AVP, Claim Contact Center

JOB DESCRIPTION

Position Overview: We are seeking a dynamic and experienced Assistant Vice President (AVP) for our First Notice of Loss (FNOL) Contact Center.

The AVP will play a critical role in leading our FNOL operations, ensuring exceptional service delivery, and driving continuous improvement initiatives.

This position requires a strategic thinker with a strong background in contact center management, insurance operations, and customer service excellence.

Key Responsibilities:


* Leadership & Management:
+ Oversee the daily operations of the FNOL Contact Center, ensuring efficient handling of all incoming loss reports.
+ Lead, mentor, and develop a team of FNOL representatives, fostering a culture of high performance and accountability.
+ Collaborate with senior leadership to establish and implement strategic goals and objectives for the FNOL team.


* Customer Experience:
+ Ensure a customer-centric approach in all FNOL interactions, aiming for high levels of customer satisfaction and retention.
+ Monitor and analyze customer feedback and service metrics to identify areas for improvement and implement necessary changes.


* Operational Excellence:
+ Develop and maintain standard operating procedures (SOPs) for FNOL processes to ensure compliance and efficiency.
+ Utilize data analytics to track performance metrics, identify trends, and drive operational improvements.


* Transformation Initiatives:
+ Lead transformation initiatives aimed at enhancing FNOL processes and improving overall operational efficiency.
+ Identify opportunities for process automation and optimization, implementing innovative solutions to streamline FNOL operations.


* Technology Integration:
+ Evaluate, select, and integrate new technologies and services into the FNOL Contact Center to enhance service delivery and operational efficiency.
+ Collaborate with IT and other departments to ensure successful implementation and adoption of new systems and tools.


* Collaboration & Communication:
+ Work closely with underwriting, claims, and other departments to ensure seamless communication and coordination during the FNOL process.
+ Serve as a liaison between the FNOL Contact Center and other business units to align objectives and share best practices.


* Training & Development:
+ Design and implement training programs for FNOL staff to enhance their skills and knowledge in loss reporting and customer service.
+ Stay updated on industry trends and regulatory changes to ensure the FNOL team is well-informed and compliant.

QUALIFICATIONS

Qualifications:


* Bachelor's

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, reinsuran...