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Job Details

Combined Insurance Company of America

Cash Team & Billing Escalation Service Team Leader (341655)

Customer Service

Customer Service



Wilmington, Delaware, United States

Cash Team & Billing Escalation Service Team Leader, CSSC - Collections Shared Service Center

Chubb is the world’s largest publicly traded property and casualty insurer. With operations in 54 countries, Chubb provides commercial and personal property and casualty insurance, personal accident and supplemental health insurance, reinsurance, and life insurance to a diverse group of clients.

The Cash/Billing Escalations Service Team Leader will help colleagues work together and ensure they’re delivering best in class customer service. The Team Leader will provide guidance, instruction, direction, and leadership for both the Cash team (12 onshore and 25 offshore) and the newly formed Billing Escalations Service team which is comprised of SME resource from various functional areas within the Collections Shared Service Center.

Key Responsibilities

  • Manages the flow of work on day to day basis. Provides work assignments, assists with prioritization, and ensures the accuracy of work. This includes answering of complex questions, problem resolution and over all support to the Manager of Cash and Billing Escalations Service Operations leader
  • Diligently works to provide high levels of Customer Service working with team to develop a customer service mindset
  • Demonstrates the ability to direct, train, coach and develop team members
  • Develops and executes on training plans
  • Reinforce “One Chubb, One Team” mentality – one team working across several receivable systems, policy administration systems, and inter-connected processes
  • Drive ownership and accountability
  • Analyzes workflows, procedures, and systems for continuous improvement
  • Responsible for documenting on-shore SOP’s and procedures
  • Identifies and resolves process deficiencies and quality control issues across the team
  • Balances demands with team skills and work capacity; Reacts quickly to manage changing/completing priorities
  • Assist in planning and implementation of projects and/or process changes
  • Monitors that cash processing meets or exceeds all Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) for accuracy and timeliness in multiple receivable systems and sub-processes. Monitor, report on, un-applied and un-allocated cash in all sub-processes
  • Oversees the work assignments related to the daily Funding Desk process, responsible for direct withdrawals from Chubb client’s bank accounts
  • Oversees the work assignments related to the Large Loss Desk process, responsible for the billing, collection, and disbursement of large claims and settlement payments for ESIS nationwide
  • Oversees the work assignments related to Billing Escalations Service team
  • Lead, mentor, and develop a diverse team in multiple offices, including exempt and non-exempt team members
  • Responsible for obtaining user IDs and system access for team members

Knowledge, Skills & Abilities

  • Bachelor’s Degree Preferred or significant relevant work experience
  • Prior supervisory experience in a processing environment
  • Excellent organization, time management, and planning skills
  • Ability to recognize a change in priorities and workflows as needed
  • Strong analytical skills, problem solving ability, and attention to detail
  • Strong customer service focus
  • Resourcefulness to seek out and consider multiple sources of data and apply evaluative thinking

Chubb offers a competitive compensation package and comprehensive benefits package including life, health and dental, vision, a generous retirement savings plan, disability coverage, stock purchase plan, flexible spending accounts, tuition reimbursement, and business casual dress. At Chubb, we are committed to equal employment opportunity and compliance with all laws and regulations pertaining to it. Our policy is to provide employment, training, compensation, promotion, and other conditions or opportunities of employment, without regard to race, color, religion, age, sex, sexual orientation, transgender, national origin, disability, genetic information, veteran or marital status, or any other characteristic protected by law.

For additional information about Chubb or its services, please visit our website at