Customer Liaison

About the role

Combined Insurance, a Chubb Company, is seeking a Customer Liaison of Claims 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 Customer Liaison will collaborate with internal and external partners (Sales, Underwriting, Actuarial, claims leadership, Product Development, brokers and affinity partners) to understand customer needs and drive the execution of new and existing claim support, service deliverables, technology capabilities and service to these customers. This person will act as single point liaison and collaborate extensively to provide an exceptional customer experience and contribute to the profitable growth of Combined's products.

Responsibilities

• Act as claim champion by educating internal/external partners on claim capabilities and service deliverables
• Set business partner, sales/producer and customer claim service expectations in accordance with established deliverables, guidelines, and best practice
• Collaborate with a diverse team to ensure policy design and claim systems are tailored to the needs of our brokers, employers, and policyholders
• Facilitate escalated claim file handling issues and monitor key performance indicators; research and respond to internal or external agent/broker inquiries on claim escalations
• Provide timely and informative responses to sales leaders, brokers, and employer groups regarding claims; collaborate with internal and external partners on issues affecting key accounts including close management and monitoring of at-risk cases
• Demonstrate creative ideas and solutions to differentiate the Combined/CWB brand and deliver a differentiated customer claims experience
• Communicate with claims team on relevant topics and training that may be needed to ensure the Combined/CWB claim brand is accurately represented to our customers and producers
• Single point of contact for assigned TPA relationship including timely response to claim inquiries, product training, and resolution of claim escalations
• Partner cross functionally to drive resolution to claim problems, inquiries, and concerns including root cause analysis and corrective actions
• Develop and maintain strong partnerships with RVPs, BDMs and Account Management
• Present to brokers and customers on claims process, service and capabilities
• Drive a customer centric/sales culture within the NA claim organization

Competencies

• 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 situation.
• 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; constantly acts and thinks "OneChubb"

Skills

• Ability to influence behavior through collaboration and partnership
• Exceptional customer service and strong ownership of relationships
• Strong written and verbal communication skills
• Strong presentation skills
• Ability to maintain high energy and positive attitude
• Empathize with internal and external customers and effectively diffuse difficult situations
• Ability to multitask and manage multiple projects concurrently
• Excellent organizational and time management skills
• Ability to think strategically and operate in a consultative manner to drive optimal claim experience

Education and Experience

• Bachelor's Degree required
• 5+ years of insurance related experience in claims (preferred)
• 2+ years of relationship management experience

Pay

The pay range for the role is $115,000 to $135,000. 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. The disclosed pay range estimate may be adjusted for the applicable geographic differential for the location in which the position is filled.

Benefits

• Health insurance
• Dental insurance
• Tuition reimbursement
• A company-match 401(k) plan
• Disability insurance
• Life insurance
• Employee referral bonuses