• Job Description

  Req#: 21845

  The Help Desk Representative role for the Small Business Insurance Help Desk Team will be responsible for assisting both external and internal customers on a daily basis with a variety of requests. They will demonstrate technical and first level technical assistance and problem solving involving the following duties and responsibilities:

  Job Responsibilities:

  • Provide timely customer service to incoming requests via the phone in an automated call delivery environment.
  • Multi-task between incoming calls and e-mail requests with ability to meet turnaround time of 12 business hours.
  • Assume ownership and respond to customer (internal/external) correspondence, complaints, and inquiries in an efficient, accurate and professional manner to achieve an optimal outcome. Ability to meet our First Level Resolution standards.
  • To ensure complete resolution of all customer inquiries; may need to coordinate end to end service with other business partners.
  • Effectively navigate multiple systems and applications to research, analyze and resolve customer inquiries.
  • Work effectively in a team environment using professional interpersonal and communication skills.
  • Basic knowledge of Small Commercial insurance principles and company products.
  • Know and comply to corporate policies, regulatory standards (SOX), internal business processes (while processing work and meeting and/or exceeding service performance and quality standards.
  • Utilize basic understanding of product & underwriting guidelines.
  • As business priorities change, support other teams and process transactions as needed.
  • Complete assignments and other duties as assigned.
  • Maintain performance standards within a fast-paced environment.

  Qualifications

  Skills:

  • Strong customer service skills including oral and written communication.
  • Demonstrated leadership skills.
  • Ability to work with all types of customers and assist to best ability in resolving their issue.
  • Experience in a call center or customer service environment preferred.
  • Knowledge of customer service principles and practices.
  • Ability to handle multiple priorities within strict time constraints.
  • Excellent organizational skills, with the ability to multi-task.
  • Excellent verbal and written communications skills.
  • Excellent collaboration skills.
  • Strong Critical Thinking and Analytical Skills (Regarding being able to identify potential issues being triaged based on training).
  • Possesses the ability to work independently to complete assignments in a timely manner.
  • Ability to work well as in a team environment.
  • Demonstrated commitment to team and departmental goals.
  • Ability to make informed decisions, achieving the appropriate results.
  • Accurate Data Entry and Tracking skills required.
  • Working Knowledge of MS Word and Excel – To be used to reference and look up information.
  • Working Knowledge of Service Now preferred – To be used to track Help Desk tickets.
  • Working Knowledge of CXOne/NICE Phone Platform – To be used to take incoming calls.
  • Flexibility when schedule changes are needed and overtime needs are available.

  Education/Experience

  • College level education preferred, but not required based on prior experience(s).
  • Commercial Insurance experience is preferred but not required.
  • Work From Home/Remote Work Experience (able to troubleshoot basic connection issues, VPN experience, desktop setup, etc.)
  • Understanding of or ability to learn Small Business Insurance product and underwriting guidelines is required.
  • General Computer and Program knowledge is preferred (as we will be troubleshooting and triaging these types of issues on our team for our business partners.

• About the company

  Chubb Limited, incorporated in Zürich, Switzerland, is the parent company of Chubb, a global provider of insurance products covering property and casualty, accident and health, reinsurance, and life insurance and the largest publicly traded property an...

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