About the Role
Chubb is a leading insurance company operating in 54 countries and territories. We provide commercial and personal property and casualty insurance, personal accident and health insurance, reinsurance, and life insurance to a diverse client base.
This role aims to enhance customer experience by providing superior service for inquiries related to the No Additional Charge (NAC) Insurance on credit cards issued by American Express, Macquarie, Bendigo Adelaide, and Investec.
The goal is to deliver exceptional service at every contact point by effectively resolving customer inquiries and achieving set financial and non-financial targets.
Your Responsibilities:
1. Deliver seamless member experiences by providing exceptional customer service aligned with card issuers' values within Chubb's NAC Services Team.
2. Provide high-quality service on all inquiries, including claims.
3. Offer accurate and timely information regarding coverage as per Card Terms and Conditions.
4. Focus on delivering exceptional experiences during every customer interaction.
5. Assist customers professionally at all touchpoints.
6. Understand customer needs and deliver personalized service.
7. Operate within a heavily regulated industry, demonstrating understanding of Chubb's legal, regulatory, and internal compliance obligations, including policies and procedures, to promote compliance and achieve compliant outcomes.
8. Provide financial services efficiently, honestly, and fairly.
9. Complete prescribed training to maintain skills and competencies.
10. Identify, record, and report complaints, conflicts, breaches, and other reportable matters promptly.
11. Meet or exceed financial targets while maintaining service levels as a team member of the Inbound Service and Claims team.
12. Handle all written queries within five days professionally and efficiently, adhering to Chubb standards.
13. Identify sales opportunities, provide feedback, and use sales skills to meet campaign-specific targets, including retaining customers considering policy cancellations.
14. Participate in training workshops and provide feedback to stakeholders.
15. Maintain QA scores and adapt quickly to procedural changes.