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Billing Services Supervisor – 3+ years of Call Center Leadership Exp along with Strong People Mgmt S
at Chubb Insurance in Whitehouse Station, NJ
For more than 125 years, the Chubb Group of Insurance Companies has been delivering exceptional property and casualty insurance products and services to businesses and individuals around the world.
Today, we are the 11th largest property and casualty insurer in the United States and have a worldwide network of some 120 offices in 27 countries staffed by 10,400 employees. The Chubb Corporation reported $48 billion in assets and $13.2 billion in revenues in 2008. According to Fortune magazine, Chubb is the 203rd largest U.S.-based corporation. The magazine also includes Chubb in its list of “America’s Most Admired Companies.” Forbes listed Chubb as one of America’s 400 Best Big Companies.
Chubb has maintained its reputation and financial stability with underwriting expertise, unparalleled customer service, unique industry-specific specialization and a deep respect for all of our employees.
Currently, Chubb is seeking a Billing Services Senior Supervisor for the Whitehouse Station, NJ office.
Job Description
The Billing Services Senior Supervisor will manage a staff of 18 with responsibility for driving customer satisfaction, by resolving billing inquiries over the phone, product questions and providing website assistance. This includes managing performance, coaching and delivering feedback, and leveraging the strengths and talents of each individual. Additional analysis of phone metrics, call review, and trending is essential.
Position Responsibilities:
• Improve the delivery of services and processes to gain efficiencies and improve customer satisfaction
• Continuously foster a superior customer service mindset within a call center environment by driving “One Call Resolution”
• Coach and develop staff to enhance their business knowledge and customer service skills
• Provide leadership through effective communication, motivation, coaching and goal setting to achieve
superior customer service
• Foster motivation of others to perform their duties and create an environment of inclusion, encouraging innovation and appropriate risk taking
• Manage the performance process for all direct reports
• Ensure workflow compliance with SOX regulations
• Act as a key member in the implementation of the Billing Strategy
• Research and respond to customer inquiries
• Manage Customer Care Inbox, ensuring timely and accurate replies to customer email inquiries
• Provide support for marketing on initiatives (Collector Car, Wildfire Defense, IDT 911)
• Monitor daily work distribution including project work assigned by Management Team
• Identify and manage trends to create efficiencies and improve service
• Conduct individual and unit audits and identify areas for improvement as well as providing feedback on training needs
• Establish and maintain strong relationships with Customer Service Center staff and business partners (Agents, Marketing and Underwriting)
• Ability to manage quality (call monitoring) program
• Flexible schedule between the hours of 8am-8pm
Competencies & Skills Required:
• 3-5 years of customer service/call center supervisory experience is required
• Strong customer service skills with demonstrated accomplishments in problem solving, solution development, decision making, and project management skills
• Demonstrated ability to lead, develop, and motivate direct reports
• Proven ability to create opportunities for learning and development of direct reports
• Ability to evaluate service standards, metrics and processes to support business objectives
• Possess effective communication skills (verbal & written)
• Excellent time management and organizational skills
• Ability to demonstrate leadership and effectively collaborate with internal and external business partners
• Ability to successfully achieve business results
• Ability to think strategically
• Possess strong analytical skills to solve complex problems
• High level of attention to detail and quality
• Proven ability to exercise good judgment when making decisions
• Ability to manage quality (call monitoring) program
• Strong negotiation skills
• Ability to work independently and adhere to demanding time constraints
• Ability to provide positive support of change management
• Self-motivated and ability to interact/collaborate with team members to produce positive business results
• Ability to learn new technologies, workflows, and system enhancements quickly and efficiently
• Strong computer skills, proficient in Word, Excel and PowerPoint
• Experience in insurance billing a plus
A critical component of this position is people management. This incumbent must have documented success in hiring, developing, and retaining talent. The Senior Supervisor will ensure that all direct reports understand their job responsibilities, and have the required tools to effectively do their jobs. The incumbent must adhere to all performance management guidelines including completion of individual evaluation
Chubb prides itself on the ability to provide all employees with an extraordinary work environment which promotes teamwork, diversity and incentives for those who exceed expectations. Chubb has been recognized as one of the top 50 companies for diversity by DiversityInc magazine, one of America’s most admired companies by Forbes, and one of the top 100 companies to work for by Fortune.
Chubb's compensation and benefit plans work together to create a Total Rewards Program for our employees that is among the best in our industry. As a global organization, we work hard to achieve our goal of providing flexible and competitive compensation and benefits packages in each local market in which we operate. Our goal is to exceed average market practices for our performers. For more information about Chubb and our benefits, visit our website at www.chubb.com.
All interested applicants must apply online at www.chubb.apply2jobs.com Reference Requisition number 9039.
http://www.chubb.apply2jobs.com/index.cfm?fuseaction=mExternal.showJob&RID=9039&CurrentPage=2
Chubb & Son, Inc., a division of Federal Insurance Company, does not accept resumes from unsolicited third party agencies or recruiters. No fees will be paid to third parties who submit unsolicited candidates in this manner.
Today, we are the 11th largest property and casualty insurer in the United States and have a worldwide network of some 120 offices in 27 countries staffed by 10,400 employees. The Chubb Corporation reported $48 billion in assets and $13.2 billion in revenues in 2008. According to Fortune magazine, Chubb is the 203rd largest U.S.-based corporation. The magazine also includes Chubb in its list of “America’s Most Admired Companies.” Forbes listed Chubb as one of America’s 400 Best Big Companies.
Chubb has maintained its reputation and financial stability with underwriting expertise, unparalleled customer service, unique industry-specific specialization and a deep respect for all of our employees.
Currently, Chubb is seeking a Billing Services Senior Supervisor for the Whitehouse Station, NJ office.
Job Description
The Billing Services Senior Supervisor will manage a staff of 18 with responsibility for driving customer satisfaction, by resolving billing inquiries over the phone, product questions and providing website assistance. This includes managing performance, coaching and delivering feedback, and leveraging the strengths and talents of each individual. Additional analysis of phone metrics, call review, and trending is essential.
Position Responsibilities:
• Improve the delivery of services and processes to gain efficiencies and improve customer satisfaction
• Continuously foster a superior customer service mindset within a call center environment by driving “One Call Resolution”
• Coach and develop staff to enhance their business knowledge and customer service skills
• Provide leadership through effective communication, motivation, coaching and goal setting to achieve
superior customer service
• Foster motivation of others to perform their duties and create an environment of inclusion, encouraging innovation and appropriate risk taking
• Manage the performance process for all direct reports
• Ensure workflow compliance with SOX regulations
• Act as a key member in the implementation of the Billing Strategy
• Research and respond to customer inquiries
• Manage Customer Care Inbox, ensuring timely and accurate replies to customer email inquiries
• Provide support for marketing on initiatives (Collector Car, Wildfire Defense, IDT 911)
• Monitor daily work distribution including project work assigned by Management Team
• Identify and manage trends to create efficiencies and improve service
• Conduct individual and unit audits and identify areas for improvement as well as providing feedback on training needs
• Establish and maintain strong relationships with Customer Service Center staff and business partners (Agents, Marketing and Underwriting)
• Ability to manage quality (call monitoring) program
• Flexible schedule between the hours of 8am-8pm
Competencies & Skills Required:
• 3-5 years of customer service/call center supervisory experience is required
• Strong customer service skills with demonstrated accomplishments in problem solving, solution development, decision making, and project management skills
• Demonstrated ability to lead, develop, and motivate direct reports
• Proven ability to create opportunities for learning and development of direct reports
• Ability to evaluate service standards, metrics and processes to support business objectives
• Possess effective communication skills (verbal & written)
• Excellent time management and organizational skills
• Ability to demonstrate leadership and effectively collaborate with internal and external business partners
• Ability to successfully achieve business results
• Ability to think strategically
• Possess strong analytical skills to solve complex problems
• High level of attention to detail and quality
• Proven ability to exercise good judgment when making decisions
• Ability to manage quality (call monitoring) program
• Strong negotiation skills
• Ability to work independently and adhere to demanding time constraints
• Ability to provide positive support of change management
• Self-motivated and ability to interact/collaborate with team members to produce positive business results
• Ability to learn new technologies, workflows, and system enhancements quickly and efficiently
• Strong computer skills, proficient in Word, Excel and PowerPoint
• Experience in insurance billing a plus
A critical component of this position is people management. This incumbent must have documented success in hiring, developing, and retaining talent. The Senior Supervisor will ensure that all direct reports understand their job responsibilities, and have the required tools to effectively do their jobs. The incumbent must adhere to all performance management guidelines including completion of individual evaluation
Chubb prides itself on the ability to provide all employees with an extraordinary work environment which promotes teamwork, diversity and incentives for those who exceed expectations. Chubb has been recognized as one of the top 50 companies for diversity by DiversityInc magazine, one of America’s most admired companies by Forbes, and one of the top 100 companies to work for by Fortune.
Chubb's compensation and benefit plans work together to create a Total Rewards Program for our employees that is among the best in our industry. As a global organization, we work hard to achieve our goal of providing flexible and competitive compensation and benefits packages in each local market in which we operate. Our goal is to exceed average market practices for our performers. For more information about Chubb and our benefits, visit our website at www.chubb.com.
All interested applicants must apply online at www.chubb.apply2jobs.com Reference Requisition number 9039.
http://www.chubb.apply2jobs.com/index.cfm?fuseaction=mExternal.showJob&RID=9039&CurrentPage=2
Chubb & Son, Inc., a division of Federal Insurance Company, does not accept resumes from unsolicited third party agencies or recruiters. No fees will be paid to third parties who submit unsolicited candidates in this manner.
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Published on Jun 15, 2011
Viewed: 974 times
Viewed: 974 times
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