Customer Liaison

Combined Insurance, a Chubb Company, is a fast-paced, high-energy, growing company with over 100 years of success in the insurance industry. We are seeking talented professionals to join our team.

About the role

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. This role acts as a single point of liaison to provide an exceptional customer experience and contribute to the profitable growth of Combined’s products.

This is a full-time, in-office position available in Portland, ME; Chattanooga, TN; Columbia, SC; and Chicago, IL.

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 practices
• Collaborate with a diverse team to ensure policy design and claim systems are tailored to the needs of 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 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 to ensure the Combined/CWB claim brand is accurately represented
• Serve as the single point of contact for assigned TPA relationships, 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 claims 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.
• Continuous Learning: Demonstrates a desire and capacity to expand expertise, develop new skills, and grow professionally. Seeks and takes ownership of opportunities to learn and deepen technical expertise.
• Initiative: Willingly does more than is required or expected. Meets objectives on time with minimal supervision. 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 competing demands and shifting objectives.
• Results Orientation: Effectively executes on plans, drives for results, and takes accountability for outcomes. Perseveres in challenging situations and capitalizes on opportunities.
• Values Orientation: Upholds and models Chubb values, acting ethically and maintaining professional integrity. Fosters collaboration within and across teams, acting and thinking “One Chubb.”

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 a positive attitude
• Empathy with internal and external customers and ability to 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

Qualifications

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