Chubb · 1 day ago
Senior Customer Service Supervisor - Underwriting Support Team (UST)
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 commercial and personal insurance products. They are seeking a Senior Customer Service Supervisor for the Underwriting Support Team to lead daily operations, enhance agent and client experiences, and ensure compliance with regulatory standards.
LendingFinanceProperty & Casualty InsuranceHealth InsuranceCommercial InsuranceFinancial ServicesInsuranceMortgageRisk Management
Responsibilities
Lead and manage a specialized team supporting underwriters, clients and business partners with policy processing, client service, and operational tasks to ensure an optimal agent, and client experience
Day to day managerial duties include:
Oversight, and effective management of UST-related inventory (email and phone), that ensure proper communication with agents, and applicable stakeholders, and service level agreements (SLAs) and compliance standards are consistently exceeded
Ensure proper resource allocation within the team, or from other units, to ensure all objectives are consistently exceeded
Manage staff scheduling, PTOs, absences, and turnover, adapting workforce plans to meet evolving business needs and ensure continuity in UST service
Analyze team performance, relationship management metrics to identify trends, best practices, and opportunities for improvement
Regularly leverage available tools, reporting, etc. to assess individual performance and provide coaching, mentorship, and leadership to promote effective relationship management, compliance, creativity, and specialized UST expertise
Develop and execute strategies aligned with PRS profitability and growth, focusing on process optimization and service delivery
Conduct performance management through regular feedback, goal setting, and reviews, emphasizing service excellence, ownership, and accountability and effective time management
Collaborate with department managers to assess operational costs, staffing needs, and budgetary impacts
Forecast future resource and process needs by analyzing UST reports and implementing strategic improvements
Serve as a technical expert on underwriting support issues, guiding resolution and removing operational obstacles
Develop relationships with and serve as a single point of escalation for clients and internal business partners (e.g., Agents, Underwriters, Risk Consulting, Home Office, Sales Relationship Managers, etc.) for supported business
Propose, implement, and monitor enhancements for quality, efficiency, and compliance within the team
Establish and evaluate relationship management, service standards and metrics, aimed at driving continuous improvement initiatives with a focus on communication, transparency, accuracy and regulatory adherence
Champion and model a culture of service excellence, relationship management, ownership, accountability, and productivity across the UST Teams
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
Effective Relationship Management Skills: Consistently demonstrate empathy, active listening, responsiveness, and transparency. Keeping agents informed, managing expectations, and clearly communicating throughout the UST lifecycle
Service Excellence: Commitment to delivering outstanding customer service, setting high standards for responsiveness, accuracy, and professionalism. Champions a customer-centric mindset
Ownership & Accountability: Instills personal and team ownership for outcomes, encouraging proactive problem-solving and follow-through. Holds self and team accountable for meeting service levels, compliance, and operational goals
Productivity: Drives a results-oriented culture, setting clear expectations and measurable objectives. Implements process improvements and resource allocation strategies to maximize efficiency
Transformative Leadership & Change Management: Leads by example during change, communicating a clear vision and purpose. Empowers team members to embrace innovation and adapt to new processes. Applies change management best practices
Culture Building: Fosters an inclusive, collaborative, and positive team climate. Recognizes and celebrates achievements, reinforcing behaviors that support service excellence and productivity
Strategic Thinking & Decision Making: Uses data and analytics to inform decisions, anticipate challenges, and identify opportunities. Collaborates effectively with senior leadership and cross-functional teams
Communication & Influence: Communicates transparently and persuasively with all stakeholders, ensuring alignment and understanding of priorities. Builds trust and credibility through consistent, honest, and respectful interactions
Preferred
Knowledge of Masterpiece, PLS, DRC, and PLUW applications
Working knowledge of property and casualty insurance policies, terminology, and processing procedures
Proficiency in Microsoft Suite: Outlook, Word, Excel, and PowerPoint
Benefits
Comprehensive benefits package
Discretionary annual incentive program
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