The primary purpose of this role is to assist the Underwriting team and deliver a high quality client service by supporting ownership of the operational functions of the team allowing them to focus on production and underwriting. This includes (but is not limited to) tasks such as entering data into underwriting and various other systems required to track business, reviewing policy document, handling broker, accounting or policies queries and working with underwriters to review renewal and new business submissions.
Key Responsibilities:
Process Management and Customer Service
- To ensure all appropriate support and measures are taken for bookings to be registered within the required timeframes, and to the required quality standard applying right first time principle
- Act as first point of contact for processing of complex business
- To liaising with operations to resolve queries regarding New Business submissions to ensure these are registered in a timely manner
- To review Name Clearance results to ensure Chubb’s reserving rights are maintained
- To prepare Underwriting files for both Renewal and New Business (including but not limited to inputting data into Underwriting system, compiling market research and completing raters)
- To liaise with brokers and internal departments for credit control, claims and risk information
- Chasing brokers for outstanding binding instructions or subjectivities
- Review of policy documents produced by Operation. Creation of ad hoc documents
- Assisting with the reconciliation of aged finance items
- Ensure underwriting files are complete and fulfil audit requirement and mange transition of policies into the National Underwriting Centre
- To ensure policy tracking/workflow tools are accurate and reflect current status of policy at all times
- Support the development and implementation of business processing tools by acting as SME and assisting in requirements gathering and UAT
- Any other ad hoc duties allocated by the Team Leader
Service Delivery & Quality Adherence
- Build good working relationships with local underwriting teams and ensure that local underwriting management are regularly communicated with and kept updated on appropriate issues
- Build good working relationships with third party provider, proactively monitor and support the completion of outsourced processes, ensuring agreed service standards and quality levels are met
- To support the Underwriting community through liaison with and participation at meetings with brokers, internal departments and external advisers
- To provide general assistance to underwriters for broker and/or client visits and other administrative duties as agreed with Operations Team Leader/Supervisor
- To independently handle requests and queries from customers where appropriate
- coordinate with appropriate departments and staff to resolve first level customer complaints
- To adhere to robust Quality Framework standards and procedures
- To work within the framework of our ethical and service standards
Continuous Improvement
- To work in conjunction with all respective areas to ensure efficient working practices are in place, e.g. identifying process improvements, providing feedback to reduce rework or errors and escalate any blockages to the Operations Team Leader/Supervisor where necessary
- Identify regular opportunities for improvement, provide support and/or be involved in Business Improvement Initiatives & / or strategic projects as required
- Escalate problems proactively via management
- Engage in reviews of documented processes & procedures
Team Involvement
- Participate in all regular team forums, including, but not limited to team meetings, monthly forums, team events, etc.
- Collaborate with and support others within the team
Occupational Health & Safety
- Accountable for taking all practical measures to ensure that the workplace and persons under their control are safe and without risk to health.
Risk Culture
- Champion risk culture values and being a strong advocate for good customer outcomes in all business activities. Promote continuous improvement to Chubb’s products and services having regard to product assessments, IT solution and business efficiencies.
- Be aware of and appropriately mange conduct risk within your area
- Understand your role and take ownership of risks and controls as a first line risk owner
- Effectively manage third party arrangements you/your function is responsible for, ensuring effective oversight and monitoring is in place and steps are taken promptly where issues are identified.
- Appropriate action taken for employee conduct that is outside of that contemplated in the risk culture goal and Code of Conduct
- Promptly report incidents and ensure functional area does the same. Handle any complaints fairly and promptly in accordance with Chubb policy
- Participate in quarterly compliance attestation process and provision of accurate information for Board and Committee reporting
- Compliance with Code of Conduct, internal policies, regulations
Essential:
- Competent in Microsoft Office and Outlook. Excellent general computer literacy
- Effective communication and interpersonal skills both in verbal and written forms
- Strong customer service skills and customer centric attitude
- Strong attention to detail and the desire to deliver and improve quality
- Problem resolution and decision making skills
- Ability to work in a team environment as well as on own initiative
- Experience working to deadlines/SLA's
- Pro-active involvement with department objectives & service level
- A collegial and constructive approach to working with and supporting colleagues within a team environment
- Well-developed analytical and organizational skills
Desirable:
- University bachelor’s degree or equivalent