Manager, Account and Client Services

JOB SUMMARY

The Manager, Account and Client Services role will lead a team of Account Specialists and Client Specialists within the broader Account and Client Management Organization.   This role will have supervisory accountabilities and will have direct reports. This Manager role will be accountable for the success of the team and will serve as a primary point of contact on behalf of this team for organizational projects, improvements, and initiatives.   This role will have primary focus areas in team performance reporting, all new-hire training, and continuous training and learning for the broader team.

RESPONSIBILITIES

• Includes supervisory accountabilities with direct reports
• Serve as a subject-matter expert on all CWB systems, processes, and products
• Assist the Account and Client Specialist team with extensive and complex escalations and at-risk customers
• Serve, as needed, as the primary representative of the Account and Client Specialist team on project work, process evaluations, and broad escalations
• Own the Training process for the Account and Client Specialist team, including the Onboarding of new hires
• Serve as the point for continuous improvement and increased efficiencies for the Account and Client Specialist team
• Own and manage the repository of Standard Operating Procedures for the Account and Client Specialist team
• Manage an assigned book of business, when applicable
• Serve as the primary liaison and representative of the Account and Client Specialist team with all internal and operational business areas
• Assist with the distribution of work across the Account and Client Specialist team, as needed

SKILLS

• Excellent interpersonal and communication skills (both verbal and written), confident presence, strong team player, diplomatic and flexible with the ability to listen well, persistent and patient in endeavoring to fully understand customer needs, supporting and encouraging approach
• Ability to structure and manage work across multiple functions & locations
• Ability to influence and build consultative, trust-based relationships
• Ability to work independently and make good decisions consistent with divisional objectives and handle conflict with minimal oversight
• Ability to research and solve problems with moderate supervision
• Ability to understand client account economics, including product designs, rates and pricing
• Ability to multi-task in an extremely fast paced environment

EDUCATION AND EXPERIENCE

• 4-year college degree or equivalency strongly preferred; equivalent work experience may substitute 
• Experience with voluntary benefit lifecycle. 3 years of group benefits insurance industry experience preferred.
• Experience with Chubb Workplace Benefits and CWB operations preferred
• Demonstrated experience leading a team through change
• Demonstrated experience building and executing a training and onboarding plan for new hires
• Demonstrated experience leading and driving improvement (team and individual) using data
• Demonstrated experience with data-based coaching and performance improvement/management
• Proficient in MS Office, including Outlook, Word, Excel, & PowerPoint

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 be found here. 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, with satellite office in Columbia, SC, Combined is celebrating over 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 2023 (over $1 billion revenue category), marking Combined's twelfth consecutive ye