Job Description

Chubb is a world leader in insurance. With operations in 54 countries and territories, 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. As an underwriting company, we assess, assume and manage risk with insight and discipline. We service and pay our claims fairly and promptly. The company is also defined by its extensive product and service offerings, broad distribution capabilities, exceptional financial strength and local operations globally. Parent company Chubb Limited is listed on the New York Stock Exchange (NYSE: CB) and is a component of the S&P 500 index. Chubb maintains executive offices in Zurich, New York, London, Paris and other locations, and employs approximately 40,000 people worldwide. Additional information can be found at: www.chubb.com.

Chubb celebrates diversity by fostering an inclusive, flexible and equitable workplace. We support applications from all members of our community and equitable access to our employment opportunities. We are open to discussing workplace flexibility in all our vacancies, to ensure we can attract the best candidates and accommodate individual needs, differences, disabilities and working arrangements. Please let us know if you require any adjustments to the recruitment process so we can support you to present your best self.

Your Role

The purpose of this role is to enhance the experience for all American Express, Macquarie, Bendigo Adelaide and Investec customers by proving superior customer service, for all enquiries including claims relating to the No Additional Charge (NAC) Insurance on their Credit and Charge Cards. The role also involves service and make inbound sales to existing customers and potential customers in a professional manner whilst attaining a range of set financial and non-financial targets that will be set on a campaign by campaign basis. The role is to ensure that at every contact point we deliver exceptional service by ensuring the customer’s enquiries are met and resolved.

Key Responsibilities:

• To deliver seamless member experiences on the No Additional Charge (NAC) insurance program by delivering exceptional customer experiences and working within a culture built on the card issuers values within the Chubb NAC Services Team.
• Delivering an exceptional level of service on all enquires, including claims.
• Provide accurate and timely information to customers relating to the coverage prescribed by their Card Terms and Conditions.
• Ensuring every interaction with the customer is about exceptional customer experiences.
• Assisting the customer at every touch point in a professional manner.
• Understanding the customer needs and delivering a personalised service.
• Working within a heavily regulated industry, you will be expected to, in time, have and demonstrate a sound understanding of CHUBB’s legal, regulatory and internal compliance obligations (including CHUBB’s policies and procedures) and promote compliance, including achieving compliant outcomes within business unit.
• You’ll be expected to provide financial services efficiently, honestly and fairly;
  to successfully complete any prescribed training to maintain skills and competencies to fulfil role and functions; and to identify, record and report complaints, conflicts, breeches and other reportable matters in a timely manner.
• As a team member of the Inbound Service and Claims team you will be expected to meet or exceed financial targets whilst meeting service levels
• You will ensure that the handling of all written queries is within a five-day time frame in a professional and efficient manner and within CHUBB Direct Marketing Customer Service Standards.
• As a frontline sales person you will be expected to identify sales opportunities and also to give regular feedback to the team and Account Managers. You will utilise your sales skills to identify customer needs and obtain the sales rate target assigned to any individual campaign. You will utilise your skills to retain customers who call in to cancel their existing policies.
• You might participate and contribute in training workshops from time to time and provide relevant feedback to stakeholders.
• To Ensure QA scores are met at all times to adopt quickly to any procedural changes.
  

What you’ll bring to the role

• Exceptional customer service skills, with a minimum of 12 months experience in a customer service focused role. Claims handling experience is highly regarded but not necessary.
• Excellent phone manner and verbal communication skills.
• Strong computer literacy and ability to learn new systems.
• Demonstrated problem solving skills.
• Analytical skills and a high attention to detail.
• Results driven and strong focus on continuing to improve.
• Solid competence in Excel, Word and PowerPoint.
• Must be a strong team player

Chubb is committed to equal employment and celebrates individual differences by creating a workplace environment in which everyone feels welcomed, respected and valued. We offer you the opportunity to work as part of a dynamic and agile environment where continuous development is encouraged throughout your career, both locally and globally. Some additional benefits offered include a flexible working approach via our “My One Thing” initiative, education assistance, dress for your day every Friday, promotion of health and wellbeing (including discounted health insurance, daily breakfast and fresh fruit), and the option to enrol into the Chubb Limited discounted stock purchasing scheme.

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