Service Specialist at Chubb in Chicago, Illinois

Job Description:

JOB DESCRIPTION

Combined Insurance is seeking a Service Specialist to join our fast-paced, high energy, growing company. We are proud of our tradition of success in the insurance industry of over 90 years. Come join our team of hard-working, talented professionals!

JOB SUMMARY:

The Service Specialist will serve as support service representative, post-implementation. This role will be supporting timely and successful resolution of client needs and improving the overall client experience. The Service Specialist is expected to build & maintain positive relationships with all stakeholders, including our sales organization, employer groups & cross functional internal partners. They will act as the administrative support & execute tasks and responsibilities.

This position requires strong relationship management, communication, critical thinking, project management, and problem resolution skills to meet the diverse needs of our sales team and employer groups.

RESPONSIBILITIES:

• Act as first point of contact for all incoming employer-client & agent calls on the Service phone line. Handle level 1 tasks which include, but not limited to: limited policyholder terminations, provide invoices & re-enrollment reports, provide payment status updates, assist Customer Care with policy research, group-level demographic updates, policyholder demographic corrections or triaging these requests to the correct team. Sales Specialist will triage the request to the Service Consultant as necessary.
• Consistently meets or exceeds expectations for departmental standards related to customer satisfaction, quality, average handle time, auxiliary time, after call work and other KPI's.
• Liaison between external client and broker partners and internal home office colleagues via the Service email inquiries for level 1 tasks. Effectively communicate findings to the appropriate parties; take initiative and follow-through as the liaison with other internal departments as necessary.
• Provide on-going support to clients to ensure all questions or tasks are handled timely and professionally. Must develop a broad working knowledge of company policies & procedures, policy information/management, and premium & billing administration.
• Maintain customer records, update admin systems, and ensure accurate and detailed documentation of account or policyholder updates/changes or interactions.
• Develop and maintain a trust-based & positive relationship and rapport with internal and external clients.
• Perform other duties as assigned.

COMPETENCIES:

• 
  Relationship-Builder - Is helpful, respectful, approachable, team and service-oriented, building strong working relationships and a positive work environment; maintains an exceptional client service mindset.
• 
  Problem Solving - 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 situations.
• 
  Continuous Learning - 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.
• 
  Results Orientation - 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.
• 
  Values Orientation - 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.
• 
  Detail Oriented - Has exceptional attention to detail and focus on accurate and timely delivery.

SKILLS & EXPERIENCE:

• Excellent verbal and written communication, interpersonal and customer service skills
• Ability to structure and manage work across multiple functions.
• Ability to build trust-based relationships.
• Ability to identify issues, remediation tactics and escalation paths.
• Personal initiative and accountability.
• Sound judgment and ability to problem solve.
• Sound organizational and time management skills.
• Ability to multi-task in an extremely fast paced environment.
• Ability to prioritize and manage multiple priorities.
• Proficient computer skills and ability to quickly learn multiple systems.

EDUCATION:

• 4-year college degree or equivalency strongly preferred; equivalent work experience may substitute
• Experience with voluntary benefit lifecycle. 3 years of group benefits insurance industry experience preferred.

he pay range for the role is $36,300 to $61,700. 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.

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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