Position Summary
- To support and enhance existing Agency Management System processes by:
- Overseeing end-user entered application data to ensure conformity with organizational standards
- Performing and delivering Personal and/or Commercial Lines branch audits
- Designing and delivering end-user training programs on:
- Basic procedures and workflows
- Quality Management checklists & requirements
- Best practices
- New feature and function implementations
- Quality Management corrective action plans resulting from audit
- Identifying opportunities for quality control improvement
- Establishing, enhancing, and/or promoting data standards in accordance with industry standards and evolving IT and data needs
- Collaborating with organizational leadership to determine Quality Management benchmarks
- Supporting success of end-user adoption as it relates to process change and new function delivery
- Improving workflow and procedures to enhance operational efficiencies
- Managing and processing end-user requests and inquiries via internal help desk software
Position Requirements
- Strong, hands-on technical knowledge of Insurance Software
- Experience with:
- Quality Management, Quality Assurance, and audit best practices
- Project management and implementation methodology
- End-user training
- Understanding of:
- The insurance industry
- B2B/B2C insurance service and deliverables
- The lifecycle of Personal and/or Commercial Lines customers
- Proven success in supporting end-users within technology platforms
- Good understanding of the organization’s goals and objectives
- Willingness to collaborate with various departments for a common goal
- Knowledge of applicable Personal and/or Commercial Lines coverages, practices, and laws
- Excellent problem solving and customer service skills
Formal Education & Certification
Bachelor’s Degree and/or 8+ years of equivalent work experience.
Personal Competencies
Critical Thinking – actively and skillfully conceptualizing, applying, analyzing, synthesizing, and/or evaluating information gathered from, or generated by, observation, experience, reflection, reasoning, or communication, as a guide to belief and action.
Conflict Resolution – The ability to find a peaceful solution to a disagreement.
Communication – The ability to communicate clearly, concisely, and concretely in writing and verbally in a positive manner to foster the sharing of knowledge.
Active Listening – The ability to engaged with your conversation partner in a positive way. The process of listening attentively while someone else speaks, paraphrasing and reflecting what is said, and withholding judgment and advice.
