Customer Care Associate

Combined Insurance, a Chubb Company, is seeking a Customer Care Associate to join our fast-paced, high energy, growing company. We are proud of our tradition of success in the insurance industry of over 90 years. Come join our team of hard-working, talented professionals!

JOB SUMMARY

The PHS Customer Care Associate role requires a skillset geared towards analytical thinking, decision making, multiple application navigation and a capability to handle moderate to high complexity assignments. The primary source of work received and handled is customer initiated inquiries received via fax, email, scanned mail or after-call work.

The key responsibilities include reviewing customer’s request, reviewing applicable policy administration systems, gathering needed information to provide or to resolve customer needs and disputes along with any system transactions necessary to satisfy completion of the request. Such transactions could include policy accounting, policy data updates, policy termination or reactivation transactions, family plan conversions, etc.

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 documented tracking of correspondence produced to be used for potential check matching, specialty mailing, etc.

MAJOR DUTIES

• Complete training on all PHS work process types and be capable and flexible in the handling of all steps within these processes
• Gain a deep understanding of all company policies, procedures, products, customer support systems and service techniques applicable to the organization
• Practice strong communication skills to correspond with customers via a letter, fax, email and occasionally over the telephone as well as inter-departmental communications
• Demonstration of decision making skills, flexibility to maneuver through assignments of varying degrees of complexity
• Maintain all productivity and quality standards as established by the department
• Maintain organized workstation with easily accessible learning/procedural materials to enable independent decision making once training is completed
• Analyze, research, assess and respond to all policyholder written or verbal inquiries
• Determine best course of action using deduction, reasoning and logical judgment
• Complete all record adjustments and online changes to policyholder records via CRM, OpenText Mainframe, etc.
• Comfortable with processing financial transactions involving refunds, cash surrenders, life maturity processing, etc. via system transactions or accounting transactions with high level of accuracy
• Completion of case documentation on every file with specifics concerning the action and processes completed
• Ability to collaborate with colleagues throughout the organization and knowledge of appropriate counterparts based on request need (payment & billing, technical assistance, licensing, Claims, etc.)

LEVEL DIFFERENTIATORS (additional duties which differentiate position level within job family)

• Business writing ability
• Research and troubleshooting orientation
• Deep understanding of legacy system and online applications
• Effectively balances productivity goals with high quality of work produced
• Self-evaluates personal success in pace with organizational changes