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 strategically to solve problems by either applying existing procedures, or creatively arriving at alternative solutions within company/regulatory guidelines
• Understanding of BCWS, MPRT, PRS workflows, UW guidelines
• Understanding of Non-renewal and Billing processes are beneficial
• Ability to create general Excel Spreadsheets, PowerPoint Presentations, and Word Documents
• Proven ability to demonstrate flexibility
• Experience working in a phone queue.

The pay range for the role is $61,000 to $105,000 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 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, reinsurance, and life insurance to a diverse group of clients. The company is distinguished by its extensive product and service offerings, broad distribution capabilities, exceptional financial strength, underwriting excellence, superior claims handling expertise and local operations globally.

At Chubb, we are committed to equal employment opportunity and compliance with all laws and regulations pertaining to it. Our policy is to provide employment, training, compensation, promotion, and other conditions or opportunities of employment, without regard to race, color, religious creed, sex, gender, gender identity, gender expression, sexual orientation, marital status, national origin, ancestry, mental and physical disability, medical condition, genetic information, military and veteran status, age, and pregnancy or any other characteristic protected by law. Performance and qualifications are the only basis upon which we hire, assign, promote, compensate, develop and retain employees. Chubb prohibits all unlawful discrimination, harassment and retaliation against any individual who reports discrimination or harassment.