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Full-time Training Lead - Legal Bill Review/Claims Review

at Chubb in Simsbury, CT

Organizational Overview:
The mission of the Claim Litigation Management Unit (LMU) is to provide Chubb's insureds with the highest quality legal services to cost effectively resolve their claims. The Litigation Cost Management Group (LCMG), an integral part of the LMU, delivers on this mission by reviewing all invoices from US and Canadian based law firms that provide claims related legal services to Chubb and its insureds. This group reviews over 100,000 invoices annually and ensures that all outside counsel invoices are processed in accordance with Chubb's Litigation Management Guidelines.

Position Description:
This position is responsible for planning, organizing and directing all administrative and functional activities related to LCMG’s quality assurance, internal controls and training programs. The key functions within the scope of this position will include, but are not limited to, invoice auditing, initial data uploading/validation, deductible tracking, in-bound / out-bound customer communications and management reporting.

Primary Job Responsibilities & Essential Job Functions

• Work closely with LCMG supervisors to identify opportunities for improvement in terms of quality, timeliness and accuracy of transactions
• Measure turnaround times of invoice processing functions
• Review written communications and listen to phone calls from the customer service team to ensure customer satisfaction and effective communication with law firms, insureds, agents and Claim staff
• Evaluate quality control data in order to identify opportunities and implement corrective actions
• Review and score outcome of existing processes to measure the productivity and quality of the team
• Support LCMG supervisors in identifying and tracking productivity goals for their team members on a consistent basis
• Create corrective action plans with supervisors in order to improve quality
• Establish testing procedures in coordination with Operational supervisors
• Document test results and process improvements. Ensure that improvements are ncorporated in the quality assurance process.
• Develop training sessions for team members tailored to their specific needs
• Deliver feedback to LCMG staff based on quality testing results
• Works with other Chubb entities to facilitate corporate quality and compliance reviews and initiatives
• Must effectively communicate with Chubb partners at various levels
• Seeks to understand customers needs; Analyzes and resolves problems effectively; Adjusts work style to meet customer requirements

Knowledge / Skills / Experience / Education

• Bachelor’s Degree required,
• Certifications or formal training in operations auditing, internal controls, Six Sigma techniques, a plus
• Process orientation and process improvement focus with special consideration to legal invoice review and customer service
• Minimum five years of law firm litigation, claim and/or bill review experience required
• Must have excellent verbal and written communications skills.
• Ability to interact effectively at various levels.
• Excellent problem solving skills
• Training and QA background required
• Advanced proficiency in establishing, analyzing and managing to performance metrics
• Experience in project management
• Strong computer literacy with background knowledge of Microsoft products. Knowledge of e-billing software a plus
• Proven ability to work across dept/functional lines in order to influence and direct to achieve goals of LCMG.
• Some travel may be required

Please click the link below to apply

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Published on Nov 02, 2011
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