Purpose of the Role
The purpose of this role is to deliver excellent customer service to American Express, Macquarie, Bendigo Adelaide and Investec customers across all enquiries, including claims relating to No Additional Charge (NAC) Insurance on Credit and Charge Cards. The role also involves supporting inbound sales to existing and potential customers while working toward financial and non-financial targets. At every contact point, you'll help ensure customer enquiries are handled efficiently and resolved effectively.
Key Responsibilities
•Deliver high-quality service across the NAC insurance program.
•Handle enquiries and claims with care, accuracy and professionalism.
•Provide timely and accurate information about Card Terms and Conditions.
•Deliver a personalised service by understanding customer needs.
•Work in line with Chubb's legal, regulatory and internal compliance obligations.
•Complete required training and maintain role competencies.
•Record and report complaints, conflicts, breaches and other reportable matters promptly.
•Manage written queries within a five-day timeframe.
•Meet service and financial targets while maintaining strong QA performance.
•Identify sales opportunities, support customer retention and contribute feedback to the team.
•Participate in training workshops and adapt quickly to procedural changes.
•Deliver seamless member experiences for the No Additional Charge (NAC) insurance program in line with card-issuer values and Chubb standards.
•Handle all customer enquiries and claims accurately, professionally, and with empathy.
•Provide clear, timely information on coverage as prescribed by Card Terms and Conditions.
•Meet or exceed financial, service level and quality-assurance targets for each campaign.
•Manage written queries within a five-day timeframe in accordance with Chubb Direct Marketing Customer Service Standards.
•Identify sales opportunities, retain customers who wish to cancel, and relay feedback to the team and Account Managers.
•Record, report and resolve complaints, conflicts, breaches and other reportable matters promptly.
•Demonstrate and maintain knowledge of Chubb's legal, regulatory and internal compliance obligations.
•Achieve and sustain required QA scores, adapting quickly to procedural changes.
•Champion risk-culture values, health & safety, and conduct risk management within the team.
What You'll Bring
•Strong customer service experience, ideally 12 months or more.
•Claims handling experience is highly regarded but not essential.
•Excellent verbal and written communication skills.
•A professional phone manner and strong rapport-building ability.
•Strong computer literacy and confidence learning new systems.
•Good problem-solving skills, attention to detail and a team-focused approach.
About Chubb
Chubb is a world leader in insurance. With operations in 54 countries and territories, 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. As an underwriting company, Chubb assesses, assumes and manages risk with insight and discipline, and services and pays claims fairly and promptly. The company is defined by its extensive product and service offerings, broad distribution capabilities, exceptional financial strength and local operations globally. Parent company Chubb Limited is listed on the New York Stock Exchange (NYSE: CB) and is a component of the S&P 500 index. Chubb maintains executive offices in Zurich, New York, London, Paris and other locations, and employs approximately 40,000 people worldwide.
