Billing Customer Team Supervisor

Job Description

• Lead a team of CSRs who handle CCT/Billing Operations tasks for Chubb agents and insureds, including phone and non-phone activities
• Oversee call center activities while partnering with other leaders and business partners
• Provide direction and guidance on service issues, problem resolution and general technical guidance.
• Influence, coach and empower direct reports/staff; set goals and evaluate performance to ensure team/department goals are achieved
• Demonstrate development of diversity and build a culture of inclusion
• Implement leadership actions which improve employee engagement
• Anticipate and proactively manage PTOs, Absences, and staff turnover which will take place throughout the year.
• Learn and perform the activities of the group as needed to achieve results and guide staff
• Develop and implement streamlined workflow procedures, enhancements ensuring service level agreements are met
• Define, plan and monitor staffing requirements to ensure adequate staff to meet business goals
• Ensure training materials are developed and implemented, and that staff is trained to support the delivery of products, services with accuracy and quality
• Monitor/Assess team metrics to assist in identifying trends/issues, best practices to drive improved team productivity and quality for our client's enhanced experience.
• Responsible for coordinating inventory workload across teams and sites driving to meet SLAs
• Provide training and coaching to team members and identify opportunities for growth, skill development and quality improvement
• Monitor and proactively take action to promote adequate phone coverage and coach staff to improve productivity, utilization, and the customer experience.
• Gather, organize, and analyze reports/information to provide optimal support for clients, business partners, other departments, and underwriting

Qualifications

• Proven leadership skills including interpersonal and conflict resolution with the ability to motivate staff.
• Billing experience: BCWS, @Chubb, ASP is preferred
• Working knowledge of property and casualty insurance policies, terminology, and processing procedures.
• Ability to multi-task and work in a fast-paced, results-driven, service environment.
• Excellent verbal and written communication skills; ability to interact on various levels of the organization
• Strong Change Management skills
• Ability to manage multiple projects and deliverables with little or no direction.
• Effective planning and organizational skills including time management, prioritization, and attention to detail
• Strong human resource skills to hire, train, direct and motivate direct reports
• Analytical skills to assess operational problems and develop solutions/improvements.
• Strong technical skill to work with billing systems and interact with IT partners to resolve issues
• Strong skills in Microsoft Office products (Word, Excel, PowerPoint, etc)
• Ability to work the occasional Saturday and late week as scheduled on a rotational basis.

About Us
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. The company is distinguished by its extensive product and service offerings, broad distribution capabilities, exceptional financial strength, underwriting excellence, superior claims handling expertise and local operations globally.

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 retaliation against any individual who reports discrimination or harassment.