Consumer Complaints Specialist at Chubb in Chicago, Illinois

Job Description:

Combined Insurance, a Chubb Company, is seeking an Claims Consumer Complaints Specialist 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!

JOB Summary 

The Claims Consumer Complaints Specialist works within the Claims Quality, Compliance and Regulatory Team (QCRT) and serves as a primary point of contact for the Consumer Service Investigations (CSI) Team to respond to claim complaints escalated through a Regulatory Agency (DOI, BBB. Attorney General). This position is also responsible for responding to Combined President Office claim complaints. The Claims Consumer Complaints Specialist performs detailed investigations of claim issues driving complaints and works in collaboration with Legal, Claim Adjusters and Claim Management to develop written findings/summaries and action plans. Investigation results are presented in writing to CSI within established time frames (state mandated complaint response deadlines). The Claims Consumer Complaints Specialists’ work product is a key component of the CSI complaint investigation and settlement disputes process which is aimed at protecting our customers, agents, and company in compliance with insurance regulations and company guidelines.

Responsibilities 

The Claims Consumer Complaints Specialist is responsible for investigating claim complaints and providing detailed written complaint summaries to CSI within established timeframes. Complaint types include:

• Department of Insurance (DOI)


• Better Business Bureau (BBB)


• Attorney General (AG)


• President Line

The Claims Consumer Complaints Specialist may also assist with researching, resolving, and reporting on complaints that are the result of a Consumer Survey response (Detractors), written or email correspondence or Social Media posts.

The Claims Consumer Complaints Specialist is responsible for coordinating on behalf of CSI complaint responses from Combined’s Claim TPAs.

The Claims Consumer Complaints Specialist will analyze trends and provide report outs to Claims, Legal, Risk Management and Compliance Department management.

COMPETENCIES

• 
  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 situation.   


• 
  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; constantly acts and thinks “One Chubb” 

Skills

• Deep knowledge of Combined products (Life, Accident and Health) and claim handling processes


• Deep knowledge of Life, Accident and Health state insurance laws and regulations 


• Mainframe, Content Manager, Clarify, and WIMS proficiency 


• Technology proficiency – PCs, PowerPoint, Word, Outlook, Excel, Teams


• Excellent independent decision-making skills are mandatory.


• Strong oral and written communication skills


• Strong analytical and judgment skills


• Strong critical thinking skills


• Strong business ethics


• Agility and ability to work in a team environment and leverage the expertise of others


• Strong planning, time management and organizational skills


• Detail-oriented


• Ability to multi-task in a fast-paced environment


• Bi-Lingual Preferred

Education and Experience 

• 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.

OUR BENEFITS

As a Chubb 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. Chubb 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: 

• Health insurance


• Dental insurance


• Tuition reimbursement


• A company-match 401(k) plan


• Disability insurance


• Life insurance


• Employee referral bonuses

ABOUT COMBINED INSURANCE

Combined Insurance Company of America is a Chubb company and a leading provider of supplemental accident, health, disability, and life insurance products in North America. Headquartered in Chicago, and celebrating 100 years in business, we are committed to making the world of supplemental insurance easy to access and understand. The company has an A+ rating by the Better Business Bureau and an A + (Superior) financial strength rating by A.M. Best. We are ranked by VIQTORY as the number one Military Friendly® Employer in 2022 (over $1 billion revenue category), marking Combined's eleventh consecutive year on the Top 10 list.

ABOUT CHUBB

Chubb is the world's largest publicly traded property and casualty insurance company. With operations in 54 countries and territories, Chubb provides commercial and personal property and casualty insurance, personal accident and supplemental health insurance, reinsurance and life insurance to a diverse group of clients. As an underwriting company, we assess, assume and manage risk with insight and discipline. We service and pay our claims fairly and promptly. The company is also defined by its extensive product and service offerings, broad distribution capabilities, exceptional financial strength and local operations globally. Parent company Chubb Limited is listed on the New York Stock Exchange (NYSE: CB) and is a component of the S&P 500 index. Chubb maintains executive offices in Zurich, New York, London, Paris and other locations, and employs approximately 31,000 people worldwide.

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