Your Role
The role involves enhancing customer experience for American Express, Macquarie, Bendigo Adelaide and Investec cardholders by delivering superior service on inquiries, including No Additional Charge (NAC) insurance claims, and conducting inbound sales. The goal is to meet set financial and non‐financial targets while ensuring exceptional service at every contact point.
Key Responsibilities
* Deliver seamless member experiences for the NAC insurance program.
* Provide exceptional service on all inquiries, including claims.
* Offer accurate and timely information about coverage per Card Terms and Conditions.
* Ensure every interaction focuses on exceptional customer experience.
* Assist customers professionally at every touch point.
* Understand customer needs and deliver personalized service.
* Adhere to regulatory and compliance obligations, promote compliance, and report breaches.
* Complete prescribed training to maintain skills and competencies.
* Meet or exceed financial targets while maintaining service levels.
* Handle written queries within a five‐day timeframe according to standards.
* Identify sales opportunities, provide feedback, and aim to retain customers.
* Participate in training workshops and provide stakeholder feedback.
* Maintain QA scores and adapt quickly to procedural changes.
Qualifications
* Minimum of 12 months experience in a customer‐service focused role. Claims handling experience is highly regarded but not required.
* Excellent phone manner and verbal communication skills.
* Strong computer literacy and the ability to learn new systems.
* Demonstrated problem‐solving skills.
* Analytical skills and high attention to detail.
* Results‐driven mindset with a focus on continuous improvement.
* Solid competence in Excel, Word, and PowerPoint.
* Strong team‐working capability.
Legal and Equality Statement
Chubb is committed to equal employment and celebrates individual differences by creating a workplace in which everyone feels welcomed, respected and valued.
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