Customer Liaison

Chubb•Chicago, IL

About The Position

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! 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.

Requirements

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

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