Service Consultant

Chubb•Chicago, IL

About The Position

Combined Insurance is seeking a Service Consultant 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 Consultant will act as the primary service representative for the markets associated with their assigned Sales Agent Directors, post implementation. Each Service Consultant may work with multiple Sales Agent Directors. This role will be responsible for timely and successful resolution of client needs and improving the overall client experience. The Service Consultant is expected to build & maintain positive relationships with all stakeholders, including our sales organization, employer groups & cross functional internal partners. They will prioritize service functions for their designated market(s) & execute tasks and responsibilities. This role will have direct ownership of a specific zonal block of business, focusing on management of in-force policies to ensure optimal service delivery and client satisfaction. 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.

Requirements

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 influence and build consultative, 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 prioritize and manage multiple priorities.
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.
Previous experience in account management or field sales support is preferred.

Responsibilities

Analyze, research & respond to all inquiries related to an employer group, must develop a broad working knowledge of company policies & procedures, policy information/management, premium & billing administration, and enrollment processing. Handles level 2+ tasks that are more complex in nature.
Liaison between external client & sales partners and cross functional internal partners via the Service email inquiries for level 2+ tasks.
Communicate and collaborate across all internal Customer Experience Delivery teams to project manage complex or escalated service requests to a timely and effective resolution. This could include Premium Billing, Premium Processing, Policyholder Services, Benefit Changes, Underwriting, Enrollment Services, and Sales.
Proactively manage expectations of clients and agents to address issues as they arise while concisely and effectively communicating status, issues, and timelines.
Responsible to make updates and adjustments to policyholder and group records, and related items.
Effectively project manage Salesforce Case workload.
Develop and maintain a trust-based & positive relationship and rapport with internal and external clients.
Collaborate & drive positive change with internal partners to improve processes & procedures.
Assist Account Managers in identifying methods to grow the account and increase broker or client satisfaction.
Mentor & train new hires. Supports ongoing team knowledge & development.
Perform other duties as assigned.