Commercial Direct Bill

About the role

You’ll be the first contact for our customers: answering billing questions, taking payments, assisting with portal login and navigation, and general inquiries. Join our team to deliver personalized service that demonstrates the value of being insured by Chubb. Initial and ongoing training will include Chubb product offerings and all applicable systems and tools that will enable you to be a Champion of Service. We place great emphasis on professional and personal development, cultivate a culture of diversity and inclusion, and offer plenty of growth opportunities.

Responsibilities

• Phone servicing of billing inquiries, taking payments, client concerns, portal navigation assistance, and general inquiries
• Provide excellent customer service and quality technical content via incoming telephone calls, text chats, and email in a fast-paced, automated, high-volume contact center environment
• Assume ownership and timeliness in handling customer requests in an efficient, accurate, and professional manner
• Demonstrate the ability to analyze information to make appropriate decisions and solve problems while maintaining a pleasant phone experience for the caller
• Perform analytic and basic mathematic calculations, such as percentages, addition, and subtraction
• Learn with a high regard for accuracy of basic knowledge of personal lines insurance principles and Chubb products
• Efficiently navigate multiple systems and applications to research, analyze, and resolve requests, inquiries, and concerns
• Maintain established levels of productivity, service, and quality standards within a fast-paced call center
• Work collaboratively with team members and business partners to provide a quality experience for our agents
• Know and comply with corporate policies, regulatory standards (SOX), business processes (PCI), and procedures
• Responsible for cross-selling products to provide the best and most beneficial experience for clients
• Work overtime as needed
• Complete additional tasks and other projects/duties as assigned

Schedule

• Ability to work 40 hours a week on a scheduled shift between 7:00 AM – 7:00 AM CT
• Must be flexible to work during Saturday hours as scheduled on a rotational basis

Requirements

• Customer service experience in a high-volume client contact call center
• Strong decision-making velocity in a fast-paced, high-volume phone contact center environment
• Effective, strong, and service-focused communication skills, both verbal and written
• Proficient in computer skills, Microsoft Office, multi-application navigation, and multitasking
• Experience in a high-volume contact center with a strong focus on superior service is a plus
• Demonstrate professionalism, accountability, and personal pride in handling billing inquiries and payments from valued clients and agency partners
• Track record of success in managing competing demands, problem-solving, and strong decision velocity
• Ongoing desire for professional and personal development, with a high regard for accuracy and best-in-class service

Qualifications

• Minimum of high school diploma or equivalent with 1–2 years of customer service experience
• College degree or currently pursuing is a plus

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.