personal initiative and accountability.
Proficient computer skills and ability to quickly learn multiple systems.
equivalent work experience may substitute
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