Service Specialist, Business

Combined Insurance is seeking a Service Specialist 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!

The Service Specialist will serve as a support service representative, post-implementation. This role will support timely and successful resolution of client needs and improve the overall client experience. The Service Specialist is expected to build and maintain positive relationships with all stakeholders, including our sales organization, employer groups, and cross‑functional internal partners. They will act as the administrative support and execute tasks and responsibilities.

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.

• Act as the first point of contact for all incoming employer‑client & agent calls on the Service phone line. Handle level 1 tasks such as limited policyholder terminations, providing invoices & re‑enrollment reports, payment status updates, assisting Customer Care with policy research, group‑level demographic updates, policyholder demographic corrections, or triaging these requests to the correct team. Sales Specialists will triage the request to the Service Consultant as necessary.
• Consistently meet or exceed expectations for departmental standards related to customer satisfaction, quality, average handle time, auxiliary time, after‑call work and other KPIs.
• Act as liaison between external clients and broker partners and internal home‑office colleagues via Service email inquiries for level 1 tasks. Effectively communicate findings to the appropriate parties and follow through as the liaison with other internal departments as necessary.
• Provide ongoing support to clients to ensure all questions or tasks are handled timely and professionally. Must develop a broad working knowledge of company policies & procedures, policy information/management, and premium & billing administration.
• Maintain customer records, update admin systems, and ensure accurate and detailed documentation of account or policyholder updates/changes or interactions.
• Develop and maintain a trust‑based and positive relationship and rapport with internal and external clients.
• Perform other duties as assigned.

• Relationship‑Builder – 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 root causes, and 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.
• Initiative – willingly does more than is required or expected, meets objectives on time with minimal supervision, eager and willing to go the extra mile; is self‑motivated and seizes opportunities to make a difference.
• Adaptability – redirects personal efforts in response to changing circumstances, is receptive to new ideas and new ways of doing things, prioritizes according to competing demands and shifting objectives, navigates uncertainty and knows when to change course.
• Results Orientation – effectively executes on plans, drives for results, takes accountability for outcomes, perseveres, does not give up easily, recognizes and capitalizes on opportunities, takes full accountability for achieving desired results.
• Values Orientation – upholds and models Chubb values, always does the right thing for the company, colleagues and customers; is direct, truthful, trusted, acts as a team player, acts ethically, maintains high professional integrity, fosters collaboration within the…