Job description

Combined Insurance, a Chubb Company, is seeking a Director of Customer Services to join our fast-paced, high energy, growing company. We are proud of our tradition of success in the insurance industry of over 100 years. Come join our team of hard-working, talented professionals!

JOB Summary

The Director of Customer Services is responsible for day-to day management of the Resolution Service Center ensuring responsive, high-quality service for our policyholders. This includes responsibility for maintaining a healthy team dynamic within the Service Center while ensuring delivery of a positive brand experience. This position will provide vision and leadership for the development and implementation of various contact center initiatives that align with the company’s mission, objectives and strategies.

Core duties include day-to-day development, management, and leadership of the Resolution Service Center teams. Emphasis is on employee effectiveness, service excellence, contact optimization, workforce planning, and process evolution.

Key activities include ensuring service delivery, process execution, escalation resolution, contact center planning, employee engagement, and strengthening business partner relationships.

Responsibilities

Recruits, develops, inspires and mentors Service Center leaders so that they are skilled, effective and fully capable of executing the responsibilities and expectations of their position.
Effectively and efficiently manages team’s priorities, workload, and resources to efficiently leverage the value of every interaction to drive customer satisfaction and retention.
Leads and/or actively participates in cross-functional initiatives designed to position the organization for growth, greater scalability, and increased efficiency.
Inspires an open, energetic, and fun working environment by engaging with representatives and being visible on the contact center floor. Ensures the facility provides a welcoming, safe, and healthy environment for all representatives.
Nurtures a strong culture that embraces inclusion, encourages employee contribution and empowerment, and fosters a commitment to support and motivate one another.
Maintains and improves contact center operations by analyzing data, monitoring Key Performance Indicators, identifying opportunities, developing action plans for resolution while driving productivity, quality, and high service standards.
Ensures operational compliance in all areas and quickly communicates and actions a plan with all concerned parties with respect to non-compliance issues.
Leverages superior communication skills and possess the ability to communicate to large audiences effectively and dynamically.
Fosters various avenues of communication to ensure representatives remain informed, connected to the broader strategy, and have an outlet for conveying questions and innovative ideas.
Executes to disaster recovery plans in partnership with the Business Continuity team.
Maintains financial parameters established in the budget.
Occasional travel within the continental United States.
All other responsibilities as assigned.

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

Demonstrated ability to develop and manage relationships at all levels
Excellent interpersonal skills with the ability to build strong, collaborative partnerships
Proven ability to influence change and build consensus across a large organization
Demonstrated ability to drive excellence in brand experience and service within a contact center
Operational knowledge and expertise in a contact center
Demonstrated organizational agility and managerial courage
Ability to prioritize multiple activities and complex projects simultaneously; ability to establish and meet critical deadlines
Superior problem resolution skills and strong analytical skills to drive innovation
Strong communication and people facilitation skill, excellent business writing skills, and a proven track record in meeting/exceeding stated deadlines and milestones
Aptitude for detail and high degree of organization
Proficiency and comfort with driving and maintaining relationships

Education and Experience

Bachelor’s Degree preferred or equivalent work experience
7+ years leading people in a contact center environment
Experience transforming and leading service teams into omnichannel or multichannel centers (Phone, E-mail, Chat, SMS, social media)
Strong familiarity with omnichannel and multichannel technologies in a contact center environment
Insurance industry and Claims experience preferred
Excellent written and verbal communication skills in both English and Spanish languages is a plus

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.

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