Customer Success Specialist

A path for every ambition.

At HUB, we believe the best work happens when people are given real space to grow and then given the autonomy to exercise it. We power progress and protect ambition: for the clients who count on us, and equally for the people who make that possible every day.

We’re creative thinkers and determined doers, guided by values that show up in how we work together: with empathy, adaptability, accountability and a genuine commitment to one another’s success. We foster bold ideas, celebrate curiosity and share what we know. Because when people grow, the work they do grows with them.

Our purpose is deeply human: to help people navigate the world on their terms, at their speed, toward their future. We hold that same commitment to the people building careers here.

Whether you’re starting out or leveling up, you’ll find the resources to evolve, the support to take on more and a team ready to back you at every stage.

Your ambition has a home here.

ABOUT US

At HUB International , we are a team of entrepreneurs. We believe in protecting and supporting the aspirations of individuals, families, and businesses. We help our clients evaluate their risks and develop solutions tailored to their needs. We believe in empowering our employees to learn, grow, and make a difference. Our structure enables our teams to maintain their own unique, regional culture while leveraging support and resources from our corporate centers of excellence.

HUB is one of the largest global insurance and employee benefits broker, providing a boundaryless array of business insurance, employee benefits, risk services, personal insurance, retirement, and private wealth management products and services. With over $5 billion in revenue and almost 20,000 employees in 600 offices throughout North America, HUB has grown substantially, in part due to our industry leading success in mergers and acquisitions.

Position Summary

The Customer Success Specialist serves as the central repository and operational lead for all member interactions across HUB Global Solutions clients. This role is responsible for managing and resolving member inquiries, claims issues, and benefit questions while ensuring consistent service delivery through defined internal and external service level agreements (SLAs). The position centralizes member communication, drives carrier accountability, tracks service activity by client, and identifies trends to improve the overall member experience. This role is operationally focused and will no longer attend routine client-facing calls, allowing full concentration on service excellence and resolution management.

Core Responsibilities

1. Centralized Member Support

• Serve as primary point of coordination for all member-level inquiries across all clients
• Manage:
• Claims issues
• Benefit and eligibility inquiries
• ID card issues
• Pre-certification and authorization challenges
• International direct settlement concerns
• Communicate clearly and professionally with members to guide them through resolution
• Ensure consistent documentation of all interactions

2. Carrier Escalation & Resolution

• Coordinate directly with insurance carriers to resolve member concerns
• Escalate complex or delayed claims issues as needed
• Maintain follow-through and accountability until resolution
• Document carrier performance patterns

3. Centralized Tracking & Reporting

• Maintain a structured member interaction tracker across all clients
• Track:
• Date received
• Type of issue
• Carrier involved
• Resolution timeline
• Financial impact when applicable
• Provide monthly reporting by client including:
• Volume of member inquiries
• Categories of issues
• Average resolution times
• Recurring service challenges
• Support renewal discussions with service analytics when appropriate

4. Trend Identification & Service Improvement

• Analyze interaction data to identify patterns by client, carrier, country, and product
• Proactively recommend process improvements
• Partner with Account Managers to reduce recurring issues

Service Level Agreements (SLAs)

External SLAs – Members

• Acknowledge receipt of inquiry within 4 business hours
• Provide initial action plan within 1 business day
• Provide status updates at minimum every 48 hours until resolution
• Target resolution:
• 3 business days for standard issues
• 5–7 business days for complex carrier escalations

Internal SLAs – Account Managers

• Acknowledge AM escalations within 2 business hours
• Provide documented action plan within same business day
• Deliver resolution summary for client records
• Provide monthly member activity summaries by client

Performance Metrics

• SLA compliance rate (target 95%+)
• Average resolution time
• Reduction in repeat issue categories
• Carrier responsiveness trends
• Service reporting accuracy

Work Hours & Environment

This is a full-time, in-office position based in Southington, CT. The role requires working 8 hours within core Eastern Time business hours between 8:00 AM and 5:00 PM. Due to the international nature of the business, occasional flexibility may be required for urgent global matters.

JOIN OUR TEAM

Do you believe in the power of innovation, collaboration, and transformation? Do you thrive in a supportive and client focused work environment? Are you looking for an opportunity to help build and drive change in a rapidly growing and evolving organization? When you join HUB International , you will be part of a community of learners and doers focused on our Core Values: entrepreneurship, teamwork, integrity, accountability, and service.

What we offer you

We invest in your growth. HUB offers structured training, licensing support and ongoing development opportunities designed to accelerate your career.

• Competitive pay with comprehensive health benefits, retirement savings matching and company-paid life and disability plans
• Generous paid time off, paid parental leave and a wellbeing program designed to support real work/life balance
• A collaborative, high-performing culture with meaningful engagement, community impact through HUB Gives and genuine room to grow your career

The HUB difference

HUB International is one of North America’s largest insurance brokers, delivering risk management, insurance, employee benefits, retirement and wealth management solutions to businesses and individuals across the United States and Canada — through locally led teams backed by national expertise, giving you the agility of a local partner and the reach of a global organization.

Equal Employment Opportunity: HUB International Limited is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.

Reasonable Accommodations: HUB International Limited is committed to providing reasonable accommodations to qualified individuals with disabilities throughout the application and hiring process. If you need a reasonable accommodation to access our career site, complete an application, or participate in any part of the hiring process, please contact the Recruiting Team at View email address on click.appcast.io. This contact information is for accommodation requests only and should not be used to inquire about the status of an application.

E-Verify: HUB International Limited participates in E-Verify. Please refer to Our Recruiting Process | Applicant Notices: E-Verify Program for additional information.