The North America Claim Service Centers Enablement Trainers provide the training, content, processes, practices, and tools needed to support multi-site Claims Centers throughout North America Claims.

The goal of the Enablement Team is to provide a consistent learning experience and new hire onboarding to ensure process and technical variance is minimized and to ensure the employees are fully prepared and equipped once training is complete. The Enablement is a dedicated group of subject matter experts that manage all New Hire training in the Claim Centers. New hire training will be defined as the first 90 days to 120 days of the Claim Center employee’s employment with Chubb. Enablement trainers are charged with training, coaching, and building the technical skills around claim handling, service awareness, and confidence for new hires to effectively service claims and elevate Chubb’s brand. New hire Claim Center employees provisionally report to the Enablement trainers with dotted lines to their respective hiring supervisor. Additionally, the Enablement Team is also held accountable for follow up training for all Claim Center employees when new processes or procedures are released to ensure job responsibilities are performed consistently across all Centers and throughout the life cycle of the claim. An Enablement Team trainer is responsible for material creation, training facilitation, data analysis, and quality assurance.

Responsibilities:

• Work closely with VP of Employee Development to devise technical training programs according to organizational requirements and Chubb branding
• Identify staff training and development needs
• Produce training schedules, materials, and agendas
• Determine course content according to requirements by function and discipline
• Prepare training material when not already available (presentations, job aids, training guides)
• Execute training sessions, in-person, virtual, webinar-based, etc., in groups or individually
• Conduct on-site training
• Provide shared supervision to new hires during first 90 – 120 days of employment, which includes:
• Quality Assurance: conduct audits and review data analytics related to file handling to identify areas of opportunity
• Project management; execute and deliver on multiple tasks, trainings, and organizational objectives
• Monitoring and coaching employees to ensure superior customer experience
• Supervision of new losses assigned to new hires while in training
• Ensure consistent verbal and written communication throughout claim journey
• Demonstrate effective issue resolution as evidenced by appropriate use of authority
• Fairly and accurately manage claims to minimize lost economic value
• Provide technical support and direction to staff
• Adhere & train to best practices
• Maintain favorable operational inventory/pending management
• Maintain timely and effective task management
• Provide feedback and performance coaching
• Collaborate with Business Partners