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Operations Specialist in Whitehouse Station, NJ at Chubb Group of Insurance Companies

Date Posted: 8/9/2018

Job Snapshot

Job Description

Masterpiece Phone Team

The Specialist supports the business goals of the phone team, providing service support for Chubb appointed agencies and internal Chubb partners. New business applications and policy changes are received via phone and email requests. The team utilizes the PLS/Masterpiece systems and on-line resources to support new business quoting and the servicing of established business.



Job Description

 

Candidate will be responsible for the following: 

• Support the phone team by acting as a resource/subject matter expert and facilitating CSR training to increase skills.

• Assist Supervisor in monitoring training of new hires and experienced CSRs.

• Prepare/Maintain daily/weekly/monthly/quarterly administrative reports, such as (productivity, service, phone, accuracy, timeliness etc).

• Perform daily/monthly administrative duties as assigned by Supervisor.  

• Maintain and support the call review center standards. Assist with call coaching of 5 calls monthly per CSR and coaching/training to improve individual and department customer service results.

• Assist the phone team to meet departmental standards for call center productivity by managing, tracking, and reporting on work/availability phone results and the non-phone work volume and distribution results.

• Assist the phone team to meet the departmental standards for productivity by monitoring and auditing the timeliness of non-phone requests.

 • Assist the phone team to meet the departmental standards for quality by reviewing and auditing work based on guidelines for phone and non-phone requests. Using established workflow and escalation procedures and collaborating with internal/external customers to ensure accurate processing of quotes and policy changes.

• Assist in processing incoming work, and answering calls, as business needs require.

• Monitor/audit job function in-boxes and analyze results; Identify trends and make recommendations for opportunities for improvements as well as assist with the creation and updating of workflows.

-Develop knowledge and become proficient in Masterpiece and PLS systems

-Assist with Masterpiece and PLS training and provide technical support to the team for both systems when needed



Competencies & Skills Required

 

Demonstrated Technical knowledge.

• Excellent coaching and communication skills, verbal, written and interpersonal.

• Excellent time management and organizational skills; ability to handle multiple tasks, balance multiple priorities and work independently.

• Customer service focus / Excellent customer service skills - maintain and expand relationships with internal and external customers.

• Results oriented - ability to manage expectations for delivering tasks and assignments.

• Strong collaboration and relationship building skills.

• Strong negotiation, decision making, accountability and leadership skills.

• Strategic thinking and solution development; analytical skills.

• Detail and Quality focused.  

• Flexibility / Adaptable to change.

• Possess professional demeanor (confidentiality, dependability, tactfulness)

• Strong knowledge of Masterpiece Real Time, and knowledge management website.

• Knowledge of Personal Lines products and CPI business objectives.

• Knowledge of Microsoft Suite a plus (including Word, Excel, PowerPoint).

• Proficient in general workflows and inquiry systems.

• Knowledge of the Verint system to assist with call monitoring, a plus.

Education:

Associates or Bachelor’s degree or equivalent work experience.