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Customer Service Supervisor – 5+ Yrs Managing Inbound Call Center/2+ Yrs Litigation Mgmt
at Chubb Insurance in Simsbury, CT
For more than 125 years, Chubb & Son, a division of Federal Insurance Company 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 28 countries staffed by 10,600 employees. The Chubb Corporation reported $50.6 billion in assets and $14.1 billion in revenues in 2007. According to Fortune magazine, Chubb is the 176th 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 Customer Service Supervisor for our Simsbury, CT office.
Organizational Overview:
The mission of the Claim Litigation Management Unit (LMU) is to provide Chubb's insureds with the highest quality legal services to cost effectively resolve their claims. The Litigation Cost Management Group (LCMG), an integral part of the LMU, delivers on this mission by reviewing all invoices from US and Canadian based law firms that provide claims related legal services to Chubb and its insureds. This group reviews over 100,000 invoices annually and ensures that all outside counsel invoices are processed in accordance with Chubb's Litigation Management Guidelines.
Position Description:
This position is responsible for establishing, managing and delivering service level goals for all legal bill review processing partners. Will provide centralized coordination and support for service related and bill review department inquires. This position is located in Simsbury, CT and will report to the Litigation Cost Management Group Manager.
Primary Job Responsibilities & Essential Job Functions:
• Oversight and management of customer service group
• Central point of contact for Chubb business partner inquiries and requests
• Accountable for resolving escalated inquiries in a timely and customer focused manner
• Responsible for management of special handling instructions and procedures
• Communicate with business partners to ensure ease of business with legal bill and payment process
• Provide productivity and service based performance reports to business partners as requested and required
• Manage all established communication avenues including, but not limited to, telephone “hotlines” and department email queues
• Gathers and analyzes customer feedback and implements continuous improvements including training initiatives
• Recognizes and recommends solutions based on customer service trends and related data
Knowledge / Skills / Experience / Education:
• Bachelor’s Degree required
• Must demonstrate strong competencies in understanding, prioritizing and resolving customer inquiries and service requesting. Experience in managing and providing customer services support for law firms is a plus.
• Minimum of five years managing in-bound customer service teams required. Must demonstrate competencies in modeling and directing superior customer services behaviors for direct and indirect reports.
• Minimum of two years of experience in the litigation management, law firm administration or claims handling
• Process orientation and process improvement focus with special consideration to customer service
• Proven experience in designing, building and managing customer service organizations; in-bound call centers, email or on-line based services…etc.
• Proven ability to work across dept/functional lines in order to influence and direct to achieve goals of the department
• Must have excellent verbal and written communications skills.
• Experience in customer service technologies including call center, web based, email and telephonic communication channels
• Excellent problem solving skills
• Strong computer literacy with background knowledge of Microsoft products. Knowledge of e-billing software a plus
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 9499.
http://www.chubb.apply2jobs.com/index.cfm?fuseaction=mExternal.showJob&RID=9499&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 28 countries staffed by 10,600 employees. The Chubb Corporation reported $50.6 billion in assets and $14.1 billion in revenues in 2007. According to Fortune magazine, Chubb is the 176th 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 Customer Service Supervisor for our Simsbury, CT office.
Organizational Overview:
The mission of the Claim Litigation Management Unit (LMU) is to provide Chubb's insureds with the highest quality legal services to cost effectively resolve their claims. The Litigation Cost Management Group (LCMG), an integral part of the LMU, delivers on this mission by reviewing all invoices from US and Canadian based law firms that provide claims related legal services to Chubb and its insureds. This group reviews over 100,000 invoices annually and ensures that all outside counsel invoices are processed in accordance with Chubb's Litigation Management Guidelines.
Position Description:
This position is responsible for establishing, managing and delivering service level goals for all legal bill review processing partners. Will provide centralized coordination and support for service related and bill review department inquires. This position is located in Simsbury, CT and will report to the Litigation Cost Management Group Manager.
Primary Job Responsibilities & Essential Job Functions:
• Oversight and management of customer service group
• Central point of contact for Chubb business partner inquiries and requests
• Accountable for resolving escalated inquiries in a timely and customer focused manner
• Responsible for management of special handling instructions and procedures
• Communicate with business partners to ensure ease of business with legal bill and payment process
• Provide productivity and service based performance reports to business partners as requested and required
• Manage all established communication avenues including, but not limited to, telephone “hotlines” and department email queues
• Gathers and analyzes customer feedback and implements continuous improvements including training initiatives
• Recognizes and recommends solutions based on customer service trends and related data
Knowledge / Skills / Experience / Education:
• Bachelor’s Degree required
• Must demonstrate strong competencies in understanding, prioritizing and resolving customer inquiries and service requesting. Experience in managing and providing customer services support for law firms is a plus.
• Minimum of five years managing in-bound customer service teams required. Must demonstrate competencies in modeling and directing superior customer services behaviors for direct and indirect reports.
• Minimum of two years of experience in the litigation management, law firm administration or claims handling
• Process orientation and process improvement focus with special consideration to customer service
• Proven experience in designing, building and managing customer service organizations; in-bound call centers, email or on-line based services…etc.
• Proven ability to work across dept/functional lines in order to influence and direct to achieve goals of the department
• Must have excellent verbal and written communications skills.
• Experience in customer service technologies including call center, web based, email and telephonic communication channels
• Excellent problem solving skills
• Strong computer literacy with background knowledge of Microsoft products. Knowledge of e-billing software a plus
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 9499.
http://www.chubb.apply2jobs.com/index.cfm?fuseaction=mExternal.showJob&RID=9499&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 Jul 19, 2011
Viewed: 1347 times
Viewed: 1347 times
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