Customer Success Specialist

A path for every ambition.
At HUB, we believe the best work happens when people are given real space to grow and then given the autonomy to exercise it. We power progress and protect ambition: for the clients who count on us, and equally for the people who make that possible every day.
We’re creative thinkers and determined doers, guided by values that show up in how we work together: with empathy, adaptability, accountability and a genuine commitment to one another’s success. We foster bold ideas, celebrate curiosity and share what we know. Because when people grow, the work they do grows with them.
Our purpose is deeply human: to help people navigate the world on their terms, at their speed, toward their future. We hold that same commitment to the people building careers here.
Whether you’re starting out or leveling up, you’ll find the resources to evolve, the support to take on more and a team ready to back you at every stage.
Your ambition has a home here.
ABOUT US
At HUB International, we are a team of entrepreneurs. We believe in protecting and supporting the aspirations of individuals, families, and businesses. We help our clients evaluate their risks and develop solutions tailored to their needs. We believe in empowering our employees to learn, grow, and make a difference. Our structure enables our teams to maintain their own unique, regional culture while leveraging support and resources from our corporate centers of excellence.
HUB is one of the largest global insurance and employee benefits broker, providing a boundaryless array of business insurance, employee benefits, risk services, personal insurance, retirement, and private wealth management products and services. With over $5 billion in revenue and almost 20,000 employees in 600 offices throughout North America, HUB has grown substantially, in part due to our industry leading success in mergers and acquisitions.
Position Summary
The Customer Success Specialist serves as the central repository and operational lead for all member interactions across HUB Global Solutions clients. This role is responsible for managing and resolving member inquiries, claims issues, and benefit questions while ensuring consistent service delivery through defined internal and external service level agreements (SLAs). The position centralizes member communication, drives carrier accountability, tracks service activity by client, and identifies trends to improve the overall member experience. This role is operationally focused and will no longer attend routine client-facing calls, allowing full concentration on service excellence and resolution management.
Core Responsibilities
1. Centralized Member Support
Serve as primary point of coordination for all member-level inquiries across all clients
Manage:
Claims issues
Benefit and eligibility inquiries
ID card issues
Pre-certification and authorization challenges
International direct settlement concerns
Communicate clearly and professionally with members to guide them through resolution
Ensure consistent documentation of all interactions
2. Carrier Escalation & Resolution
Coordinate directly with insurance carriers to resolve member concerns
Escalate complex or delayed claims issues as needed
Maintain follow-through and accountability until resolution
Document carrier performance patterns
3. Centralized Tracking & Reporting
Maintain a structured member interaction tracker across all clients
Track:
Date received
Type of issue
Carrier involved
Resolution timeline
Financial impact when applicable
Provide monthly reporting by client including:
Volume of member inquiries
Categories of issues
Average resolution times
Recurring service challenges
Support renewal discussions with service analytics when appropriate
4. Trend Identification & Service Improvement
Analyze interaction data to identify patterns by client, carrier, country, and product
Proactively recommend process improvements
Partner with Account Managers to reduce recurring issues
Service Level Agreements (SLAs)
External SLAs – Members
Acknowledge receipt of inquiry within 4 business hours
Provide initial action plan within 1 business day
Provide status updates at minimum every 48 hours until resolution
Target resolution:
3 business days for standard issues
5–7 business days for complex carrier escalations
Internal SLAs – Account Managers
Acknowledge AM escalations within 2 business hours
Provide documented action plan within same business day
Deliver resolution summary for client records
Provide monthly member activity summaries by client
Performance Metrics
SLA compliance rate (target 95%+)
Average resolution time
Reduction in repeat issue categories
Carrier responsiveness trends
Service reporting accuracy
Work Hours & Environment
This is a full-time, in-office position based in Southington, CT. The role requires working 8 hours within core Eastern Time business hours between 8:00 AM and 5:00 PM. Due to the international nature of the business, occasional flexibility may be required for urgent global matters.
JOIN OUR TEAM
Do you believe in the power of innovation, collaboration, and transformation? Do you thrive in a supportive and client focused work environment? Are you looking for an opportunity to help build and drive change in a rapidly growing and evolving organization? When you join HUB International, you will be part of a community of learners and doers focused on our Core Values: entrepreneurship, teamwork, integrity, accountability, and service.
What we offer you
We invest in your growth. HUB offers structured training, licensing support and ongoing development opportunities designed to accelerate your career.
Competitive pay with comprehensive health benefits, retirement savings matching and company-paid life and disability plans
Generous paid time off, paid parental leave and a wellbeing program designed to support real work/life balance
A collaborative, high-performing culture with meaningful engagement, community impact through HUB Gives and genuine room to grow your career
The HUB difference
HUB International is one of North America’s largest insurance brokers, delivering risk management, insurance, employee benefits, retirement and wealth management solutions to businesses and individuals across the United States and Canada — through locally led teams backed by national expertise, giving you the agility of a local partner and the reach of a global organization.
Equal Employment Opportunity: HUB International Limited is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.
Reasonable Accommodations: HUB International Limited is committed to providing reasonable accommodations to qualified individuals with disabilities throughout the application and hiring process. If you need a reasonable accommodation to access our career site, complete an application, or participate in any part of the hiring process, please contact the Recruiting Team at HUBRecruiting@HUBInternational.com. This contact information is for accommodation requests only and should not be