Service & Claims Consultant

7 days ago

Sydney, Australia Combined Insurance Full time

**Your Role**

The purpose of this role is to enhance the experience for all American Express, Macquarie, Bendigo Adelaide and Investec customers by proving superior customer service, for all enquiries including claims relating to the No Additional Charge (NAC) Insurance on their Credit and Charge Cards. The role also involves service and make inbound sales to existing customers and potential customers in a professional manner whilst attaining a range of set financial and non-financial targets that will be set on a campaign by campaign basis. The role is to ensure that at every contact point we deliver exceptional service by ensuring the customer’s enquiries are met and resolved.

**Your Responsibilities**:

- To deliver seamless member experiences on the No Additional Charge (NAC) insurance program by delivering exceptional customer experiences and working within a culture built on the card issuers values within the Chubb NAC Services Team.
- Delivering an exceptional level of service on all enquires, including claims.
- Provide accurate and timely information to customers relating to the coverage prescribed by their Card Terms and Conditions.
- Ensuring every interaction with the customer is about exceptional customer experiences.
- Assisting the customer at every touch point in a professional manner.
- Understanding the customer needs and delivering a personalised service.
- Working within a heavily regulated industry, you will be expected to, in time, have and demonstrate a sound understanding of CHUBB’s legal, regulatory and internal compliance obligations (including CHUBB’s policies and procedures) and promote compliance, including achieving compliant outcomes within business unit.
- You’ll be expected to provide financial services efficiently, honestly and fairly; to successfully complete any prescribed training to maintain skills and competencies to fulfill role and functions; and to identify, record and report complaints, conflicts, breeches and other reportable matters in a timely manner.
- As a team member of the Inbound Service and Claims team you will be expected to meet or exceed financial targets whilst meeting service levels
- You will ensure that the handling of all written queries is within a five-day time frame in a professional and efficient manner and within CHUBB Direct Marketing Customer Service Standards.
- As a frontline sales person you will be expected to identify sales opportunities and also to give regular feedback to the team and Account Managers. You will utilise your sales skills to identify customer needs and obtain the sales rate target assigned to any individual campaign. You will utilise your skills to retain customers who call in to cancel their existing policies.
- You might participate and contribute in training workshops from time to time and provide relevant feedback to stakeholders.
- To Ensure QA scores are met at all times to adopt quickly to any procedural changes.

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