Customer Care Service Representative FT Cabina

Job description

The Customer Care Service Representative FT Cabina will join Chubb Seguros Mexico's Call Center team in Monterrey, reporting to the Customer Care Service Supervisor. The role focuses on delivering outstanding service to policyholders, accurately capturing claim information, and ensuring timely, high‑quality support throughout the claims process.

Responsibilities

Deliver courteous, empathetic service to preserve Chubb’s differentiating brand reputation. Answer inbound policyholder calls and collect precise information for claim processing. Provide agile, effective support during critical client situations, ensuring timely resolution. Follow established company processes and protocols for accident reporting and follow‑up. Document all interactions accurately in the system and maintain data integrity.

Monitor claim status and proactively update customers on progress. Meet or exceed performance metrics such as call handling time, quality scores, and customer satisfaction. Collaborate with internal teams to resolve complex issues and improve service delivery. Maintain confidentiality of client information in accordance with privacy regulations. Participate in continuous learning and training initiatives to enhance skills.

Qualifications

High school diploma; college degree or related coursework preferred. Minimum 1‑2 years of experience in a call‑center or customer service environment, preferably insurance. Excellent verbal and written communication skills in Spanish; English proficiency is a plus. Strong problem‑solving ability with a logical, organized approach. Detail‑oriented with a solid focus on following processes and instructions. Demonstrated adaptability to changing situations and priorities.

Commitment to continuous learning and professional development. Proficiency with standard office software and call‑center systems. Ability to work effectively in a team and uphold Chubb’s core values. Customer‑focused mindset with a drive to exceed expectations.