Direct Bill Customer Service Representative

JOB DESCRIPTION

Job Responsibilities:


* Phone servicing of billing inquiries, taking payments, client concerns, portal navigation assistance, etc.


* Assist with handling Agency Bill Phone Calls


* Provide excellent customer service and quality technical content via incoming telephone calls, text chats and email in a fast-paced, automated, high-volume contact center environment.


* Assume ownership and timeliness in handling customer requests in an efficient, accurate and professional manner


* Demonstrate the ability to analyze information to make appropriate decisions and solve problems, while maintaining a pleasant phone experience for the caller


* Analytic and basic mathematic calculation skills, such as percentages, addition, and subtraction calculations


* Learn with a high regard for accuracy of basic knowledge of insurance principals and Chubb products.


* Efficiently navigate multiple systems and applications to research, analyze and resolve requests, inquiries & concerns


* Maintain established levels of productivity, service, and quality standards within a fast-paced call center.


* Works collaboratively with team members, and business partners to provide a quality experience for our agents.


* Know & comply with corporate policies, regulatory standards (SOX), business processes (PCI) and procedures.


* Responsible for cross selling products to provide best and most beneficial experience for clients.


* Work overtime as needed.


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


* Ability to work 40 hours a week on scheduled shift between the hour 8am-8pm ET; 7am-7am CT; 6am-6pm PT or 5am-5pm PT.

Candidate must be flexible to work during Saturday hours as scheduled on rotational basis as applicable.

Qualifications & Skills:


* Strong decision-making velocity in a fast-paced, high-volume phone contact center environment


* Effective, strong, and service focused communication skills, both verbal and written


* Proficient in computer skills, Microsoft office, multi-application navigation and multi-tasking


* Experience in a high-volume contact center with a strong focus on superior service is a plus!


* Demonstrate professionalism, accountability and taking personal pride in the handling of billing inquiries, taking payments, etc., from our valued clients and agency partners.


* Track record of success in managing competing demands, problem solving and strong decision velocity


* Chubb's ideal team member is someone with an ongoing desire for professional and personal development and is someone who learns with a high regard for accuracy and best-in-class service.


* Minimum of high school diploma or equivalent; college degree or currently pursuing is a plus!

QUALIFICATIONS

Job

ABOUT US

Chubb is a world leader in insurance.

With operations in 54 countries, Chubb provides commercial and personal property and casualty insur...