Position Overview: We are seeking a dynamic and experienced Assistant Vice President (AVP) for our First Notice of Loss (FNOL) Contact Center. The AVP will play a critical role in leading our FNOL operations, ensuring exceptional service delivery, and driving continuous improvement initiatives. This position requires a strategic thinker with a strong background in contact center management, insurance operations, and customer service excellence.
Key Responsibilities:
- Leadership & Management:
- Oversee the daily operations of the FNOL Contact Center, ensuring efficient handling of all incoming loss reports.
- Lead, mentor, and develop a team of FNOL representatives, fostering a culture of high performance and accountability.
- Collaborate with senior leadership to establish and implement strategic goals and objectives for the FNOL team.
- Customer Experience:
- Ensure a customer-centric approach in all FNOL interactions, aiming for high levels of customer satisfaction and retention.
- Monitor and analyze customer feedback and service metrics to identify areas for improvement and implement necessary changes.
- Operational Excellence:
- Develop and maintain standard operating procedures (SOPs) for FNOL processes to ensure compliance and efficiency.
- Utilize data analytics to track performance metrics, identify trends, and drive operational improvements.
- Transformation Initiatives:
- Lead transformation initiatives aimed at enhancing FNOL processes and improving overall operational efficiency.
- Identify opportunities for process automation and optimization, implementing innovative solutions to streamline FNOL operations.
- Technology Integration:
- Evaluate, select, and integrate new technologies and services into the FNOL Contact Center to enhance service delivery and operational efficiency.
- Collaborate with IT and other departments to ensure successful implementation and adoption of new systems and tools.
- Collaboration & Communication:
- Work closely with underwriting, claims, and other departments to ensure seamless communication and coordination during the FNOL process.
- Serve as a liaison between the FNOL Contact Center and other business units to align objectives and share best practices.
- Training & Development:
- Design and implement training programs for FNOL staff to enhance their skills and knowledge in loss reporting and customer service.
- Stay updated on industry trends and regulatory changes to ensure the FNOL team is well-informed and compliant.
Qualifications:
- Bachelor’s degree in Business Administration, Insurance, or a related field; Master’s degree preferred.
- Minimum of 5-7 years of experience in contact center management, with a focus on FNOL or claims operations in the insurance industry.
- Proven leadership experience with a track record of managing high-performing teams.
- Strong analytical skills with the ability to interpret data and make data-driven decisions.
- Excellent communication and interpersonal skills, with a strong customer service orientation.
- Proficiency in contact center technology and software, as well as Microsoft Office Suite.
Company Benefits Highlights:
At Chubb, we provide our employees with best-in-class benefits to support their physical, emotional, and financial goals and well-being. We foster a collaborative and inclusive culture with the flexibility to support our employees' needs. Our comprehensive benefits package includes:
- Competitive compensation and performance-based bonuses
- Medical, dental, and vision coverage starting on your first day of employment
- Health savings account (HSA) and flexible spending account (FSA) options
- Generous paid time off (PTO)
- 10 paid holidays each year
- Up to 9% 401(k) contribution from Chubb
- Tuition and education reimbursement to support lifelong learning
- Professional training and development programs
- Employee Stock Purchase plan
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.
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