DescriptionPosition 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.
QualificationsQualifications:
- 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