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Job summary

The representative will handle inbound broker inquiries via phone and email, including processing new business, endorsements, and billing changes. They are responsible for maintaining accurate records and collaborating with underwriters to provide best-in-class service.

Job details

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. Qualifications 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.

What you’ll do

The representative will handle inbound broker inquiries via phone and email, including processing new business, endorsements, and billing changes. They are responsible for maintaining accurate records and collaborating with underwriters to provide best-in-class service.

Requirements

Candidates should possess strong communication and problem-solving skills with an aptitude for working in a fast-paced contact centre environment. Previous experience in insurance or financial services and a college or university degree are considered assets.

Listed skills

• Time management · Preferred
• Customer service · Preferred
• Problem solving · Preferred
• Attention to detail · Preferred
• Communication · Preferred
• Multi-Tasking · Preferred
• Data entry · Preferred
• Relationship Building · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer service
• Communication
• Problem-solving
• Time management
• Organizational skills
• Data entry
• Insurance knowledge
• Multi-tasking
• Analytical skills
• Cross-selling
• Up-selling
• Computer literacy
• Relationship building
• Attention to detail
• Inbound Calls
• Cross-Selling
• Service Offerings
• Personal Lines Insurance
• Underwriting
• Billing
• Call Center Experience
• Casualty Insurance
• Claims Processing
• Customer Service
• Leadership
• Problem Solving
• Operations
• Reinsurance
• Upselling

Job areas

• Customer Service & Support
• Finance & Accounting
• Administrative
• Customer Service Representative
• Customer Service Representative (General)
• Inquiry Clerks
• Customer Service Representatives