Claims Operations & Customer Service Team Leader

Chubb Life Fund; San Juan, Northern (PR, KY); Hybrid; USD 60,000 - 90,000; Full time

Job summary

Chubb Life Fund in San Juan, Puerto Rico seeks a Claims Operations & Customer Service Team Leader to guide the FNOL Intake, Payments & Customer Service team, ensuring accurate claims registration, timely payments, and adherence to company policies.

You will coach and develop team members, monitor performance, and partner with internal stakeholders to improve efficiency and elevate customer satisfaction in a fast-paced environment.

Responsibilities

• Lead daily workflow of the FNOL Intake, Payments & Customer Service team with clear prioritization.
• Monitor performance, quality, and turnaround times; address gaps to improve results.
• Coach team members to strengthen technical knowledge and customer service skills.
• Ensure claims are registered, documented, and processed per policies and regulations.
• Oversee claim notes, documentation, and system entries for data integrity.
• Handle customer inquiries, claim status requests, and issue resolution professionally.
• Coordinate with adjusters, examiners, supervisors, and other departments for smooth processing.
• Identify process improvements to boost efficiency and customer experience.
• Prepare and review operational reports, metrics, and team updates.
• Support training, onboarding, and development of new staff.
• Ensure adherence to standards, service expectations, and confidentiality.
• Perform other duties and special projects as assigned.

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 Responsibilities

• 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.