New Account Onboarding Specialist

Job Summary

The New Account Onboarding Specialist is responsible for onboarding and managing newly acquired customers/accounts. Coordinate with internal and external partners to ensure appropriate timeframes are established and key timelines are met throughout the implementation process.

• Primary task is to ensure a smooth transition for new customers by completing welcome calls and helping them understand products/services, set up accounts, billing, and begin using the offerings.
• Build and maintain strong relationships with the new clients, addressing their needs and ensuring satisfaction through review & application of premium of the first bill.

Responsibilities

• Single source of contact for clients, brokers and external partners during the onboarding process. 
• Partner with Implementation, Billing, Field, & Enrollment Services to ensure quality, timely enrollments.
• Demonstrate a solid knowledge of Chubb Benefits products, services including administration, billing, and technology platforms.
• Display an understanding of interdependencies/relationships with other internal partners.
• Participate in Pre-Sale and Implementation calls.
• Establish and build cohesive partnerships with internal and external customers.
• Deliver exceptional and timely customer service when addressing sales, underwriting, implementation, enrollment, and billing questions and issues.
• Steward enrollment, implementation, and service issues toward resolution in a timely and efficient manner.
• Responsible for service delivery up and thru first bill payment and reconciliation.

Competencies

• 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 get at root causes. Develops insight into problems, issues and situation.    
• 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. Takes advantage of formal and informal developmental opportunities. Takes on challenging work assignments that lead to professional growth 
• Initiative: Willingly does more than is required or expected in the job.  Meets objectives on time with minimal supervision.  Eager and willing to go the extra mile in terms of time and effort. Is self-motivated and seizes opportunities to make a difference.  
• Adaptability: Ability to re-direct personal efforts in response to changing circumstances. Is receptive to new ideas and new ways of doing things. Effectively prioritizes according to competing demands and shifting objectives. Can navigate through uncertainty and knows when to change course  
• Results Orientation: Effectively executes on plans, drives for results and takes accountability for outcomes. Perseveres and does not give up easily in challenging situations. Recognizes and capitalizes on opportunities. Takes full accountability for achieving (or failing to achieve) desired results  
• Values Orientation: Upholds and models Chubb values and always does the right thing for the company, colleagues and customers. Is direct truthful and trusted by others. Acts as a team player. Acts ethically and maintains a high level of professional integrity. Fosters high collaboration within own team and across the company; constantly acts and thinks “One Chubb” 

Skills

• Demonstrated analytical skills and knowledge base to consult with customers on insurance products
• Excellent interpersonal and communication skills both verbal and written, good presence, strong team player, encouraging, diplomatic and flexible with the ability to listen well, be persistent and patient in endeavoring to fully understand customer needs
• Ability to work independently and make good decisions consistent with divisional objectives and handle conflict with minimal oversight
• Ability to prioritize and manage customer expectations accordingly

Education and Experience 

• Minimum of three years of insurance industry knowledge and experience in implementation, account management or project management is required.  Voluntary/Worksite marketplace experience preferred.
• Minimum of three years of experience successfully managing projects and/or stakeholders with and without direct authority strongly preferred.
• Bachelor’s degree or equivalent experience required.

The pay range for the role is  $76,000 to  $83,000. 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.