Bilingual (English/Spanish) Loyalty Service Representative at Chubb INA Holdings Inc.

Combined Insurance, a Chubb Company, is seeking a Bilingual Loyalty Service Representative to join our fast-paced, high energy, growing company. We are proud of our tradition of success in the insurance industry of 100 years. Come join our team of hard-working, talented professionals!

Job Summary 

Often the first point of contact for customers, the Loyalty Services Representative is responsible for addressing customer service concerns, inquiries and activities. The Loyalty Services Representative is responsible for retention and selling the value of Combined products and services. As a Loyalty Services Representative, he/she is responsible for creating a positive customer experience through professionalism, amicability, and knowledge of Combined’s products and systems.  

Responsibilities 

• Supporting policyholders with insurance product information
• Work with customers, via inbound and outbound calls, to assist those that wish to cancel their existing insurance coverage, reviewing products, benefits and/or solving service and Claims issues.  
• Assist clients by matching our products with the needs to the client.
• Assist in the collection of current and past due premiums. 
• Provide detailed information about policies statuses
• Assist with basic technical troubleshooting for self-service related issues
• Consistently meets or exceeds expectations for departmental standards related to quality, average handle time, auxiliary time, after call work and other KPI’s.
• Exhibits and practices the Organization’s Common Purposes and Shared Traits. Understands organizational objectives, supports process improvements, and provides feedback to leadership.
• Willingness to participate in partnership training and mentoring of Junior Representatives.
• Willingness to perform other duties as assigned. 
• Expected to be able work various shifts within 7:30 a.m. – 6:00 p.m. CDT timeframe. Monday-Friday.  Hybrid Work Schedule, 3 days in office, 2 days remote
• Represents the Combined tenants: Personal Connection, Empathy, Problem-Solving, and Ownership

Competencies

• Problem Solving: Takes an organized and logical approach to thinking through problems and complex issues.  Simplifies complexity by breaking down issues into manageable parts. Looks beyond the obvious to get at root causes. Develops insight into problems, issues and situation.    
• ContinuousLearning: Demonstrates a desire and capacity to expand expertise, develop new skills and grow professionally.  Seeks and takes ownership of opportunities to learn, acquire new knowledge and deepen technical expertise. Takes advantage of formal and informal developmental opportunities. Takes on challenging work assignments that lead to professional growth  
• Initiative: Willingly does more than is required or expected in the job.  Meets objectives on time with minimal supervision.  Eager and willing to go the extra mile in terms of time and effort. Is self-motivated and seizes opportunities to make a difference.  
• Adaptability: Ability to re-direct personal efforts in response to changing circumstances. Is receptive to new ideas and new ways of doing things. Effectively prioritizes according to competing demands and shifting objectives. Can navigate through uncertainty and knows when to change course  
• Results Orientation: Effectively executes on plans, drives for results and takes accountability for outcomes. Perseveres and does not give up easily in challenging situations. Recognizes and capitalizes on opportunities. Takes full accountability for achieving (or failing to achieve) desired results  
• Values Orientation: Upholds and models Chubb values and always does the right thing for the company, colleagues and customers. Is direct truthful and trusted by others. Acts as a team player. Acts ethically and maintains a high level of professional integrity. Fosters high collaboration within own team and across the company; constantly acts and thinks “One Chubb”

Skills

• Previous experience working as a customer service representative.
• In-depth knowledge of insurance products and policy schedules.
• Strong knowledge of worksite products and services
• Experience in LSP and worksite related systems
• Friendly and professional demeanor.
• Excellent communication and interpersonal skills.
• Basic computer skills and knowledge of database software.
• Demonstrated attention to detail, organizational skills, and time management skills.
• Ability to work a flexible schedule to meet the needs of the business and performance requirements.
• Ability to remain calm in stressful situations.
• Ability to explain detailed policy concepts in a simple way
• 5+ years of experience
• Bilingual skills (verbal, written, read) in English/Spanish preferred

Education and Experience 

• 2 – 3 years’ experience of customer service. 
• High School Required; Bachelor’s Degree preferred

OUR BENEFITS

As a Chubb corporate employee, you have access to one of the most comprehensive benefit plans in the business, designed to meet your needs and help you reach your financial goals. More details can be found

. Chubb is committed to supporting its employees with a comprehensive compensation package that is appropriate in the market where they work. Below are several of the many benefits we offer our employees: 

• Health insurance
• Dental insurance
• Tuition reimbursement
• A company-match 401(k) plan
• Disability insurance
• Life insurance
• Employee referral bonuses

ABOUT COMBINED INSURANCE

Combined Insurance Company of America is a Chubb company and a leading provider of supplemental accident, health, disability, and life insurance products in North America. Headquartered in Chicago, with satellite office in Columbia, SC, Combined is celebrating over 100 years in business. We are committed to making the world of supplemental insurance easy to access and understand. The company has an A+ rating by the Better Business Bureau and an A + (Superior) financial strength rating by A.M. Best. We are ranked by VIQTORY as the number one Military Friendly® Employer in 2023 (over $1 billion revenue category), marking Combined's twelfth consecutive year on the Top 10 list. We pride ourselves on approaching all situations with a Positive Mental Attitude (PMA) and encouraging collaboration.

ABOUT CHUBB

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.

Connect with us on

, , , and 

#combined