The Technical Support SME will be responsible for the timely resolution of production requests impacting users of the various rating systems. They will be required to collaborate cross functionally to coordinate troubleshooting, performing various analytical reviews, development and execution of workarounds, and communicating the status of resolutions to users, stakeholders/senior leadership.
Key Responsibilities:
Provides business application support (newline, endorsement, renewals) to the field underwriters and UAs and Commercial Operations team
Partners with CI Product, UW/Operations, and IT to develop extensive knowledge of business applications and products
Develops and applies understanding of product & underwriting guidelines and associated processes
Effectively navigates business applications and supporting applications to research, analyze and resolve customer inquiries
Collaborates and communicates across the Helpdesks, Field and CI Operations, and IT teams.
Knows and complies with corporate policies, regulatory standards (SOX), internal business processes (PCI) and procedures while processing work and meeting/exceeding service performance and quality standards
Gather, organize, and analyze reports/information when necessary
Maintain performance standards within a fast-paced environment
Identify trends and work with IT teams to identify root cause, workarounds, and a permanent fix for the issue
Occasionally may be asked to assist with User Acceptance Testing for an upcoming release
Complete assignments and other duties as assigned
Engages directly with UWs, UAs and Operations to provide support for evaluation and resolution of issues that are escalated based on business impact and priority that come to the Helpdesk from the Field users.
Analyzes and resolves escalated problems, coordinating associated activity through various areas if needed, and providing timely and accurate updates to stakeholders
Resolves revenue impacting issues within 24 hours, including via workaround if necessary
Documents and communicate workarounds for recurring issues and coordinates with Training, Helpdesk and IT Support (i.e., while long-term fix is in development)
Bachelor's Degree or equivalent preferred
Hands on experience with Commercial Products and related systems, workflow and process
Very strong problem solving and pattern recognition skills
Exceptional communication skills, both verbal and written, and strong listening skills
Strong customer service/interpersonal skills including oral and written communication.
Strong negotiation/conflict management skills with the ability to influence priorities of others
Ability to handle multiple priorities within strict time constraints.
Excellent organizational skills, with the ability to multi-task
Excellent collaboration skills
Strong analytical skills
Strong strategic thinking skills
Strong knowledge of field organization structure and high level workflows.
Possesses the ability to work independently to complete assignments in a timely manner
Ability to work well in a team environment.
Demonstrated commitment to team and departmental goals
Ability to make informed decisions, achieving the appropriate results
Technical domain experience with demonstrated skills in analysis, impact assessment, scoping, and documenting of complex requirements
Strong knowledge of MS Word and Excel.
Ability to work a flexible schedule between hours of 7am EST and 7pm EST Monday-Friday
Extremely strong organization skills
Strong use of situational judgement to determine best course of action for a given issue
Demonstrated individual ownership and accountability while working in a complex environment
About Us
Skills Required
- Hands on experience with commercial products and related systems, workflow and process
- Strong problem solving and pattern recognition skills
- Exceptional verbal and written communication skills
- Strong customer service and interpersonal skills
- Negotiation and conflict management skills with ability to influence priorities
- Ability to handle multiple priorities within strict time constraints
- Excellent organizational and multi-tasking skills
- Strong analytical and strategic thinking skills
- Strong knowledge of field organization structure and high level workflows
- Ability to work independently and in a team environment; demonstrated ownership and accountability
- Technical domain experience in analysis, impact assessment, scoping, and documenting complex requirements
- Strong knowledge of Microsoft Word and Excel
- Ability to work a flexible schedule between 7am EST and 7pm EST Monday-Friday
- Knowledge of and compliance with corporate policies and regulatory standards (e.g., SOX, PCI)
- Bachelor's degree or equivalent
- Experience collaborating with Product, Underwriting, Operations, and IT teams
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.
