Loyalty Services Specialist

Combined Insurance, a Chubb Company, is seeking a Loyalty Services Representative to join our fast-paced, high energy, growing company. We are proud of our tradition of success in the insurance industry of over 90 years. Come join our team of hard-working, talented professionals!

Job Summary

Combined Insurance is hiring a Loyalty Services Representative. Our employees are trained through a series of formal in class training sessions along with on-the-job training servicing all core types of calls that come into the Call Center. This is a growth and development entry level position where an employee masters the core Loyalty Services Representative position requirements and demonstrates the abilities to being a competent representative.

Responsibilities

• Work with customers, via inbound and outbound calls, to assist those that wish to cancel their existing insurance coverage, reviewing products, benefits and/or solving service and Claims issues.
• Assist clients by matching our products with the needs to the client.
• Assist in the collection of current and past due premiums.
• Collects, documents and enters data from and into multiple applications.
• Provides instructions and set expectations for policyholders.
• Consistently meets or exceeds expectations for departmental standards related to quality, average handle time, auxiliary time, after call work and other KPI’s.
• Exhibits and practices the Organization’s Common Purposes and Shared Traits.
• Understands organizational objectives, supports process improvements, and provides feedback to leadership.
• Willingness to perform other duties as assigned.
Expected to be able work various shifts within 7:30 a.m. – 6:00 p.m. CDT timeframe.

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”

Skills

• Telephone sales
• Telephone etiquette
• Excellent verbal and written communication
• Call Center Experience is a plus
• Customer service focus
• Insurance knowledge is a plus
• MS Office Suite
Bilingual skills (verbal, written, read) in Spanish preferred

Education and Experience

• 2 – 3 years’ experience of customer service.
• High School Required; Bachelor’s Degree preferred