Claims Operations & Customer Service Lead

Chubb; San Juan (PR); On-site; USD 65,000 - 85,000; Full time

Job summary

Chubb is seeking a Team Leader for the FNOL Intake, Payments & Customer Service to guide daily operations, coach staff, and ensure accurate claims registration and timely payments. The role emphasizes collaboration with internal stakeholders to sustain service quality and regulatory compliance.

You will monitor performance, support training, and drive improvements in efficiency and customer satisfaction across the team, ensuring data integrity and audit readiness in all claim handling.

Responsibilities

• Lead the FNOL Intake, Payments & Customer Service team to meet service levels and prioritize work.
• Monitor performance, productivity, quality, and turnaround times, improving results as needed.
• Coach team members to strengthen technical knowledge, customer service, and consistency.
• Ensure claims are registered, documented, and processed accurately per policies and regulations.
• Oversee claim notes, documentation, and system entries for data integrity and audit readiness.
• Handle customer inquiries, claim status requests, and issue resolution professionally and promptly.
• Coordinate with adjusters, examiners, supervisors, and other departments to ensure smooth processing.
• Identify and implement process improvements to enhance efficiency and customer experience.
• Prepare operational reports, metrics, and team updates; support training and onboarding.

Job description

Chubb is seeking a Team Leader for the FNOL Intake, Payments & Customer Service to guide daily operations, coach staff, and ensure accurate claims registration and timely payments. The role emphasizes collaboration with internal stakeholders to sustain service quality and regulatory compliance.

You will monitor performance, support training, and drive improvements in efficiency and customer satisfaction across the team, ensuring data integrity and audit readiness in all claim handling.