Agent Service Center Representative

JOB Summary

Often the first point of contact for customers, the Agent Service Center Representative is responsible for addressing escalated customer service concerns, inquiries and activities. The Agent Service Center Representative is responsible for handling specific call types and completing the requests in accordance with departmental guidelines and procedures. As an Agent Service Center Representative, he/she is responsible for creating a positive customer experience through professionalism, amicability, and knowledge of Combined’s products and systems.

Responsibilities

• Demonstrate consistent good quality and performance results.
• Provide consistent service that is customer focused and professional.
• Supporting Field Sales agents with insurance product information
• Assist with basic technical troubleshooting
• Be able confident and capable to handle all new business, underwriting, claim and compensation situations.
• Learn soft skills while communicating with customers
• Focus on customers' needs and develops a customer centric approach in servicing customer’s needs.
• Consistently meets or exceeds expectations for departmental standards related to quality, average handle time, auxiliary time, after call work, customer satisfaction and other KPI’s.
• Exhibits and practices the Organization’s Common Purposes and Shared Traits. Understands organizational objectives, supports process improvements, and provides feedback to leadership.
• Learn all policy product lines, all procedures for the core and worksite calls.
• Provides support for business partners as needed.
• Expected to be able to work various shifts within 7:30 a.m. – 6:00 p.m. CST timeframe

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 situation.
• 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
• Results Orientation : 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
• Values Orientation : 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”

Qualifications
Skills

• Ability to effectively communicate and build strong partnerships with newer employees.
• Basic computer skills and knowledge of database software.
• Effective problem solving/process improvement skills used to identify and resolve day-to-day operation and employee relation situations that may arise.
• Demonstrated attention to detail, organizational skills, and time management skills.
• Ability to work a flexible schedule to meet the needs of the business and performance requirements.
• Friendly and professional demeanor.
• Excellent communication and interpersonal skills.
• Ability to remain calm in stressful situations.
• Supplemental insurance knowledge and licensing is a plus.
• Bilingual, Spanish-English proficiency is preferred.

Education and Experience

• High school diploma or general education degree (GED); Associate degree preferred.
• 3+ years’ experience in a contact center environment preferred.

OUR BENEFITS

As a Chubb corporate employee, you have access to one of the most comprehensive benefit plans in the business, designed to meet your needs and help you reach your financial goals. Chubb is committed to supporting its employees with a comprehensive compensation package that is appropriate in the market where they work. Below are several of the many benefits we offer our employees:

Health insurance
Dental insurance
Tuition reimbursement
A company-match 401(k) plan
Disability insurance
Life insurance
Employee referral bonuses

ABOUT COMBINED INSURANCE

Combined Insurance Company of America is a Chubb company and a leading provider of supplemental accident, health, disability, and life insurance products in North America. Headquartered in Chicago, and celebrating 100 years in business, we are committed to making the world of supplemental insurance easy to access and understand. The company has an A+ rating by the Better Business Bureau and an A + (Superior) financial strength rating by A.M. Best. We are ranked by VIQTORY as the number one Military Friendly® Employer in 2022 (over $1 billion revenue category), marking Combined's eleventh consecutive year on the Top 10 list.

ABOUT CHUBB
Chubb is the world's largest publicly traded property and casualty insurance company. 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 31,000 people worldwide.

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EEO Statement
At Chubb, we are committed to equal employment opportunity and compliance with all laws and regulations pertaining to it. Our policy is to provide employment, training, compensation, promotion,and other conditions or opportunities of employment, without regard to race, color, religious creed, sex, gender, gender identity, gender expression, sexual orientation, marital status, national origin,ancestry, mental and physical disability, medical condition, genetic information, military and veteran status, age, and pregnancy or any other characteristic protected by law.Performance and qualifications are the only basis upon which we hire, assign, promote, compensate, develop and retain employees. Chubb prohibits all unlawful discrimination, harassment and retaliationagainst any individual who reports discrimination or harassment.