Billing Customer Service Representative

Chubb Insurance Hong Kong; Phoenix (AZ); On-site; USD 35,000 - 50,000; Full time

Job summary

Chubb Insurance Hong Kong is looking for a dedicated customer service representative in Phoenix, Arizona. You will be the first contact for customers, assisting with billing questions, payments, and providing guidance on portal navigation. The role demands exceptional service and the ability to handle inquiries in a fast-paced contact center.

The ideal candidate will demonstrate strong decision-making skills, communicate effectively, and possess basic math and analytic skills. Prior experience in customer service and familiarity with insurance products is highly desirable.

Qualifications

• Customer service experience in a high-volume client contact call center.
• Effective communication skills, both verbal and written.
• Proficient in multi-application navigation and multitasking.

Responsibilities

• Answer billing questions and assist with payments and portal navigation.
• Provide quality customer service via telephone, chat, and email.
• Cross-sell products to enhance client experience.

Skills

Customer service

Analytic skills

Communication skills

Computer skills

Problem-solving

Education

High school diploma or equivalent

Tools

Microsoft Office

Job description

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, but is not limited to, Chubb product offerings and all applicable systems and tools that will enable you to be a Champion of Service.

• Phone servicing of billing inquiries, taking payments, client concerns, portal navigation assistance, etc.
• 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
• Analytic and basic mathematic calculation skills, such as percentages, addition, and subtraction calculations
• Learn with a high regard for accuracy of basic knowledge of personal lines insurance principals and Chubb products
• Efficiently navigate multiple systems and applications to research, analyze and resolve requests, inquiries & concerns
• Maintain established levels of productivity, service, and quality standards within a fast-paced call center
• Works collaboratively with team members, and business partners to provide a quality experience for our agents
• Know & comply with corporate policies, regulatory standards (SOX), business processes (PCI) and procedures
• Responsible for cross selling products to provide best and most beneficial experience for clients
• Work overtime as needed
• Complete additional tasks and other projects/duties as assigned
• Ability to work 40 hours a week on scheduled shift between the hour 8am-8pm ET; 7am-7am CT; 6am-6pm PT or 5am-5pm PT. Candidate must be flexible to work during Saturday hours as scheduled on rotational basis.

Qualifications

• 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 multi-tasking
• Experience in a high-volume contact center with a strong focus on superior service is a plus!
• Demonstrate professionalism, accountability and taking personal pride in the handling of billing inquiries, taking payments, etc., from our valued clients and agency partners
• Track record of success in managing competing demands, problem solving and strong decision velocity
• Chubb’s ideal team member is someone with an ongoing desire for professional and personal development, and is someone who learns with a high regard for accuracy and best-in-class service
• Minimum of high school diploma or equivalent with 1-2 years 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.

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.

Job Info

• Job Identification 34607
• Job Schedule Full time
• Regular or Temporary Regular
• Job Category Customer Service
• Business Unit United States
• Legal Employer ACE American Insurance Company