KEY OBJECTIVE: Manage regulatory complaints process by monitoring and maintaining records of written complaints received from policyholders, insureds, claimants and agents to ensure timely responses in compliance with statutory requirements. Track complaint trends to provide reports to management. Support and cross train in Producer Services initiatives and processes.
MAJOR DUTIES AND RESPONSIBILITIES:
Serve as consumer complaint contact for Chubb US P&C insurance companies.
Maintain complaints coordinators contact list and insurance department complaints portal access information.
Login in complaints upon receipt into metrics tool.
Review, research and distribute written complaints to complaint coordinators for the applicable line of business. This involves policy and claim research to determine correct line of business and complaint coordinator.
Ensure complaint responses are timely and complete by following up with the complaints coordinators prior to response due date and provide explicit instructions for requirements for supporting documentation.
Assign and manage fraud and investigation requests from regulators.
Enter and maintain complaint data in Complaint Management System.
Prepare monthly trend reports for the North America Chief Compliance Officer and discuss at monthly trend report meetings.
Provide complaint data for market conduct and financial examinations and litigation discovery requests.
Respond to requests for copies of historical insurance policies.
Contact consumers to provide assistance as necessary.
Back-up support for review of website inquiries.
Support Producer Services initiatives.
Reports to Senior Manager, North America Producer Services
At least five years of customer services experience, preferably insurance related, desired
Producer licensing experience is a plus
People management/Supervisory skills are a plus
Excellent oral and written communication skills
Excellent interpersonal skills
Good research skills desired
Organization and time management skills with the ability to handle multiple tasks
Good personal computer skills such as Microsoft Office and facility with systems
Chubb offers a competitive compensation package and comprehensive benefits package including life, health and dental, vision, a generous retirement savings plan, disability coverage, stock purchase plan, flexible spending accounts, tuition reimbursement, and business casual dress. 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, religion, age, sex, sexual orientation, transgender, national origin, disability, genetic information, veteran, or marital status, or any other characteristic protected by law.
Chubb strives to offer a diverse and inclusive and rewarding work environment. Teamwork and mutual respect are central to how Chubb operates and we believe the best solutions draw upon diverse perspectives, experiences and skills. We operate in such a way where everyone, regardless of their singular background has the opportunity to contribute to our collective success.