Support the Cornerstone/Masterpiece Research Team by acting as a resource/Subject Matter Expert.
Assist in managing the email inboxes and distribution of work to the team.
Assist Supervisor in monitoring training of new hire and experienced Analysts.
Prepare/Maintain daily/weekly/monthly/quarterly administrative reports, such as (productivity, IPR’s, Escalations and timeliness etc).
Perform daily/monthly administrative duties as assigned by Supervisor.
Assist the Team to meet the departmental standards for quality by reviewing and auditing work based on guidelines for phone and non-phone requests. Using established workflow and escalation procedures and collaborating with internal/external customers to ensure accurate processing of quotes and policy changes.
Assist in processing incoming work, and answering calls, as business needs require.
Monitor/Audit job function in-boxes and analyze team results; Recognize trends and make recommendations for opportunities for improvements as well as assist with the creation and updating of workflows
Review the required number of transactions per person each month.
Update Individual Performance Reports (IPR) by the 12th of the month to include productivity, customer experience and quality results. Include any error trending analysis and determine training needs based on results to deliver a superior product for Chubb clients. Make recommendations to improve quality and productivity based on error trending report and individual performance observations. Produce knowledge assessments each month for Customer Service
Create a positive customer experience and demonstrate customer and employee advocacy.
Achieve standard business goals for Cornerstone/Masterpiece Research by monitoring all assigned transactional requests. Work with project coordinators to ensure all assignments are rotated among team members per project log review.
Demonstrated Technical knowledge.
Excellent coaching and communication skills, verbal, written and interpersonal.
Excellent time management and organizational skills; ability to handle multiple tasks, balance multiple priorities and work independently.
Customer service focus / excellent customer service skills - maintain and expand relationships with internal and external customers.
Results oriented - ability to manage expectations for delivering tasks and assignments.
Strong collaboration and relationship building skills.
Strong negotiation, decision making, accountability and leadership skills.
Strategic thinking and solution development; analytical skills.
Detail and Quality focused.
Flexibility / Adaptable to change.
Possess professional demeanor (confidentiality, dependability, tactfulness)
Strong knowledge of Masterpiece Real Time, and knowledge management website.
Knowledge of Personal Lines products and CPI business objectives.
Knowledge of Microsoft Suite a plus (including Word, Excel, PowerPoint).
Proficient in general workflows and inquiry systems
