Claims Operations & Customer Service Lead

Chubb; Friday Harbor (WA); On-site; USD 95,000 - 120,000; Full time

Job summary

Chubb is seeking a proactive Team Leader for Claims Operations & Customer Service to manage daily FNOL Intake, Payments, and service activities. You will coach staff, monitor productivity, ensure accurate claims processing, and collaborate with adjusters and internal teams to sustain high service quality.

You will drive performance, ensure regulatory compliance, and support training while maintaining data integrity and timely resolution of inquiries.

Qualifications

• Bachelor's degree in Business Administration or related field.
• Strong knowledge of claims processes and customer service operations.
• Experience using claims-related systems and databases.
• Strong interpersonal, analytical, and problem-solving skills.
• Excellent verbal and written communication skills.
• Customer-focused with a proactive and collaborative approach.
• High attention to detail and organizational skills.
• Ability to manage priorities and deadlines across multiple tasks.
• Proficiency in Microsoft Office applications (Outlook, Teams, Word, Excel, PowerPoint).
• Bilingual proficiency in English and Spanish.

Responsibilities

• Lead daily workflow of FNOL Intake, Payments & Customer Service team.
• Monitor performance, productivity, quality, and turnaround times; address gaps.
• Provide coaching, feedback, and support to team members.
• Ensure claims are registered, documented, and processed accurately.
• Oversee quality of claim notes, documentation, and system entries.
• Handle customer inquiries and claim status requests professionally.
• Coordinate with adjusters, examiners, and other departments.
• Identify process improvements to boost efficiency and service quality.
• Prepare and review operational reports and team updates.
• Support training, onboarding, and development of new team members.
• Ensure adherence to standards and confidentiality.

Skills

Leadership

Customer service

Analytical skills

Problem solving

Communication

Bilingual English/Spanish

Microsoft Office

Education

Bachelor's degree in Business Administration

Tools

Outlook

Teams

Word

Excel

PowerPoint

Job description

Chubb is seeking a proactive Team Leader for Claims Operations & Customer Service to manage daily FNOL Intake, Payments, and service activities. You will coach staff, monitor productivity, ensure accurate claims processing, and collaborate with adjusters and internal teams to sustain high service quality.

You will drive performance, ensure regulatory compliance, and support training while maintaining data integrity and timely resolution of inquiries.