Combined Insurance, a Chubb Company, is seeking a Resolution Specialist to join our fast-paced, high energy, growing company. We are proud of our tradition of success in the insurance industry of over 100 years. Come join our team of hard-working, talented professionals!
Job Summary
The Resolution Specialist will drive business by processing entry-level claims including payment and status updates. Additionally, the role is responsible for addressing and resolving escalated customer inquiries that arise via phone or email. The role will perform assigned tasks within the Claims department in accordance with established procedures and guidelines while developing the skills and knowledge required for adjudicating more complex claims. This role is the final tier for Policy Holder Escalations and is a phone-centric role.
Responsibilities
Develop the ability to work effectively with the policyholders, providing accurate and timely information as required by our business standards
Reviews, processes and accurately pays claims on supplemental coverage according to Company procedures, policies and appropriate state regulations
Request additional information from policyholders, providers and others as necessary to finalize claims
Manage pending files
Ability to handle/address customer phone/email inquiries with a customer-centric approach. Handling of escalated
Create claim related correspondence
Provide customer service to internal and external customers by answering questions both in writing and by phone.
Meet department standards for time service and quality
Build customer and product knowledge to manage claim / call handling policies, procedures, processes and tools as well as Claims competencies
Understand organizational objectives, support process improvements, and provides feedback to leadership
Perform other duties as assigned
Competencies
Problem Solving/Critical Thinking: Takes an organized and logical approach to thinking through problems and complex issues.Simplifies complexity by breaking down issues into manageable parts. Looks beyond the obvious to get at root causes. Develops insight into problems, issues and situation.
ContinuousLearning: Demonstrates a desire and capacity to expand expertise, develop new skills and grow professionally.Seeks and takes ownership of opportunities to learn, acquire new knowledge and deepen technical expertise. Takes advantage of formal and informal developmental opportunities. Takes on challenging work assignments that lead to professional growth
Initiative: Willingly does more than is required or expected in the job.Meets objectives on time with minimal supervision.Eager and willing to go the extra mile in terms of time and effort. Is self-motivated and seizes opportunities to make a difference.
Adaptability: Ability to re-direct personal efforts in response to changing circumstances. Is receptive to new ideas and new ways of doing things. Effectively prioritizes according to competing demands and shifting objectives. Can navigate through uncertainty and knows when to change course
ResultsOrientation: Effectively executes on plans, drives for results and takes accountability for outcomes. Perseveres and does not give up easily in challenging situations. Recognizes and capitalizes on opportunities. Takes full accountability for achieving (or failing to achieve) desired results
ValuesOrientation: Upholds and models Chubb values and always does the right thing for the company, colleagues and customers. Is direct truthful and trusted by others. Acts as a team player. Acts ethically and maintains a high level of professional integrity. Fosters high collaboration within own team and across the company; constantly acts and thinks "One Chubb"
Skills
Ability to work in a fast-paced environment
Ability to manage competing priorities and problem-solve
Strong organizational skills with attention to detail
Excellent written and verbal communication skills
Quality and customer centric orientation
Analytical with good decision- making skills
Medical terminology knowledge preferred
Insurance experience preferred
Proficient in MS Office Suite
Bilingual (English/Spanish) is a plus
Education and Experience
0-1 yrs. experience in claims preferred
High school diploma required
5+ yrs. experience in call center environment preferred
ABOUT US
OUR BENEFITS
As a Chubb corporate employee, you have access to one of the most comprehensive benefit plans in the business, designed to meet your needs and help you reach your financial goals. More details can be found here. Chubb is committed to supporting its employees with a comprehensive compensation package that is appropriate in the market where they work. Below are several of the many benefits we offer our employees:
Health insurance
Dental insurance
Tuition reimbursement
A company-match 401(k) plan
Disability insurance
Life insurance
Employee referral bonuses
ABOUT COMBINED INSURANCE
Combined Insurance Company of America is a Chubb company and a leading provider of supplemental accident, health, disability, and life insurance products in North America. Headquartered in Chicago, with satellite office in Columbia, SC, Combined is celebrating over 100 years in business. We are committed to making the world of supplemental insurance easy to access and understand. The company has an A+ rating by the Better Business Bureau and an A + (Superior) financial strength rating by A.M. Best. We are ranked by VIQTORY as the number one Military Friendly® Employer in 2023 (over $1 billion revenue category), marking Combined's twelfth consecutive year on the Top 10 list. We pride ourselves on approaching all situations with a Positive Mental Attitude (PMA) and encouraging collaboration.
ABOUT CHUBB
Chubb is a world leader in insurance. With operations in 54 countries, Chubb provides commercial and personal property and casualty insurance, personal accident and supplemental health insurance, reinsurance, and life insurance to a diverse group of clients. The company is distinguished by its extensive product and service offerings, broad distribution capabilities, exceptional financial strength, underwriting excellence, superior claims handling expertise and local operations globally.
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