Service Consultant

Service Consultant

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.

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.

SKILLS & EXPERIENCE:

• Excellent verbal and written communication, interpersonal and customer service skills
• 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.

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. Acts as 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. Maintains a consistent high level of quality of work.
• Creativity Possess the ability to analyze a situation and develop an alternative method for handling a situation when traditional methods aren't successful.

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.