drjobs AVP, Claim Contact Center

AVP, Claim Contact Center

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1 Vacancy
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Job Location drjobs

Phoenix - USA

Monthly Salary drjobs

Not Disclosed

drjobs

Salary Not Disclosed

Vacancy

1 Vacancy

Job Description

Description

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

Qualifications:

  • Bachelors degree in Business Administration Insurance or a related field; Masters 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



Required Experience:

Exec

Employment Type

Full-Time

Company Industry

About Company

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