Senior Consumer Operations Specialist

3 months ago

Glasgow, United Kingdom Chubb Full time

Are you available for an interim contract with experience gained in a system based operations role or a customer service role?

If working for one of the largest commercial insurers in the world with excellent employee benefits appeals, then we would love to hear from you

We have an interim opportunity in our Glasgow office (12 months) within our Operations & Customer Service Department for a Senior Consumer Operations Specialist.

Consumer Insurance is one of the main business divisions within Chubb and manages a portfolio of Personal Accident, Mobile phone and Hospital Cash policies. For our European operations, the central team in Glasgow provides operational support for technical interfaces for 18 countries throughout the region and daily support specifically for UK. The team currently consists of 6 people, including one team manager. This role is required as the team is growing and is taking on more and more complex responsibilities.

There is a bespoke mainframe Customer Service System to hold policy details with various interfaces for billing insurance premium and accounting. The System Operations Team will handle the business owned, system related, interfaces and other aspects of work that do not fall under the responsibility of the central Chubb Europe System teams. This team also acts as the interface between the Business Teams and the central Systems Team.

This role, that is part of central System Operations Team in Glasgow, is ideally suited to individuals with a background in customer service but an aptitude and interest in technology and accounting, with the ability to learn quickly. Training in the specific Chubb systems will be provided.

Key Responsibilities:

- Schedule and complete all loading of policies at appropriate times to allow new business and policy amendments to be available within agreed SLA’s for UK /Ireland and the relevant CE countries
- Run the monthly reconciliation & billings for countries in Europe, creating all output data and handling file transfers/interfaces. This ensures well over 3M customers can pay their premium on a monthly basis.
- Provide reporting on a weekly/monthly basis as scheduled
- Assist with the in-house Customer Service System development, testing new releases for all systems support functions, in line with agreed timeframes
- Assist and deliver Campaign, Product and New Document Set Ups and Checks for the in-house Customer Service System on behalf of the UK and CE counties as
- Work pro-actively with other team members, looking for ways to improve the level of service provided to Internal & External Customers.
- Maintain documented procedure manuals for all activities in System Operations and update regularly when changes occur
- Assist the Business Operations Manager with team training requirements whilst actively identifying gaps in knowledge
- Run a smooth user admin operation for all our European users
- Be a key part of our centre of excellence in the Business Operations Team.
- Good standard of general education (including Highers / GCSEs or equivalent in English & Mathematics).
- SVQ Level 2 in Administration or equivalent, or actively pursuing a relevant qualification.
- Excellent PC skills including Word and Excel
- Previous experience in a system operations role, or a customer service role with good technology skills.
- A good understanding of Customer Service functions & System Requirements.
- Good communication and interpersonal skills

WE OFFER IN RETURN

Competitive salary & pension scheme, annual bonus scheme, 25 days annual leave plus ability to purchase 5 additional days, Private Medical cover, Employee Share Purchase Plan, Life Assurance, Subsidised gym membership, Comprehensive Learning & development offerings.

Employee resource groups, Networking, mentoring & development opportunities, 1-day annual Charitable leave, Cycle to work scheme, Active Sports & social committee, Employee Assistance program.

**Integrity. client focus. respect. excellence. teamwork**:
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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