Combined Insurance, a Chubb Company, is seeking a Consumer Service Investigations Manager 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! 

 

Key Responsibilities:

Provide day-to-day leadership and oversight of the Consumer Service Investigations Team, ensuring timely and accurate resolution of consumer complaints.Supervise, mentor, and develop team members, fostering a culture of accountability, collaboration, and continuous improvement.Monitor team performance, set goals, and implement strategies to achieve departmental objectives.Analyze complex situations, evaluate potential risks, and make informed decisions that align with organizational goals and regulatory requirements.Collaborate with other departments within the company to resolve issues relevant to effective consumer complaint responses.Review the investigation and resolution of complaints from the Department of Insurance, Attorneys General, Better Business Bureau, and other regulatory and non-regulatory bodies.Take a leadership role in assisting with the implementation of continuous improvement activities/projects for operational processes to increase efficiencies, enhance quality, reduce costs, standardize systems, and/or add value for both internal and external clientsMonitor and document team performance and provide coaching, training, and feedback to ensure high-quality service delivery.Present reports on complaint metrics, regulatory responses, and team performance to senior leadership.Work with Claims Leadership to identify areas of improvement / training. Work with Legal to determine areas of noncompliance within the claim handling process. Collaborate legal counsel to address regulatory concerns, mitigate risks, and ensure the organization’s interests are protected.Review and approve regulatory responses, ensuring accuracy, completeness, and alignment with organizational standards.Make independent decisions on escalated complaints and regulatory matters.Represent Combined and the Consumer Service Investigations Team in meetings with external stakeholders, including state regulators and industry groups.Provide regular updates to senior management on complaint trends, regulatory developments, and team performance.Select, develop, and retain talent Projects and duties as assignedExcellent interpersonal & communication skillsAbility to interact with regulators and business partners in a professional manner  Ability to make prompt, sound, decisions based upon analysis of complex issuesResults-oriented with ability to leverage data and information to monitor and improve resultsDemonstrated ability to motivate and support a consumer complaints team and maintain a positive, professional, and motivating work environmentStrategic thinker with the ability to manage and lead changeDemonstrated ability to drive productivity and quality improvement programs as well as coaching for consumer complaint staffAdvanced knowledge of industry best practices, procedures, principles, and medical terminologyStrong working knowledge of Word, Excel, PowerPoint, and SharePoint Coursework in industry programs desirable (e.g. LOMA, CPCU)Excellent leadership and team management skills, with the ability to motivate and develop team membersStrong understanding of regulatory and non-regulatory complaint processesStrong problem-solving and decision-making abilities,Ability to work in a fast-paced environment and manage multiple priorities

 

Preferred Qualifications:

Deep knowledge of Accident and Health products as well as state insurance laws and regulations related to A&H (Life, Accident, Specified Disease, Disability, etc.)Claim knowledge in Employer Benefits, Group Disability, Life, Accident, Specified Disease, Disability Mainframe, Content Manager, Dynamics, and WIMS proficiency Technology proficiency – PCs, PowerPoint, Word, Outlook, Excel, Teams Familiarity with regulatory requirements related to consumer complaintsExperience with continuous improvement methodologies

Proven experience in a leadership role within customer service or complaint resolution preferably in the consumer services industry

The pay range for the role is $83,600 to $142,200. The specific offer will depend on an applicant’s skills and other factors. This role may also be eligible to participate in a discretionary annual incentive program.  Chubb offers a comprehensive benefits package, more details on which can be found on our careers website.  The disclosed pay range estimate may be adjusted for the applicable geographic differential for the location in which the position is filled.