Customer Relations Compliance Specialist

JOB DESCRIPTION

The Customer Relations Specialist is responsible for coordinating the research, resolution and response for department of insurance, client and agent inquiries and complaints regarding Chubb Personal Risk Services (PRS) accounts.

The individual in this role serves as the main liaison and point of contact for all involved parties and works closely to coordinate a response, and issue resolution with all segments of clients, agents, internal business partners, and executive leadership, as needed.

The goal is to ensure complaints and inquiries are acknowledged, reviewed, and resolved in a manner that reflects "Delivering Chubb".

The individual coordinates with and drives key stakeholders to ensure urgent, and thorough research and resolution of issues within compliance requirements and PRS guidelines.This position has a significant impact on client retention and market perception of the PRS organization.The dynamic environment provides the opportunity to ensure that the service we deliver upholds and aligns with PRS and the broader Chubb brand and reputation.

Key Responsibilities:


* Intake, acknowledge, and manage client inquiries/complaints for Chubb Personal Risk Services (PRS) within Department of Insurance mandated State Regulations, and/or established corporate deadlines


* Interpret customer issues and determine appropriate actions to research, resolve and respond to complaint


* Serve as main customer contact, communicating verbally and/or in writing to customers on research and resolution of issue


* Collaborate with Agents, General Counsel, and Personal Lines Departments (Underwriting, Marketing, PRS, etc.) to resolve complaints


* Manage CRM database tracking tool for escalated issues used for recording and documenting activity on complaints


* Support Chubb PRS Business Partners and Corporate Complaint Office with questions relating to complaint resolution and DOI inquiries


* Identify and recommend process improvements; working on projects to implement broader improvements and efficiencies across business units that result in improved customer experience and satisfaction

QUALIFICATIONS

Knowledge, Skills and Abilities Required:


* Bachelor's Degree preferred, with a minimum of 3 to 5 years of experience Personal Lines Insurance, Claims or Underwriting


* Thorough understanding of PRS products and workflows, and general understanding of underwriting practices and guidelines


* Understanding of PRS policy, Oden and regulatory compliance guidelines is a plus


* Strong influence management skills are critical as this person must be able to develop relationships quickly with customers, agents and external contacts


* Strong analytical, problem solving and decision-making capabilities


* Excellent communication skills both written and verbal


* Ability to work independently, to organize and prioritize incoming work to meet critical deadlines


* Ability to think...