Customer Care Associate - 6528

at Chubb in Chicago, Illinois, United States

Job Description

JOB DESCRIPTION

Combined Insurance, a Chubb Company, is seeking a Customer Care Associate join our fast-paced, high energy, and growing company. For nearly 100 years in the insurance industry, our company has been passionate about serving our customers and providing them peace of mind and protection when they need it the most. Come build your career here, along with other positive, hard-working, talented professionals-just like you!

JOB SUMMARY:

This position is primarily responsible for analyzing, researching, and responding to all service-related customer inquiries. The avenues of communication with this position are via letter, email, or fax.

The PHS Customer Care Associate role requires a skillset geared towards analytical thinking, decision making, crafting business correspondence, multiple application navigation and a capability to handle moderate to high complexity assignments.

The PHS Customer Care Associate is also responsible for personal tracking of various duties including daily productivity reports, time service reporting as well as any tracking of correspondence produced should there be a need for potential specialty mailing, escalated handling, etc.

RESPONSIBILITIES

• Analyze, research, and respond to all Policyholders inquiries via any of the following avenues: business correspondence or email communication.
• Understand customer's request(s), reviewing applicable policy administration systems, gathering needed information to provide or to resolve customer needs and disputes.
• Communications will accurately describe the outcome of customer's request, provide all relevant updates and information needed with the business appropriate tone.
• Provide support and/or handle internal Policyholder Service Center escalations or time-sensitive customer inquiries.
• Conduct all necessary system transactions to satisfy completion of a service request. Such transactions could include policy accounting, policy record updates, termination or reactivation transactions, policy conversions, etc.
• Accurately document back-office systems/ upload documents to record storage databases.
• Expected to handle any other duties assigned by Manager as well as participation in team functions, meetings, incentive programs, etc.
• Build broad understanding of our products and systems.
• High volume processing output with focus on providing a positive customer experience; balancing efficiency, timeliness, and quality within department's SLA requirements.
• Ability to maneuver between system applications confidently to find information and respond to customer needs in a timely manner.
• Collaborate with team leadership to ensure effective resolution of unfamiliar customer needs, follow-up, and workflow.
• Support Regulatory customer facing work.
• Handle Special Projects that may be assigned to include company initiatives, cleanup activities, etc.
• Support or collaborate with other departments within Operations and Claims, as needed.

COMPETENCIES

• Relationship-Builder - Is helpful, respectful, approachable, team and service-oriented, building strong working relationships and a positive work environment; maintains an exceptional client service mindset.
• Problem Solving - Takes an organized and logical approach to thinking through problems and complex issues. Simplifies complexity by breaking down issues into manageable parts. Looks beyond the obvious to get at root causes. Develops insight into problems, issues and situations.
...

Equal Opportunity Employer - minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity