Combined Insurance, a Chubb Company, is seeking a Loyalty Services Manager to join our fast-paced, high energy, and growing company. For nearly 100 years in the insurance industry, our company has been passionate about serving our customers and providing them peace of mind and protection when they need it the most. Come build your career here, along with other positive, hard-working, talented professionals—just like you!

JOB Summary 

The Loyalty Services Manager for the Customer Experience Delivery Center (CEDC) leads a team of contact center representatives responsible for service delivery through targeted inbound and outbound call retention efforts. The manager is responsible for the performance and effectiveness of the team, processes, and service outcomes. Equally important the manager executes on best practices that drive operational efficiency, service quality excellence, and employee engagement while being accountable for the achievement of customer loyalty, engagement, and satisfaction.

This role will effectively coach their staff to a high level of performance while maintaining employee engagement and motivation. They will implement retention strategies to achieve retention targets by working closely with internal partners to reduce the cancellation rate and maintain revenue. Additionally, this role will perform analysis to determine root cause of service breakdowns and make recommendations on new processes, develop improvements, and track success.

Responsibilities  

·         Communicate with direct reports and peers to ensure goal alignment and connect with other partners to gain support

·         Create a great culture and ensure the team is staffed, trained, and developed

·         Lead and direct the team to ensure quality service levels and positive customer satisfaction scores for all contacts

·         Coach CSRs to support a high level of performance while maintaining employee engagement and motivation

·         Ability to deliver feedback in a way that drives employee accountability and development

·         Support teammates with individual development in relation to both their current position and future opportunities

·         Strong ability to execute vision in a cross-functional and ever-changing environment

·         Participating in interviewing and building a high-performing team

·         Collaborate with management team to design and support events, and contests, and virtual ways to which build engagement and a positive team morale

·         Assist in planning, assigning, and directing work to balance service levels and workloads

·         Analyzes cancellation trends and results at an individual and business segment level.

·         Provides recommendations for improving performance against retention and retained revenue goals

·         Analyzes current business processes and provide thoughtful insight to implement improvements to efficiency and effectiveness

·         Demonstrated knowledge of Microsoft Office products with ability to manipulate data in Excel, Word, and PowerPoint quickly and accurately

·         Other assignments as required

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.   

·        Continuous Learning:  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” 

Qualifications

Skills

·         Strong organizational, interpersonal and customer service skills.

·         Mentoring skills to build capabilities within the Services Team

·         Ability to multitask and complete multiple priorities on time

·         Strong problem-solving skills.

·         Ability to partner with both internal and external resources to solve issues.

 Education and Experience 

·         Bachelor’s Degree or equivalent experience

·         Experience with ACDs, outbound dialer systems (preferably NICE), campaign management, workforce planning, CRM platform, quality monitoring and recording systems

·         Strong level of experience with maintain regulatory compliance (Do Not Call, etc.) with call campaigns

·         5 years successful experience in a Contact Center management role – preferably in an Insurance or Financial services environment.

 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. 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, and celebrating 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 2022 (over $1 billion revenue category), marking Combined's eleventh consecutive year on the Top 10 list.

ABOUT CHUBB
Chubb is the world's largest publicly traded property and casualty insurance company. With operations in 54 countries and territories, 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. As an underwriting company, we assess, assume and manage risk with insight and discipline. We service and pay our claims fairly and promptly. The company is also defined by its extensive product and service offerings, broad distribution capabilities, exceptional financial strength and local operations globally. Parent company Chubb Limited is listed on the New York Stock Exchange (NYSE: CB) and is a component of the S&P 500 index. Chubb maintains executive offices in Zurich, New York, London, Paris and other locations, and employs approximately 31,000 people worldwide.

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EEO Statement

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 retaliationagainst any individual who reports discrimination or harassment. 

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