The Agency Support Representative will be the first point of contact to support Chubb producers, marketing and underwriting on all types of questions/problems whether it be informational or technical inquiries related to all personal lines business and applications.
Primary Job Responsibilities
Manage workload by utilizing business and system knowledge which contributes to department’s adherence goal.
Meet target results for responding to calls and emails to ensure timely, accurate and professional service.
Follow established Agency Support workflows and procedures
Assist agents/producers with navigation/technical issues in quoting systems, their agency management system and all agency portal applications
Onboard and maintain agency administrators on the agent portal.
Accurately record all outstanding inquiries in a database until completion.
Escalate inquiries not resolved within the allotted time period and follow up with customer weekly until resolved.
Utilize applications/programs such as VMware and Webex to assist our customers.
Follow call mentoring guidelines and procedures to provide an accurate, professional experience for our customers.
Report trends to management to alert them of any situations that may need immediate attention.
Suggest and implement ways to enhance our customer’s experience and reduce customer effort.
Competencies/Technical Skills
Demonstrated excellent communication, interpersonal skills.
Customer service oriented.
Proven troubleshooting/problem solving skills are imperative.
Flexible, reliable, collaborative and team player.
Ability to interact with various groups including respective business areas, marketing, underwriting, agents and Digital business team.
Attention to detail and organizational skills are essential.
Proven technical and process management skills.
Ability to multitask and balance priorities to meet deadlines.
Knowledge/experience in a support contact center.
Knowledge/experience of IMS, Masterpiece Real-Time is a plus.
Agent portal and understanding of other Personal Risk products is desired.
Download knowledge is a plus.
The pay range for the role is $35,000 to $60,000 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.
About UsSkills Required
- Excellent communication and interpersonal skills
- Customer service orientation
- Troubleshooting and problem-solving skills
- Flexibility, reliability, collaboration, and teamwork
- Ability to interact with business areas, marketing, underwriting, agents, and digital teams
- Attention to detail and organizational skills
- Technical and process management skills
- Ability to multitask, balance priorities, and meet deadlines
- Knowledge or experience in a support contact center
- Knowledge or experience with IMS and Masterpiece Real-Time
- Knowledge of agent portals and Personal Risk products
- Download knowledge
What We Do
Chubb is the world’s largest publicly traded property and casualty insurance company. With operations in 54 countries and territories, Chubb provides commercial and personal property and casualty insurance, personal accident and supplemental health insurance, reinsurance and life insurance to a diverse group of clients. As an underwriting company, we assess, assume and manage risk with insight and discipline. We service and pay our claims fairly and promptly. The company is also defined by its extensive product and service offerings, broad distribution capabilities, exceptional financial strength and local operations globally. Parent company Chubb Limited is listed on the New York Stock Exchange (NYSE: CB) and is a component of the S&P 500 index. Chubb maintains executive offices in Zurich, New York, London, Paris and other locations, and employs 31,000 people worldwide. Additional information can be found at: chubb.com.
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