National Agency Solutions Team Leader

JOB DESCRIPTION

The National Agency Solutions Team Leader is responsible for managing a team and work flows across Commercial Insurance and Small Commercial to provide effective case management for escalated operational & service inquiries that are received from Chubb Agents & Brokers.

Major Responsibilities:


* Manage a team and drive results in the following critical areas which will contribute to Chubb's overall financial success:
+ 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.
+ Maintain performance standards within a fast-paced environment
+ 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.


* Demonstrate the ability to establish strong relationships and build trust with key stakeholders, including Agents, Billing and Operations departments and across Commercial Insurance / Small Commercial/ Financial Lines Underwriting and business partners to improve customer experience with Chubb


* Work with the AST leader to identify and leverage opportunity to expand capabilities of the AST to further enhance customer experience as well as underwriting / field experiences


* Accountable for metrics & results as well as service standards


* Identify repeat escalation issues from agents / brokers and work with operations improve efficiencies, adjust process, and make recommendations on best practices.


* Advanced knowledge of Chubb principles, company products and underwriting guidelines


* Be knowledgeable and compliant to corporate policies, regulatory standards, internal business processes, and procedures while processing work and meeting/exceeding service performance and quality standards

Knowledge, Skills and Abilities:


* Strong customer service skills including oral and written communication.


* Excellent collaboration skills and ability to work in a team environment


* Critical listening and thinking skills; demonstrated ability to problem solve


* Knowledge of middle market systems and workflows.


* Strong communication, collaboration, interpersonal and process management skills.


* Must be able to effectively multitask and balance multiple priorities.


* Results oriented with the ability to effectively problem solve and provide solutions.


* Demonstrated record of teamwork, managerial courage, and integrity.


* Strong business, financial and operational acumen in the Commercial Insurance space.


* Must be able to demonstrate strong le...