Customer Care Associate - Chicago, IL, United States

Description · Combined Insurance, a Chubb Company, is seeking a Customer Care Associate join our fast-paced, high energy, and growing company. For nearly 100 years in the insurance industry, our company has been passionate about serving our customers and providing them peace of m ...

Job description

Description

Combined Insurance, a Chubb Company, is seeking a Customer Care Associate join our fast-paced, high energy, and growing company. For nearly 100 years in the insurance industry, our company has been passionate about serving our customers and providing them peace of mind and protection when they need it the most. Come build your career here, along with other positive, hard-working, talented professionals—just like you

JOB SUMMARY:

This position is primarily responsible for analyzing, researching and responding to all service related customer inquiries. The avenues of communication with this position are via letter, email, or fax. 

The PHS Customer Care Associate role requires a skillset geared towards analytical thinking, decision making, crafting business correspondence, multiple application navigation and a capability to handle moderate to high complexity assignments. 

The PHS Customer Care Associate is also responsible for personal tracking of various duties including daily productivity reports, time service reporting as well as any tracking of correspondence produced should there be a need for potential specialty mailing, escalated handling, etc. 

RESPONSIBILITIES

• Analyze, research, and respond to all Policyholders inquiries via any of the following avenues: Business correspondence or email communication. 
• Understand customer's request(s), reviewing applicable policy administration systems, gathering needed information to provide or to resolve customer needs and disputes. 
• Communications will accurately describe the outcome of customer's request, provide all relevant updates and information needed with the business appropriate tone. 
• Provide support and/or handle internal Policyholder Service Center escalations or time-sensitive customer inquiries.
• Conduct all necessary system transactions to satisfy completion of a service request.  Such transactions could include policy accounting, policy record updates, termination or reactivation transactions, policy conversions, etc.
• Accurately document back-office systems/ upload documents to record storage databases. 
• Expected to handle any other duties assigned by Manager as well as participation in team functions, meetings, incentive programs, etc.
• Build broad understanding of our products and systems.
• High volume processing output with focus on providing a positive customer experience; balancing efficiency, timeliness, and quality within department's SLA requirements.
• Ability to maneuver between system applications confidently to find information and respond to customer needs in a timely manner.
• Collaborate with team leadership to ensure effective resolution of unfamiliar customer needs, follow-up, and workflow.
• Support Regulatory customer facing work.
• Handle Special Projects that may be assigned to include Company initiatives, cleanup activities, etc.
• Support or collaborate with other departments within Operations or others as needed.

COMPETENCIES 

• Problem Solving – Takes an organized and logical approach to thinking through problems and complex issues. Simplifies complexity by breaking down issues into manageable parts. Looks beyond the obvious to get at root causes. Develops insight into problems, issues and situations.
• Continuous Learning – Demonstrates a desire and capacity to expand expertise develop new skills and grow professionally. Seeks and takes ownership of opportunities to learn, acquire new knowledge and deepen technical expertise. Takes advantage of formal and informal developmental opportunities. Takes on challenging work assignments that lead to professional growth. 
• Initiative – Willingly does more than is required or expected in the job. Meets objectives on time with minimal supervision. Eager and willing to go the extra mile in terms of time and effort. Is self-motivated and seizes opportunities to make a difference. 
• Adaptability – Ability to re-direct personal efforts in response to changing circumstances. Is receptive to new ideas and new ways of doing things. Effectively prioritizes according to competing demands and shifting objectives. Can navigate through uncertainty and knows when to change course. 
• Relationship-Builder – Is helpful, respectful, approachable, team and service-oriented, building strong working relationships and a positive work environment; maintains an exceptional client service mindset.
• Results Oriented – Effectively executes on plans, drives for results and takes accountability for outcomes. Perseveres and does not give up easily in challenging situations. Recognizes and capitalizes on opportunities. Takes full accountability for achieving (or failing to achieve) desired results. 
• Detail Oriented – Has exceptional attention to detail and focus on accurate and timely delivery.
• Creativity – Possess the ability to analyze a situation and develop an alternative method for handling a situation when traditional methods aren't successful. 

SKILLS/EXPERIENCE:

• Ability to champion solutions to customer requests through independent critical thinking and appropriate judgment
• Ability to communicate effectively via business correspondence and email is imperative.
• Advanced analytical abilities using logical practices to resolve customer issues.
• Ability to operate efficiently in a fast-paced environment with sharp attention to detail
• Ability to work independently and with minimal supervision.
• Ability to multi-task and manage competing daily priorities, maintaining composure.
• Customer Service background (written and verbal)
• 2-3 years of experience required.
• Insurance background helpful.
• Microsoft Office – Excel, Word, Outlook required.

EDUCATION:

• High School graduate
• College Preferred