The National Agency Solutions Team Leader is responsible for managing a team and work flows across Commercial Insurance and Small Commercial to provide effective case management for escalated operational & service inquiries that are received from Chubb Agents & Brokers. 

Major Responsibilities:

Manage a team and drive results in the following critical areas which will contribute to Chubb’s overall financial success: Provide timely customer service to incoming correspondence via email or phone calls Assume ownership and manage each case from start to finish. Respond to customer (internal/external) inquiries and requests in an efficient, accurate and professional manner to achieve an optimal outcome Exhibit empathy to understand the needs of dissatisfied agents and/or customers. Maintain performance standards within a fast-paced environment Navigate across multiple commercial systems and applications to research, analyze and resolve general inquiries from agents including questions on forms and conditions, service escalations, billing and discrepancy issues. Demonstrate the ability to establish strong relationships and build trust with key stakeholders, including Agents, Billing and Operations departments and across Commercial Insurance / Small Commercial/ Financial Lines Underwriting and business partners to improve customer experience with Chubb Work with the AST leader to identify and leverage opportunity to expand capabilities of the AST to further enhance customer experience as well as underwriting / field experiences Accountable for metrics & results as well as service standards Identify repeat escalation issues from agents / brokers and work with operations improve efficiencies, adjust process, and make recommendations on best practices. Advanced knowledge of Chubb principles, company products and underwriting guidelines Be knowledgeable and compliant to corporate policies, regulatory standards, internal business processes, and procedures while processing work and meeting/exceeding service performance and quality standards

 

Knowledge, Skills and Abilities:

Strong customer service skills including oral and written communication. Excellent collaboration skills and ability to work in a team environment Critical listening and thinking skills; demonstrated ability to problem solve Knowledge of middle market systems and workflows. Strong communication, collaboration, interpersonal and process management skills. Must be able to effectively multitask and balance multiple priorities. Results oriented with the ability to effectively problem solve and provide solutions. Demonstrated record of teamwork, managerial courage, and integrity. Strong business, financial and operational acumen in the Commercial Insurance space. Must be able to demonstrate strong leadership skills based upon past or current employment. Excellent PC skills, specifically with respects to Microsoft Excel. Ability to manage remote staff. Must have flexibility across time zones Bachelor’s degree preferred; will consider substantial related work experience Team leader or supervisory experience preferred 

 

Knowledge, Skills and Abilities:

Strong customer service skills including oral and written communication.Excellent collaboration skills and ability to work in a team environmentCritical listening and thinking skills; demonstrated ability to problem solveKnowledge of middle market systems and workflows.Strong communication, collaboration, interpersonal and process management skills.Must be able to effectively multitask and balance multiple priorities.Results oriented with the ability to effectively problem solve and provide solutions.Demonstrated record of teamwork, managerial courage, and integrity.Strong business, financial and operational acumen in the Commercial Insurance space.Must be able to demonstrate strong leadership skills based upon past or current employment.Excellent PC skills, specifically with respects to Microsoft Excel.Ability to manage remote staff.Must have flexibility across time zonesBachelor’s degree preferred; will consider substantial related work experienceTeam leader or supervisory experience preferred