Customer Relations Specialist

The Customer Relations Specialist is responsible for coordinating the research, resolution and response for customer inquiries and complaints for Chubb Personal Risk Services (PRS).

• Coordinate customer inquiries/complaints for Chubb Personal Risk Services (PRS) within Department of Insurance mandated State Regulations, and/or established corporate deadlines
• Interpret customer issues and determine appropriate actions to research, resolve and respond to complaint
• Serve as main customer contact, communicating verbally and/or in writing to customers on research and resolution of issue
• Collaborate with Agents, General Counsel, and Personal Lines Departments (Underwriting, Marketing, PRS, etc.) to resolve complaints
• Manage CRM database tracking tool for escalated issues used for recording and documenting activity on complaints
• Support Chubb PRS Business Partners and Corporate Complaint Office with questions relating to complaint resolution and DOI inquiries
• Identify and recommend process improvements; working on projects to implement broader improvements and efficiencies across business units that result in improved customer experience and satisfaction

• Bachelor’s Degree preferred, with a minimum of 3 to 5 years of experience Personal Lines Insurance, Claims or Underwriting
• Thorough understanding of PRS products and workflows, and general understanding of underwriting practices and guidelines
• Understanding of PRS policy, Oden and regulatory compliance guidelines is a plus
• Strong influence management skills are critical as this person must be able to develop relationships quickly with customers, agents and external contacts
• Strong analytical, problem solving and decision-making capabilities
• Excellent communication skills both written and verbal
• Ability to work independently, to organize and prioritize incoming work to meet critical deadlines
• Ability to think strategically to solve problems by either applying existing procedures, or creatively arriving at alternative solutions within company/regulatory guidelines
• Understanding of BCWS, MPRT, PRS workflows, UW guidelines
• Understanding of Non-renewal and Billing processes are beneficial
• Ability to create general Excel Spreadsheets, PowerPoint Presentations, and Word Documents
• Proven ability to demonstrate flexibility
• Experience working in a phone queue

• Comprehensive benefits package
• 401k matching
• Health insurance
• Discretionary annual incentive program

Chubb is a world leader in insurance. With operations in 54 countries, 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.