Job Description

Job Summary

The Customer Service Specialist responds to customer, broker and distributor servicing requests in line with documented guidelines and rules to ensure delivery of excellent customer service.

Job Functions

• To handle complex telephone and electronic inquiries from agents/brokers, insureds, regulators, customers, claimants, prospective customers and refer to the appropriate business unit, service unit or claims office to enable customers to solve complex problems and improve business.
• Provide operations support to different functions including premium tracking.
• Provide general clerical services to internal customer groups and support staff in the processing of transactions to support the achievement of customer service standards.
• Monitor business processes in order to identify opportunities for improvement.
• Access various systems to process data and analyze this to facilitate decision making.
• Identify and comply with the main principles relevant to legal and regulatory controls that govern standard work practices.
• Document project plans, collate project performance data and highlight variances against plans to support the implementation of projects to time and quality standards.

Business Accountabilities

• Manage and control specific cost variables and utilize established financial systems to track budgets and highlight variances
• Monitor and review work undertaken and support business case development across a number of small to medium scale projects or a large complex project in order to ensure appropriate use of materials, tools, equipment or resources and adherence to schedules.
• Provide advisory services to colleagues on a daily basis, by being focal point of contact, to ensure adherence to the company\'s risk and compliance processes.
• Research primary data sources, select relevant information, analyze key themes and trends to provide insights and recommendations and segmentation and analysis and improvement of sales processes and effectiveness.
• Research best practice and review and analyze detailed business models to support senior management in developing and improving sales and distribution processes and systems.
• Assess complex customer/distributor issues and requests, evaluate their unique needs and apply technical techniques and know-how to recommend a solution.
• Advise senior management to support change through understanding and insight in order to have an impact on local business performance.
• Provide recommendations on activity and resource prioritization for channel development and influence the design and implementation of standards and programs / campaigns to support business improvement / growth.
• Manage capability development activities in a channel or customer segment, focusing on one or more areas (development of customer or distributor insights; segmentation and value proposition; sales tools and platforms; channel effectiveness; customer management practices) to support business improvement.
• Support colleagues to build targeted growth opportunities, such as development of the distribution network and tenders, working with regional/global colleagues and liaising with other functions where appropriate.

Job Qualifications

Required:

Bachelor\'s degree (or equivalent) and 2 or more years of experience in related field

Zurich