Consumer Service Investigations Manager

JOB DESCRIPTION

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 clients


* Monitor 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 assigned

QUALIFICATIONS

ABOUT US

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.

More details can...