Details: ACE INA is the U.S. based division of the ACE Group of Companies, which provides insurance and reinsurance for a diverse group of clients around the world. Through subsidiaries of the ACE Group of Companies, ACE INA offers a broad array of sophisticated property, casualty, accident and health, and financial products, and risk management services to corporate and consumer clients across the U.S. A global insurance & risk management company, ACE has offices in over 50 countries and doing business in 130 countries. The Consumer Service Investigations department is responsible for complaint investigation and settling disputes (Consumer, Insurance Department, Attorney General, Better Business Bureau, Combined President's Office complaints) in an effort to protect our customers, agents and company in compliance with insurance regulations and company guidelines. These complaints involve a very wide range of Sales and/or Home Office operations as well as Claims related expressions of customer dissatisfaction that are escalated to the Company President's level or through a regulatory agency (DOI, BBB, etc). The CSI Coordinator researches the nature of the complaint, is responsible for record corrections, refunds/reimbursement processing and determines and/or negotiates a resolution as applicable. The Coordinator is responsible for preparing outbound correspondence for both our policyholders and regulatory agencies with the outcome of an investigation and updating our tracking system and record storage databases with appropriate documentation and notes. Any follow-up requests that result from a completed response sent by a Coordinator are also reviewed by the same Coordinator responsible for handling the initial complaint. Familiarity with Combined's historical business relationships is also key in handling consumer complaints. Sales complaints are also handled by our Coordinators which consist of researching allegations made against a sales representative(s), preparing Agent and Market Director memo questionnaires for responses to such allegations, and internal system documentation of agent's complaint record. Sales complaint trends are also monitored and included as part of our complaint severity level evaluation. CSI works closely with the Field Consumer Investigations team to complete the response process for most sales complaints. Claims complaint responses are formulated as a group effort between CSI and Combined's Claims Department. Continuous inter-department communication in preparing complaint summaries is necessary to ensure accuracy and timeliness of responses. CSI also oversees and handles complaints related to Combined's Third Party Administrators (United Marketing Group, Combined Connections, Olympic ((Medicare Supplement Claims)), etc.). Senior Coordinators also rotate President's Line call handling responsibilities, therefore, candidate must fulfill mid-level to experienced telephone skills proficiency as they are fielding inquiries on behalf of the Company's President. In addition, Senior Compliance Coordinators are assigned State Insurance Department complaint reconciliation reports for handling on an annual basis. The coordinator also supports periodic Insurance Market Conduct activities which may include gathering data, preparing detailed analysis of complaints reported and interpret report comparisons between Department of Insurance and Combined Insurance data extracts. A coordinator may also be involved in providing key information to our Government Relations & Law Departments in conjunction with litigation cases. Coordinators will need to engage our legal counsel or our Corporate Compliance team periodically for more sensitive complaint matters. CSI also works with our Human Resources department in bringing internal employee complaints to their attention for handling. It is imperative that candidates for this position possess very effective communication skills, both written and verbal; they must maintain high business ethics standards and practice good judgment as they represent Combined Insurance when communicating directly with insurance departments, customers and attorneys. Coordinators are required to be detail oriented and conscious of the need to complete investigations within state mandated complaint response deadlines. They are expected to independently complete their work assignments with minimal management intervention once training has been completed. CSI coordinators are upheld to meeting and exceeding quantity and quality performance standards as set forth by department consistently. Excellent customer relation and decision making skills are a must. A background in customer service and Claims handling is desirable. College degree or direct equivalent work experience within Insurance industry is necessary. Microsoft Office Suite knowledge is required. Mainframe, AS400, IBM Content Manager, and Clarify proficiency also preferred. Business writing/composition course work preferred. Some exposure to Insurance regulations and laws a plus. LOMA and HIAA courses also a plus in addition to knowledge of HIPAA and Sarbanes-Oxley directives. 7:30 - 8:00 - 8:30 start times. 37.50 work week. ACE offers a competitive salary plus cash bonus, equity opportunities and comprehensive benefits package including life, health and dental, vision, a generous retirement savings plan with company match, disability coverage, stock purchase plan, flexible spending accounts, and tuition reimbursement. Sound like the right job for you? If you would like additional information about ACE INA, please visit our website at http://www.ace-ina.com/ ACE INA is an equal opportunity employer and our employment decisions are made without regard to race, color, religion, age, gender, national origin, disability, handicap, marital status or any other status or condition protected by Federal and/or State laws, except where bona fide occupational qualifications apply. In order to be considered an applicant for employment with ACE, all applicants must go to ACEs website at www.ace-ina.com to apply for the position(s) of interest and complete an online application (found under Careers at ACE in the upper right hand corner of the homepage). If you do not complete the online application, you will not be considered an applicant in accordance with ACEs policy.
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