The Team Specialist for the Recreational Marine Operations team will provide technical assistance to the team help to execute Leadership strategies; be responsible for all team training; provide continual analysis of current processes as well as assist in the development of process efficiencies and improvements;  provide technical, operational, and customer service support to Rec. Marine Sales team, Underwriters and Brokers. 

Responsibilities include:

Make a consistent effort to be flexible and available to leadership for meetings, priority projects and initiatives and reprioritization of daily duties based on needSupport the team by remaining available t in the group chat for technical questions and providing timely answersProactively Identify and report any noted opportunities or perceived trends for team as observed in group chat to leadership.Be open/flexible for overtime opportunities especially during peak season as possibleAssert yourself as a leader when leadership is either unavailable or out of the officeSet a positive tone for team morale and proactively inform leadership of issues.Adherence to established work hours by reporting to work timely adhering to designated core shift/hours Demonstrate a supportive, positive attitude while in the workplace & practice integrity in all interactionsCreate a positive customer experience by providing comprehensive customer service to agents and Chubb business partnersProvide recommendations which positively impact the team’s ability to meet and exceed SLA and quality goalsProvide exceptional service to both agents & Chubb business partners for escalated and complex transactionsCollaborate with resources across Personal Risk Services in order to resolve problems and demonstrate customer advocacy.Be proactive in process refinement & team up‐training to achieve minimal/infrequent substantiated customer complaints for technical/processing issuesLiaise appropriately with COE team regarding Rep Quality Reviews; Provide additional training & support to assigned COE resource as neededHandle all COE calibration reviews & summary discussions along with Team SupervisorConsistently meet 95% quality metric on processed transactionsRespond timely to reported ad-hoc feedback for staff;  consistently add Ad-hoc data into the NICE system, Identify and report Error trends & Inform team LeadershipWork with Sr CSRs delegating some QC responsibilities for new hires as appropriateStrive to improve overall team Ad-hoc as well as COE reviewed quality by scheduled refresher training or adding additional job-aids or alerts as necessaryProvide a complete and accurate solution to Customer, manager and business partner questions/issues/feedback for work returned for deficiencies to avoid additional requests or feedbackProvide back‐up to Department Supervisor & Operations Manager as neededRespond to team questions timely and consistentlyMinimize unscheduled PTO & provide appropriate requests for scheduling of PTO keeping seasonal peak in mindTake initiative bringing any identified process issues/gaps or propose potential process efficiencies/enhancements to ManagerEstablish ways to educate the Sr Reps on processes and technical information/skills to expand their knowledge and to further elevate them from the CSRsLook to attend Sales training for agents sessions hosted by sales as well as keep yourself appraised of the documents and tools provided by agents on the Agent Portal/@Chubb tool to stay immersed and fluid in the specifics of the lineSchedule bi‐monthly process & process document update meetings as possible with team for any new processesOther duties as assigned

 

Prior Personal Lines experience preferredRecreational Marine/Personal Watercraft Industry knowledge preferred.Prior training, workflow documentation background preferredExcellent organizational, time management and planning skills required.Ability to recognize and adapt to changing priorities and workflows as needed.Ability to communicate well both verbally and in writing Demonstrate the ability to work independently with minimal supervision.