Senior Customer Service Supervisor

JOB DESCRIPTION

The Sr. Supervisor of the Agency Services BOR Team leads and optimizes daily operations related to Broker of Record requests, ensuring exceptional service delivery and strict compliance with regulatory standards. This role partners closely with Personal Risk Services Leadership and Operations Leadership to drive team development, elevate customer experience, and enhance operational effectiveness. The Sr. Supervisor is accountable for recommending, developing, and executing process and staffing improvements, fostering a culture of productivity, innovation, ownership, and service excellence within the BOR function.

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Key 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.

QUALIFICATIONS

Competency Skills:

• 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.

Technical Skills:

Knowledge of Masterpiece/PLS systems preferred.

Proficiency in Microsoft Suite: Word, PowerPoint, Excel, and Access.

Working knowledge of property and casualty insurance policies preferred.

Education:

Bachelor's Degree or equivalent experience in customer service, supervision, or management required.

The pay range for the role is $59,000 to $100,000 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. The disclosed pay range estimate may be adjusted for the applicable geographic differential for the location in which the position is filled.

ABOUT US

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.

At Chubb, we are committed to equal employment opportunity and compliance with all laws and regulations pertaining to it. Our policy is to provide employment, training, compensation, promotion, and other conditions or opportunities of employment, without regard to race, color, religious creed, sex, gender, gender identity, gender expression, sexual orientation, marital status, national origin, ancestry, mental and physical disability, medical condition, genetic information, military and veteran status, age, and pregnancy or any other characteristic protected by law. Performance and qualifications are the only basis upon which we hire, assign, promote, compensate, develop and retain employees. Chubb prohibits all unlawful discrimination, harassment and retaliation against any individual who reports discrimination or harassment.