Customer Relations Specialist:

The Customer Relations Specialist is responsible for coordinating the research, resolution and response for customer inquiries and complaints for Chubb Personal Risk Services (PRS).  The individual in this role works closely with all segments of customers, PRS and Business Partners, and Corporate Offices to ensure complaints are resolved in a timely manner.  The individual supports key stakeholders to ensure accurate research and resolution of issues within compliance requirements and PRS guidelines.  This position has a significant impact on customer retention and perception of our organization.  The dynamic environment provides the opportunity to ensure that the service we deliver upholds and aligns with PRS and the Corporations brand and reputation.

Key Responsibilities:

Coordinate customer inquiries/complaints for Chubb Personal Risk Services (PRS) within Department of Insurance mandated State Regulations, and/or established corporate deadlinesInterpret customer issues and determine appropriate actions to research, resolve and respond to complaintServe as main customer contact, communicating verbally and/or in writing to customers on research and resolution of issueCollaborate with Agents, General Counsel, and Personal Lines Departments (Underwriting, Marketing, PRS, etc.) to resolve complaintsManage CRM database tracking tool for escalated issues used for recording and documenting activity on complaintsSupport Chubb PRS Business Partners and Corporate Complaint Office with questions relating to complaint resolution and DOI inquiriesIdentify and recommend process improvements; working on projects to implement broader improvements and efficiencies across business units that result in improved customer experience and satisfaction

Knowledge, Skills and Abilities Required: 

Bachelor’s Degree preferred, with a minimum of 3 to 5 years of experience Personal Lines Insurance, Claims or UnderwritingThorough understanding of PRS products and workflows, and general understanding of underwriting practices and guidelinesUnderstanding of PRS policy, Oden and regulatory compliance guidelines is a plusStrong influence management skills are critical as this person must be able to develop relationships quickly with customers, agents and external contactsStrong analytical, problem solving and decision-making capabilitiesExcellent communication skills both written and verbalAbility to work independently, to organize and prioritize incoming work to meet critical deadlinesAbility to think strategically to solve problems by either applying existing procedures, or creatively arriving at alternative solutions within company/regulatory guidelinesUnderstanding of BCWS, MPRT, PRS workflows, UW guidelinesUnderstanding of Non-renewal and Billing processes are beneficialAbility to create general Excel Spreadsheets, PowerPoint Presentations, and Word DocumentsProven ability to demonstrate flexibilityExperience working in a phone queue. 

The pay range for the role is $75,000 to $90,000. 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 at https://careers.chubb.com/global/en/north-america.  The disclosed pay range estimate may be adjusted for the applicable geographic differential for the location in which the position is filled.