Senior Customer Service Supervisor - Underwriting Support Team (UST)

Company: Chubb
Location: Whitehouse Station
Posted on: April 1, 2026

Job Description:

Description Overview: The Senior Supervisor of the Underwriting Support Team leads and optimizes daily operations related to supporting underwriting activities, ensuring the team’s is effective in account and relationship management with the agent, while delivering superior, white-glove service and maintaining appropriate compliance with regulatory standards. This leadership role partners closely with Personal Risk Services key stakeholders (UW, Sales, Operations, Risk Consulting etc.) to ensure transparency of UST activities, particularly on large, and high-profile accounts. The role regularly solicits feedback to ensure proactive and continuous team development that elevates agent, and client experience while ensuring operational effectiveness. The Sr. Supervisor is accountable for identifying, developing, and executing process improvements, The Sr. Supervisor continually fosters a culture of ownership, and accountability, strong yet appropriate relationship management with agents, while balancing productivity, and service excellence within the functional unit. Key Responsibilities: Lead and manage a specialized team supporting underwriters, clients and business partners with policy processing, client service, and operational tasks to ensure an optimal agent, and client experience. Day to day managerial duties include: Oversight, and effective management of UST-related inventory (email and phone), that ensure proper communication with agents, and applicable stakeholders, and service level agreements (SLAs) and compliance standards are consistently exceeded. Ensure proper resource allocation within the team, or from other units, to ensure all objectives are consistently exceeded. Manage staff scheduling, PTOs, absences, and turnover, adapting workforce plans to meet evolving business needs and ensure continuity in UST service. Analyze team performance, relationship management metrics to identify trends, best practices, and opportunities for improvement. Regularly leverage available tools, reporting, etc. to assess individual performance and provide coaching, mentorship, and leadership to promote effective relationship management, compliance, creativity, and specialized UST expertise. Develop and execute strategies aligned with PRS profitability and growth, focusing on process optimization and service delivery. Conduct performance management through regular feedback, goal setting, and reviews, emphasizing service excellence, ownership, and accountability and effective time management. Collaborate with department managers to assess operational costs, staffing needs, and budgetary impacts. Forecast future resource and process needs by analyzing UST reports and implementing strategic improvements. Serve as a technical expert on underwriting support issues, guiding resolution and removing operational obstacles. Develop relationships with and serve as a single point of escalation for clients and internal business partners (e.g., Agents, Underwriters, Risk Consulting, Home Office, Sales Relationship Managers, etc.) for supported business. Propose, implement, and monitor enhancements for quality, efficiency, and compliance within the team. Establish and evaluate relationship management, service standards and metrics, aimed at driving continuous improvement initiatives with a focus on communication, transparency, accuracy and regulatory adherence. Champion and model a culture of service excellence, relationship management, ownership, accountability, and productivity across the UST Teams. Lead and support transformative change, ensuring team engagement and successful adoption of new processes and initiatives. Qualifications Competency Skills: Effective Relationship Management Skills: Consistently demonstrate empathy, active listening, responsiveness, and transparency. Keeping agents informed, managing expectations, and clearly communicating throughout the UST lifecycle. 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, DRC, and PLUW applications preferred. Proficiency in Microsoft Suite: Outlook, Word, Excel, and PowerPoint. Working knowledge of property and casualty insurance policies, terminology, and processing procedures 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.

Keywords: Chubb, Hackensack , Senior Customer Service Supervisor - Underwriting Support Team (UST), Accounting, Auditing , Whitehouse Station, New Jersey