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Combined Insurance Operations Quality Specialist in United States

C hubb is the world’s largest publically 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 company is distinguished by its extensive product and service offerings, broad distribution capabilities, exceptional financial strength, underwriting excellence, superior claims handling expertise and local operations globally.

With a division of approximately 550 employees across multiple locations (Whitehouse Station, NJ, Bethlehem, PA, O’Fallon, MO and Richmond, IN), Chubb Personal Risk Services (PRS) Operations provides industry leading service to clients, agents and internal business partners.

Key Responsibilities:

The Quality Specialist will be responsible for executing upon an ongoing program for new and existing hires, assessing and assembling results with an eye toward identifying actionable coaching and training needs and creating new ad-hoc quality analysis for specific initiatives oriented towards customer experience improvements. This position will instill a consistent approach to how quality is assessed/scored (removing all subjectivity) through monthly/quarterly calibrations, blind audit samplings and peer to peer collaboration across multiple locations. The Quality Specialist will ensure consistency in the quality review process through coaching/training of Team Specialists (auditors) and provide the management team with feedback on findings and recommended course corrections.

Requirements:

  • Bachelor degree from an accredited college or university

  • Minimum 5 years of insurance or related experience with an in-depth knowledge of Operations processes and responsibilities

  • Strong communication (ability to communicate clearly and concisely with others in various levels of management) and presentation skills

  • Ability to exercise influence and champion what has been identified as Operational standards

  • Sound understanding of core Personal Lines Operation functions and associated workflows and metrics; experience with more than one line of business a plus

  • Track record of detail orientation and excellent time management skills to ensure completion of assignments in a timely manner and within schedule

  • Ability to work in a team environment, collaborate at all levels and share knowledge and feedback through excellent written and verbal communication skills

  • Personal Lines Insurance Operations knowledge is a plus

    Technical Skills:

  • Possess advanced analytical thought process and clear understanding of root cause failure analysis tools

  • PC literate with Advanced proficiency in MS Excel, Word, PowerPoint

  • Possess and demonstrate outstanding computer skills as required for tracking / analyzing data, generating reports, creating presentations, and automating reports

  • Knowledge of Verint is also a plus

    **The position may require travel.

    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 .

Job: *Operations/Administration

Title: Operations Quality Specialist

Location: null

Requisition ID: 329708

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