Chubb · 22 hours ago
Senior Customer Service Supervisor
202A Hall's Mill Road, Whitehouse Station, NJ, 08889, US
Full-time
Onsite
Mid, Senior Level
$59K/yr - $100K/yrChubb is a world leader in insurance, providing a diverse range of insurance products and services globally. The Senior Customer Service Supervisor will lead and optimize daily operations related to Broker of Record requests, ensuring exceptional service delivery and compliance with regulatory standards while driving team development and enhancing customer experience.
Commercial InsuranceFinancial ServicesHealth InsuranceInsuranceMortgageRisk Management
Responsibilities
Lead and manage a specialized team handling BOR requests and inquiries from agents and brokers regarding Chubb personal lines policies
Oversee BOR-related inventory (email and phone), ensuring service level agreements (SLAs) and compliance standards are consistently met; allocate resources as needed
Manage staff scheduling, PTOs, absences, and turnover, adapting workforce plans to meet evolving business needs and ensure continuity in BOR processing
Analyze team performance metrics to identify trends, best practices, and opportunities for process and quality improvement
Provide coaching, mentorship, and leadership to promote compliance, creativity, and specialized BOR expertise
Develop and execute strategies aligned with Personal Risk Services profitability and growth, focusing on BOR process optimization
Conduct performance management through regular feedback, goal setting, and reviews, emphasizing service excellence, ownership, and accountability
Collaborate with department managers to assess operational costs, staffing needs, and budgetary impacts
Forecast future resource and process needs by analyzing BOR reports and implementing strategic improvements
Serve as a technical expert on BOR-specific issues, guiding resolution and removing operational obstacles
Propose, implement, and monitor enhancements for quality, efficiency, and compliance within the team
Establish and evaluate service standards and metrics, driving continuous improvement initiatives with a focus on accuracy and regulatory adherence
Champion and model a culture of service excellence, ownership, accountability, and productivity across the team
Lead and support transformative change, ensuring team engagement and successful adoption of new processes and initiatives
Qualification
Required
Bachelor's Degree or equivalent experience in customer service, supervision, or management required
Commitment to delivering outstanding customer service, setting high standards for responsiveness, accuracy, and professionalism
Instills personal and team ownership for outcomes, encouraging proactive problem-solving and follow-through
Drives a results-oriented culture, setting clear expectations and measurable objectives
Leads by example during change, communicating a clear vision and purpose
Fosters an inclusive, collaborative, and positive team climate
Uses data and analytics to inform decisions, anticipate challenges, and identify opportunities
Communicates transparently and persuasively with all stakeholders, ensuring alignment and understanding of priorities
Preferred
Knowledge of Masterpiece/PLS systems preferred
Working knowledge of property and casualty insurance policies preferred
Proficiency in Microsoft Suite: Word, PowerPoint, Excel, and Access
Benefits
Discretionary annual incentive program
Comprehensive benefits package
Company
Chubb
Chubb is a mortgage firm that offers risk management, property, health, personal, business, health, home, and life insurance.
Founded in 1985
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$10.25BKey Investors
Berkshire Hathaway
2025-08-04Post Ipo Debt· $1.25B
2024-07-29Post Ipo Debt· $1.3B
2024-05-15Post Ipo Equity· $6.7B
Leadership Team
Annmarie Dugan Hagan
CFO Operations Technology & Transformation Chubb Group
John Keogh
President & Chief Operating Officer
Recent News
Benzinga.com
2026-02-05
Life Insurance International
2026-02-05
Media OutReach Newswire
2026-01-22
Company data provided by crunchbase