Claims Operations & Customer Service Team Leader

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

JOB DESCRIPTION

Role Purpose

The Claims Operations & Customer Service Team Leader is responsible for leading, coordinating, and supporting the daily operations of the FNOL Intake, Payments & Customer Service team to ensure high-quality service, accurate claims registration, timely processing of payments, and compliance with company policies and guidelines. The role provides coaching, guidance, and oversight to team members, while partnering with internal stakeholders to support operational efficiency and customer satisfaction.

Key Responsabilities

• Lead the daily workflow of the FNOL Intake, Payments & Customer Service team, ensuring work is assigned, prioritized, and completed within established service levels.
• Monitor team performance, productivity, quality, and turnaround times, taking action to address gaps and improve results.
• Provide coaching, feedback, and support to team members to strengthen technical knowledge, customer service skills, and operational consistency.
• Ensure claims are registered, documented, and processed accurately in accordance with company policies, procedures, and regulatory requirements.
• Oversee the quality of claim notes, supporting documentation, and system entries to maintain data integrity and audit readiness.
• Support the team in handling customer inquiries, claim status requests, and issue resolution in a professional and timely manner.
• Coordinate with adjusters, examiners, supervisors, and other internal departments to ensure smooth claims processing and effective communication.
• Identify process improvement opportunities and recommend actions to improve efficiency, service quality, and customer experience.
• Prepare and review operational reports, metrics, and team updates as required.
• Support training, onboarding, and development of new team members.
• Ensure adherence to company standards, service expectations, and confidentiality requirements.
• Perform other related duties and special projects as assigned.

QUALIFICATIONS

Requirements

• Bachelor's degree in Business Administration or a 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 strong organizational skills.
• Ability to manage priorities, deadlines, and multiple tasks effectively.
• Proficiency in Microsoft Office applications, including Outlook, Teams, Word, Excel, and PowerPoint.
• Bilingual proficiency in English and Spanish, both written and verbal.

Experience

• 3-5 years of experience in claims, customer service, or related operational support roles.
• Understanding of any custom Insurance suite or solution will be an added advantage.
• Experience handling operational reporting is an asset.
• Experience in customer service.

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.