Consumer Service Investigations Manager
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Job Location:
Chicago, IL - USA
Monthly Salary:
$ 83600 - 142200
Posted on:
21-10-2025
Vacancies:
1 Vacancy
Job Summary
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 professionalsjust 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 organizations 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
- Excellent interpersonal & communication skills
- Ability to interact with regulators and business partners in a professional manner
- Ability to make prompt sound decisions based upon analysis of complex issues
- Results-oriented with ability to leverage data and information to monitor and improve results
- Demonstrated ability to motivate and support a consumer complaints team and maintain a positive professional and motivating work environment
- Strategic thinker with the ability to manage and lead change
- Demonstrated ability to drive productivity and quality improvement programs as well as coaching for consumer complaint staff
- Advanced knowledge of industry best practices procedures principles and medical terminology
- Strong 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 members
- Strong understanding of regulatory and non-regulatory complaint processes
- Strong 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 complaints
- Experience 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 $83600 to $142200. The specific offer will depend on an applicants 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.
Required Experience:
Manager
Key Skills
- Restaurant Experience
- Kitchen Experience
- Dealership Experience
- Food Safety Experience
- Management Experience
- Auto Service Management
- Maintenance
- Operations Management
- Cash Handling
- Leadership Experience
- Supervising Experience
- Automotive Service
About Company
Chubb Life has been in Egypt since 2003. Chubb Life is the international life insurance division of Chubb - the world's largest publicly traded property and casualty insurance company by market capitalization.
