Customer Service Team Specialist

Location: Whitehouse Station

The Underwriting Support Team Specialist supports the business goals of the Underwriting Support Team. This role will specifically support the ITV Team but is subject to change depending on the needs across the Underwriting Support Teams. The team utilize the Oden PT system, Masterpiece Real-Time, IMS, PLS, @Work, RiskID, PLUW, Portrait/PLS Notes and on-line resources to support the servicing of established business.

The UST Team Specialist processes a diverse number of requests that require various levels of analytical skills from both internal/external business partners.

Key Responsibilities:

* Support the ITV Team by acting as a resource/Subject Matter Expert.

* Demonstrate independent decision making, critical thinking, and handle escalated issues in the absence of manager.

* Assist Manager with completion of training for new hires and experienced representatives.

* Prepare/Maintain daily/weekly/monthly/quarterly administrative reports, such as (productivity, IPR's, escalations and timeliness etc.).

* Perform daily/monthly administrative duties as assigned by Manager.

* Assist the Team to meet the departmental standards for quality by reviewing and auditing work based on guidelines for phone and non-phone requests. Using established workflow and escalation procedures and collaborating with internal/external customers to ensure accurate processing and completion of work.

* Assist in processing incoming work and answering calls, as business needs require.

* Monitor/Audit job function in-boxes and analyze team results;
Recognize trends and make recommendations for opportunities for improvements as well as assist with the creation and updating of workflows

* Assume ownership of daily inventory management, monitoring, triaging and distributing incoming work by email, and @Work/PLUW inboxes.

* Update Individual Performance Reports (IPR) by the 10th of the month to include productivity, customer experience and quality results. Include any error trending analysis and determine training needs based on results in order to deliver a superior product for Chubb clients. Make recommendations to improve quality and productivity based on error trending report and individual performance observations.

* Create a positive customer experience and demonstrate customer and employee advocacy.

* Achieve standard business goals for the ITV Team by monitoring all assigned transactional requests.

* Assist with processing inspections, inspection endorsement policy changes and updating underwriting notes efficiently and accurately.

* Work collaboratively with team members, and business partners, support a partnership with the underwriting centers to provide a quality experience for our agents and clients.

* Complete additional tasks and other projects/duties as assigned.

* Drive any projects through completion, communicating effectively with management and I/T, providing expertise and knowledge of team processes and workflows.

* Knowledge of UST processes, @Work, RiskID, App Works, and PLUW systems is a plus

Competencies & Technical

Skills Required:

* Demonstrated Technical knowledge and proficient with troubleshooting technical problems

* Demonstrated knowledge of Personal Lines Insurance and home inspection processes and workflows

* Excellent coaching and communication skills, verbal, written and interpersonal.

* Excellent time management and organizational skills; ability to handle multiple tasks, balance multiple priorities and work independently.

* Customer service focus / excellent customer service skills - maintain and expand relationships with internal and external customers.

* Results oriented - ability to manage expectations for delivering tasks and assignments.

* Strong collaboration and relationship building skills.

* Strong negotiation, decision making, accountability and leadership skills.

* Strategic thinking and solution development; analytical skills.

* Detail and Quality focused.

* Flexibility / Adaptable to change.

* Possess professional demeanor (confidentiality, dependability, tactfulness)

* Strong knowledge of Masterpiece Real Time, IMS, PLS & DRC.

* Knowledge of @Work systems and processes

* Knowledge and proficiency with RiskID, PLUW, Portrait/PLS Notes

* Knowledge of Microsoft Suite a plus (including Word, Excel, PowerPoint).

The pay range for the role is $43,000 to $73,000 The specific offer will depend on an applicant's skills and other factors. This role may also be eligible to participate in a discretionary annual incentive program. Chubb offers a comprehensive benefits package, more details on which can be found on our careers website. The disclosed pay range estimate may be adjusted for the applicable geographic differential for the location in which the position is filled.