Chubb celebrates diversity by fostering an inclusive, flexible and equitable workplace. We support applications from all members of our community and equitable access to our employment opportunities. We are open to discussing workplace flexibility in all our vacancies, to ensure we can attract the best candidates and accommodate individual needs, differences, disabilities and working arrangements. Please let us know if you require any adjustments to the recruitment process so we can support you to present your best self.

Chubb is the world’s largest publicly traded property and casualty insurance company, with operations in 54 countries and territories and over 30,000 employees globally. 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.

Your Role

The purpose of this role is to enhance the experience for all American Express, Macquarie, Bendigo Adelaide, and Investec customers by providing superior customer service for all inquiries, including claims related to the No Additional Charge (NAC) Insurance on their Credit and Charge Cards. The role also involves service and inbound sales to existing and potential customers in a professional manner while attaining a range of set financial and non-financial targets that will be established on a campaign-by-campaign basis. The goal is to ensure that at every contact point, we deliver exceptional service by meeting and resolving customer inquiries.

Your Responsibilities:

Deliver seamless member experiences on the No Additional Charge (NAC) insurance program by providing exceptional customer service and working within a culture built on the card issuers' values within the Chubb NAC Services Team. Provide an exceptional level of service on all inquiries, including claims. Offer accurate and timely information to customers regarding the coverage prescribed by their Card Terms and Conditions. Ensure every interaction with the customer focuses on delivering exceptional experiences. Assist customers at every touchpoint in a professional manner. Understand customer needs and deliver personalized service. Work within a heavily regulated industry, demonstrating a sound understanding of Chubb’s legal, regulatory, and internal compliance obligations (including Chubb’s policies and procedures) and promote compliance, achieving compliant outcomes within the business unit. Provide financial services efficiently, honestly, and fairly. Successfully complete any prescribed training to maintain skills and competencies to fulfill role and functions. Identify, record, and report complaints, conflicts, breaches, and other reportable matters in a timely manner. As a team member of the Inbound Service and Claims team, meet or exceed financial targets while maintaining service levels. Ensure that all written queries are handled within a five-day timeframe in a professional and efficient manner, adhering to Chubb Direct Marketing Customer Service Standards. As a frontline salesperson, identify sales opportunities and provide regular feedback to the team and Account Managers. Utilize sales skills to identify customer needs and achieve the sales rate target assigned to any individual campaign. Retain customers who call in to cancel their existing policies. Participate and contribute in training workshops from time to time and provide relevant feedback to stakeholders. Ensure QA scores are met at all times and adapt quickly to any procedural changes.

 

Exceptional customer service skills, with a minimum of 12 months of experience in a customer service-focused role.Claims handling experience is highly regarded but not necessary.Excellent phone manner and verbal communication skills.Strong written communication skills.Strong computer literacy and the ability to learn new systems.Demonstrated problem-solving skills.Analytical skills and a high attention to detail.Results-driven with a strong focus on continuous improvement.Solid competence in Excel, Word, and PowerPoint.Good communication skills, both written and verbal.Must be a strong team player.

Chubb is committed to equal employment and celebrates individual differences by creating a workplace environment in which everyone feels welcomed, respected and valued. We offer you the opportunity to work as part of a dynamic and agile environment where continuous development is encouraged throughout your career, both locally and globally. Some additional benefits offered include a flexible working approach via our “My One Thing” initiative, education assistance, dress for your day every Friday, promotion of health and wellbeing (including discounted health insurance, daily breakfast and fresh fruit), and the option to enrol into the Chubb Limited discounted stock purchasing scheme.