The Underwriting Support Team Specialist supports the business goals of the Underwriting Support Team, specifically surrounding the UST ITV team. The Team Specialist supports the servicing of established business. The UST ITV Team Specialist processes a diverse amount of requests that require various levels of analytical skills for both internal/external business partners; and, responsible for assisting the underwriting centers in growth and profitability by performing functions that were traditionally handled in the Personal Risk Underwriting Centers or those closely related with underwriting functionality and profitability. These functions require the use of:
* Personal Risk Underwriting Workstation (PLUW) and its related IMS systems * Personal Risk Underwriting Notes System (PLUS) * Masterpiece (MPRT) processing system and its related IMS systems * Personal Risk - PLS systems, @Work and RiskID
* Support the UST ITV Team by acting as a resource/Subject Matter Expert. * Demonstrate independent decision making, critical thinking, and handle escalated issues in the absence of manager. * Assist Manager with completion of training for new hires and experienced representatives. * 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 Manager. * Assist the Team to meet the departmental standards for quality by reviewing and auditing work based on guidelines for non-phone requests. Using established workflow and escalation procedures and collaborating with internal/external customers to ensure accurate processing and completion of work. * 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 amount of transactions per person each month. * Update Individual Performance Reports (IPR) monthly to include productivity, customer experience and quality results. Include any error trending analysis and determine training needs based on results in order to deliver a superior product for Chubb clients. Make recommendations to improve quality and productivity based on error trending report and individual performance observations. * Create a positive customer experience and demonstrate customer and employee advocacy. * Achieve standard business goals for UST ITV by monitoring all assigned transactional requests. Work with project coordinators to ensure all assignments are rotated among team members per project log review.
Competencies & Skills Required:
* Demonstrated knowledge of UST processes and workflows * Demonstrated advanced 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) * Demonstrated experience utilizing MPRT, PLS, PLUW, IMS, @work, RiskID and DRC systems * Knowledge of PRS business objectives. * Demonstrated experience/advanced Microsoft Suite skills (including Word, Excel, PowerPoint). * Advanced knowledge of MP and PLS general workflows.
* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.