Call Center Representative

The CWB Representative role supports the CWB contact center by servicing customers through inbound/outbound calls and emails. Ideal candidates thrive in a fast-paced environment, demonstrate attention to detail, excel in communication, and possess strong problem-solving skills. The primary goal is to deliver exceptional customer experiences. In addition, assisting with functions that include but is not limited to:

Responsibilities

• Provide superior customer experience via incoming telephone calls in a fast-paced, automated, high-volume contact center environment
• Assume ownership and timeliness in handling callers’ requests in an efficient, accurate and professional manner
• Quickly build rapport and respond to customers in a compassionate manner by identifying and exceeding expectations (responding in a respectful, accurate, timely manner, consistently meeting commitments)
• Ability to navigate multiple systems and applications to research, analyze and resolve requests & inquiries
• Maintain performance and quality standards
• Analyze information to make appropriate decisions and solve problems, while maintaining a positive phone experience
• Ability to learn the basic concepts of personal lines insurance principles and Chubb and Combined products offered to our CWB customers
• Work collaboratively with team members, and business partners to provide a positive customer experience for our caller
• Ability to work 40 hours a week on scheduled shift between the hour 7am-8pm CST; work overtime and weekends as needed
• Assist with special requests as needed.
Complete additional tasks and other projects/duties as assigned

COMPETENCIES

• 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.
• 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.
• ResultsOrientation – 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.
• ValuesOrientation – Upholds and models Chubb values and always does the right thing for the company, colleagues and customers. Is direct, truthful, and trusted by others. Acts as a team player. Acts ethically and maintains a high level of professional integrity. Fosters high collaboration within own team and across the company; constantly acts and thinks “One Chubb.”
• DetailOriented – 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.
  

Qualifications

• Minimum of high school diploma or equivalent; college degree or currently pursuing is preferred.
• 1-2 years’ experience of Insurance background
• Customer- focused mindset and dedication to providing exceptional service to employees
• Previous experience in a high-volume contact center with a focus on decision making, problem solving and delivering superior customer service is a plus!
• Outstanding, effective, and service focused communication skills, both verbal and written
• Proficient in computer skills, multi-application navigation and multi-tasking
• Accepts accountability