Customer Service Representative, Personal Risk Service Centre (12 Month Contract)

Chubb is a world leader in insurance. 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.

KEY OBJECTIVE:

We are looking for an individual who is interested in working in a fast-paced call centre environment to help deliver best-in class service to our broker partners. After completing a comprehensive training program, you will help serve the personal insurance needs of our internal and external customers. This includes the handling of business transactions via phone, e-mail, and carrying out on-line transactions including quoting new business, issuing new lines, processing billing changes and various endorsement requests. Customer Service Representatives build strong broker relationships by providing guidance and knowledge of Chubb products and services, problem-solving, and cross-selling and up-selling on incoming calls and emails.

The Personal Risk Service Centre operating hours are Monday- Friday 8:30am- 7:00 pm

MAJOR RESPONSIBILITIES:

• Communicate with brokers via e-mail and phone (on average 30-40 inbound calls per day);

• Respond and handle broker requests for new business lines, endorsements and renewal policies while providing superior customer service;

• Provide quotes to brokers and cross sell coverage to round out accounts;

• Conduct regular follow up with brokers for additional policy / client information;

• Review incoming requests, making appropriate decisions and processing accordingly;

• File set-up and maintenance on personal risk system;

• Ongoing liaison with underwriters regarding decisions on accounts;

• Ensure ability to work different contact centre shifts within the business hours of 8:30am to 7:00pm, as scheduled by supervisor;

• Learn the basic concepts of Personal Lines insurance and Chubb products (home, auto, valuable articles/collectibles, etc)

• Additional tasks as assigned.

• Bilingualism in English and French is an asset;

• College/university degree or equivalent insurance-related education is an asset;

• Previous experience in a high-volume contact center with a focus on decision making is an asset;

• Previous insurance or financial services experience is an asset, as are CIP courses or a willingness to take CIP courses through the Insurance Institute;

• Proven customer service skills and ability to work well with people;

• Excellent verbal and written communication skills;

• Proven ability to solve problems independently and with success;

• Ability to work well in a team and to function in a multi-task environment;

• Aptitude for evaluating, analyzing and interpreting information;

• Ability to prioritize, work efficiently within tight timelines and is adaptable to change;

• Strong organizational and time management skills with the ability to follow-up independently;

• High degree of comfort in working with numbers and computer systems.