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Combined Insurance, a Chubb Company, is seeking a Manager Agent Service Center to join our fast-paced, high energy, and growing company. For nearly 100 years in the insurance industry, our company has been passionate about serving our customers and providing them peace of mind and protection when they need it the most. Come build your career here, along with other positive, hard-working, talented professionals—just like you!

The Manager, Agent Service Center (ASC) for the Customer Experience Delivery Center (CEDC) leads a team of contact center representatives is responsible for day-to day management of the ASC ensuring responsive, high-quality service for our captive sales teams (producers). This includes responsibility for maintaining a healthy team dynamic within the Agent Service Center while ensuring delivery of a positive brand experience. This position will also play a key role in implementing new service strategies and technology into the Agent Service Center while contributing to the evolution of the larger contact center organization.  Core duties include day-to-day development, management, and leadership of the Agent Service Center teams. Emphasis is on employee effectiveness, service excellence, contact optimization, workforce planning, and relationship management. Key activities include ensuring service delivery, employee coaching, quality assurance review, escalation resolution, schedule adherence, maintaining internal business partner relationships.

Responsibilities

• Communicate with direct reports and peers to ensure goal alignment and connect with other partners to gain support
• Create a great culture and ensure the team is staffed, trained, and developed
• Lead and direct the team to ensure quality service levels and positive customer satisfaction scores for all contacts
• Coach CSRs to support a high level of performance while maintaining employee engagement and motivation
• Ability to deliver feedback in a way that drives employee accountability and development
• Support teammates with individual development in relation to both their current position and future opportunities
• Strong ability to execute vision in a cross-functional and ever-changing environment
• Participating in interviewing and building a high-performing team
• Collaborate with management team to design and support events, and contests, and virtual ways to which build engagement and a positive team morale
• Assist in planning, assigning, and directing work to balance service levels and workloads
• Analyzes cancellation trends and results at an individual and business segment level.
• Provides recommendations for improving performance against retention and retained revenue goals
• Analyzes current business processes and provide thoughtful insight to implement improvements to efficiency and effectiveness
• Demonstrated knowledge of Microsoft Office products with ability to manipulate data in Excel, Word, and PowerPoint quickly and accurately
• Other assignments as required

COMPETENCIES

Skills

Education and Experience

The pay range for the role is $76,300 to 125,100. The specific offer will depend on an applicant’s skills and other factors. This role may also be eligible to participate in a discretionary annual incentive program.  Chubb offers a comprehensive benefits package, more details on which can be found

on our careers website

OUR BENEFITS

As a Chubb corporate employee, you have access to one of the most comprehensive benefit plans in the business, designed to meet your needs and help you reach your financial goals. More details can be found

here

ABOUT COMBINED INSURANCE

Combined Insurance Company of America is a Chubb company and a leading provider of supplemental accident, health, disability, and life insurance products in North America. Headquartered in Chicago, with satellite office in Columbia, SC, Combined is celebrating over 100 years in business. We are committed to making the world of supplemental insurance easy to access and understand. The company has an A+ rating by the Better Business Bureau and an A + (Superior) financial strength rating by A.M. Best. We are ranked by VIQTORY as the number one Military Friendly® Employer in 2023 (over $1 billion revenue category), marking Combined's twelfth consecutive year on the Top 10 list. We pride ourselves on approaching all situations with a Positive Mental Attitude (PMA) and encouraging collaboration.

ABOUT CHUBB

Chubb is a world leader in insurance. With operations in 54 countries, Chubb provides commercial and personal property and casualty insurance, personal accident and supplemental health insurance, reinsurance, and life insurance to a diverse group of clients. The company is distinguished by its extensive product and service offerings, broad distribution capabilities, exceptional financial strength, underwriting excellence, superior claims handling expertise and local operations globally.

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