Claims Operations & Customer Service Team Leader

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

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.