Service Specialist

Service Specialist

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. Is 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
• Proficient computer skills and ability to quickly learn multiple systems.
• 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.