Combined Insurance, a Chubb Company, is seeking a Consumer Service Investigations Coordinator to join our fast-paced, high energy, and growing company. For nearly 100 years in the insurance industry, our company has been passionate about serving our customers and providing them peace of mind and protection when they need it the most. Come build your career here, along with other positive, hard-working, talented professionals—just like you!
The Consumer Service Investigations department is responsible for complaint investigation and settling disputes (Consumer, Insurance Department, Attorney General, Better Business Bureau, Combined President's Office complaints) in an effort to protect our customers, agents and company in compliance with insurance regulations and company guidelines. These complaints involve a very wide range of Sales and/or Home Office operations as well as Claims related expressions of customer dissatisfaction that are escalated to the Company President's level or through a regulatory agency (DOI, BBB, etc.).
The CSI Coordinator researches the nature of the complaint, is responsible for record corrections, refunds/reimbursement processing and determines and/or negotiates a resolution as applicable. The Coordinator is responsible for preparing outbound correspondence for both our policyholders and regulatory agencies describing the outcome of an investigation and updating our tracking system and record storage databases with appropriate documentation and notes. Any follow-up requests that result from a completed response sent by a Coordinator are also reviewed by the same Coordinator responsible for handling the initial complaint. Familiarity with Combined's historical business relationships is very beneficial in handling consumer complaints.
Sales complaints are also handled by our Coordinators which consist of researching allegations made against a sales representative(s), preparing Agent and Market Director Memo questionnaires for responses to such allegations, and internal system documentation of agent's complaint record. Sales complaint trends are also monitored and included as part of our complaint severity level evaluation. CSI works closely with the Field Consumer Investigations team to complete the response process for most sales complaints.
Claims complaint responses are formulated as a group effort between CSI and Combined's Claims Department. Continuous inter-department communication in preparing complaint summaries is necessary to ensure accuracy and timeliness of responses. CSI also oversees and handles complaints related to Combined's Third Party Administrators (United Marketing Group, Combined Connections, Olympic ((Medicare Supplement Claims)), etc.).
Senior Coordinators also rotate President's Line call handling responsibilities therefore candidate must fulfill mid-level to experienced telephone skills proficiency as they are fielding inquiries on behalf of the Company's President. In addition, Senior Compliance Coordinators are assigned State Insurance Department complaint reconciliation reports for handling on an annual basis. The coordinator also supports periodic Insurance Market Conduct activities which may include gathering data, preparing detailed analysis of complaints reported and interpret report comparisons between Department of Insurance and Combined Insurance data extracts.
A coordinator may also be involved in providing key information to our Government Relations & Law Departments in conjunction with litigation cases. Coordinators will need to engage our legal counsel or our Corporate Compliance team periodically for more sensitive complaint matters. CSI also works with our Human Resources department in bringing internal employee complaints to their attention for handling.
It is imperative that candidates for this position possess very effective communication skills, both written and verbal; they must maintain high business ethics standards and practice good judgment as they represent Combined Insurance when communicating directly with insurance departments, customers and attorneys. Coordinators are required to be detail oriented and conscious of the need to complete investigations within state mandated complaint response deadlines.
CSI coordinators are upheld to consistently meeting and exceeding quantity and quality performance standards as set forth by department.
- Claims handling and Customer service background is highly desirable.
- Excellent independent decision-making skills are mandatory.
- Strong oral and written communication skills
- Strong analytical and judgment skills
- Strong planning, time management and organizational skills
- Ability to multi-task in a fast-paced environment
- Technology proficiency – PCs, Word, Outlook, Excel
- Bi-Lingual Preferred
- Mainframe, Content Manager, and Clarify proficiency also preferred.
- Bachelor’s Degree preferred; High School Diploma or GED Required
- Business writing/composition course work preferred.
- Exposure to Insurance regulations and laws helpful
- LOMA / HIAA course also a plus
- Fundamental knowledge of HIPAA and Sarbanes-Oxley directives.
As a Combined corporate employee, you have access to one of the most comprehensive benefit plans in the business, designed to meet your needs and help you reach your financial goals. Our Company is committed to supporting its employees with a comprehensive compensation package that is appropriate in the market where they work. Below are several of the many benefits we offer our employees:
A company-match 401(k) plan
Employee referral bonuses
ABOUT COMBINED INSURANCE
Combined Insurance is a leading provider of individual supplemental accident, disability, health and life insurance products. With a field sales force and corporate staff in excess of 5,000 people worldwide, Combined Insurance meets the growing coverage needs of policyholders around the globe. We pride ourselves on being customer-centric, people-driven, accountable, performance-minded, and ethical. We invest in our employees and take the time to focus on their development, needs and career aspirations.
Our parent company is one of the world’s largest multiline property and casualty insurers. With operations in 54 countries, the Company provides commercial and personal property and casualty insurance, personal accident and supplemental health insurance, reinsurance and life insurance to a diverse group of clients.
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- Feb 4, 2019, 1:57:35 PM