Customer Success Specialist

HUB International • Southington, CT

1d • Onsite

About The Position

The Customer Success Specialist serves as the central repository and operational lead for member interactions across HUB Global Solutions clients. This operationally focused, full-time, in-office role manages and resolves member inquiries, claims issues, and benefit questions while ensuring consistent service delivery through defined internal and external service level agreements (SLAs). The specialist centralizes member communication, drives carrier accountability, tracks client service activity, and identifies trends that can improve the member experience. The role does not attend routine client-facing calls, allowing it to focus on service excellence and resolution management.

The position is based in Southington, Connecticut, and requires working eight hours within core Eastern Time business hours between 8:00 AM and 5:00 PM. Occasional flexibility may be needed for urgent global matters due to the international nature of the business.

HUB International is an insurance and employee benefits broker offering business insurance, employee benefits, risk services, personal insurance, retirement, and private wealth management products and services. The company describes itself as having over $5 billion in revenue, almost 20,000 employees, and 600 offices throughout North America.

Responsibilities

• Serve as the primary point of coordination for member-level inquiries across all clients.
• Manage claims issues, benefit and eligibility inquiries, ID card issues, pre-certification and authorization challenges, and international direct settlement concerns.
• Communicate clearly and professionally with members to guide them through resolution, and consistently document all interactions.
• Coordinate directly with insurance carriers to resolve member concerns, escalate complex or delayed claims issues, and maintain follow-through until resolution.
• Document carrier performance patterns and maintain a structured member interaction tracker across clients.
• Track inquiry dates, issue types, carriers, resolution timelines, and financial impact when applicable.
• Provide monthly client reporting on inquiry volumes, issue categories, average resolution times, and recurring service challenges.
• Support renewal discussions with service analytics when appropriate.
• Analyze interaction data for patterns by client, carrier, country, and product; recommend process improvements and partner with Account Managers to reduce recurring issues.
• Meet external and internal SLAs, including timely acknowledgments, action plans, status updates, resolution summaries, and monthly member activity summaries.

Benefits

• Structured training, licensing support, and ongoing development opportunities.
• 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.
• A collaborative culture, community impact through HUB Gives, and opportunities for career growth.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed