Grinnell Mutual Reinsurance Company

  • PERSONAL LINES SUPPORT SPECIALIST

    Job Locations US-IA-Grinnell
    Posted Date 2 weeks ago(1/8/2019 3:15 PM)
    Job ID
    2019-1441
    # of Openings
    1
    Category
    Underwriting
  • Overview

    Provides research and testing support for policy processing and online issues related to all phases of underwriting and policy issuance. Works with underwriting support management to review, develop, and implement workflow processes. Provides system training for team members and customers. Develops and maintains training material.

    Responsibilities

    • Analyzes, detects, researches, and tests system issues/problems while working with Enterprise Solutions to develop and recommend solutions; communicates modifications to team members. Provides system processing support to team members to ensure processing accuracy and efficiency. 

     

    • Conducts quality assurance assessments to ensure accuracy and consistency. 

     

    • Develops and maintains training materials. Provides ongoing training to all team members as needed.

     

    • Provides customer support to agents via the phone and internet, including troubleshooting system issues/problems and completes appropriate follow-up as required. 

     

    • Provides support to team and customers by answering questions and resolving problems or issues in leader’s absence.

     

    • Attends internal and external meetings and contributes to meetings by asking questions or presenting information verbally or in written form. 

    Qualifications

    • Bachelor’s degree (B.A.) from a four-year college or university or Associate’s degree (A.A.) with two years related experience and/or training; or equivalent combination of education, training and experience. Completion of IIA Insurance series is preferred. 

     

    • Knowledge of insurance policy language, insurance policy forms, and policy issuance processes is preferred. Guidewire knowledge in policy center and digital portal a plus.

     

    • Ability to read, analyze, and interpret general business processes, technical procedures, or governmental regulations. Ability to write business correspondence, procedure manuals, training manuals and procedures, and online training materials and presentations. Ability to effectively present information and respond to questions from groups of managers, co-workers, and customers. 

     

    • Ability to create online training presentations. 

     

    • Ability to maintain confidentiality of underwriting information and proprietary company information. 

     

    • Ability to demonstrate good interpersonal, communication, listening, and customer service skills in person, via phone, through e-mail, or online. Must be able to listen for understanding and communicate to educate and/or inform with accuracy. Follow through to resolution is essential.      

     

    • Ability to provide a high level of internal and external customer service by delivering timely responses to customer inquiries. 

     

    • Ability to manage multiple priorities and projects as required by business need.

     

    • Ability to organize a large amount of reference materials for easy retrieval and reference when training and supporting team members, such as assistant underwriters.   

     

    • Knowledge and application of basic math, including calculating percentages and ratios.

     

    • Ability to function independently and work in an environment with limited supervision. 

     

    • Ability to identify, set, and achieve goals.

     

    • Ability to use general office equipment including PCs, telephone, fax, copier/scanner, calculator and demonstrate basic knowledge of Microsoft Office suite products including MS Word and Outlook.

     

    • Ability to work in a team environment and assist team members by providing one-on-one system training upon request. Ability to work in a harmonious manner with others.

     

    • Ability to maintain regular and predictable schedule to meet the needs of our customers and provide adequate coverage during our core business hours.  

     

    Working conditions and physical efforts

     

     

    To perform this job successfully, an individual must be able to perform each job duty and responsibility satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform job duties and responsibilities.

     

    • The Personal Lines Support Specialist deals with many types of people, including challenging agents, which can be stimulating, yet demanding and stressful. 

     

    • The Customer Service Specialist frequently works under imposed deadlines with expected interruptions to the workflow making it difficult to anticipate the nature and volume of work to perform. 

     

    • The position is physically located in the home office in a cubicle setting within a typical office environment. The position requires an individual sit for long periods of time.  

     

    • This position involves repetitive work with computer keyboard, ten-key, and phone. Vision requirements are heavily tied to those associated with working with alpha and numeric data found on a computer monitor. Vision requirements include close work and the ability to focus.  

     

    • The position requires the individual to frequently talk on the telephone. 

     

    • This position requires limited travel. 

     

    • Ability to exert up to 20 pounds of force and to lift up to 10 pounds.

     

    • The noise level in the work environment is usually moderate.

     

    • Requires regular and predictable attendance to meet customer service demands. 

     

    This job description is not intended to describe, in detail, the multitude of tasks that may be assigned, but rather to give the employee a general sense of the responsibilities and expectations of his/her position. As the nature of the business demands change, so too may the job duties and responsibilities.

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