Project Customer Services Representative- Triage Team

Job Description

Job Description

Now is a great time to join our growing company! The Millennium Group (TMG) is an award-winning business process outsourcing firm focused on print, mail, document scanning, reception, and related office support services for Fortune 500 companies, professional service firms, and institutions of higher education. TMG is looking for highly motivated, enthusiastic team players interested in a career rather than just a job. With a team of over 1,500 nationwide associates, TMG is seeking an individual who can uniquely contribute to our 30+ years of success in the industry.

Summary
Highly detail‑oriented support professional responsible for triaging agent requests, processing personal lines policy transactions, and delivering exceptional service in a fast‑paced, high‑volume environment. Demonstrates strong decision‑making, accuracy, and the ability to navigate multiple systems while maintaining productivity and quality standards. Collaborates effectively with team members and business partners, with a commitment to continuous learning and professional growth.

Key Responsibilities
• Triage incoming email requests for new business quotes, issuance, endorsements, and cancellations for personal lines policies.
• Take ownership of agent requests and handle them efficiently, accurately, and professionally.
• Analyze information to make sound decisions and resolve issues.
• Learn and apply personal lines insurance principles and Chubb products (home, auto, valuables/collectibles, flood, etc.) with a strong focus on accuracy.
• Navigate multiple systems and applications to research, analyze, and resolve agent inquiries.
• Maintain productivity, service, and quality standards in a fast‑paced operations environment.
• Collaborate with team members and business partners to ensure a positive agent experience.
• Cross‑sell coverage to round out accounts when appropriate.
• Work overtime as needed.
• Complete additional tasks, projects, and duties as assigned.

Qualifications
• Strong decision‑making skills in a fast‑paced, high‑volume contact center environment.
• Excellent verbal and written communication skills with a strong service orientation.
• Proficient in computer skills, multi‑application navigation, and multitasking.
• Experience in a high‑volume contact center with a focus on superior service is a plus.
• Demonstrated professionalism, accountability, and pride in handling quotes, policy changes, and agent inquiries.
• Proven ability to manage competing demands and solve problems while on the phone with customers.
• Property & Casualty insurance experience is a plus.
• Desire for ongoing professional and personal development, with a commitment to accuracy and best‑in‑class service.
• Minimum of a high school diploma or equivalent; college degree or active enrollment is a plus.

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