Client Services Analyst I / Client Services Analyst II

Company:

Want to work for a company with unparalleled financial strength and stability that offers "large company" benefits with an exciting, friendly, and "small company" atmosphere? Our companies, as members of the Berkshire Hathaway group of Insurance Companies, provides opportunities for professionals interested in just that.

A Brief Overview

Delivers excellence in customer service to agents, insureds, claimants and others business partners for billing, technology support and claim inquiries. Performs the daily workflow transactions including responding to agents and insured billing inquiries, processing payments, and completing tasks with the billing and finance departments. Provides customers technology support for company products including assistance in accessing and navigating the website applications and software programs, online access set up, and troubleshooting all products. Provides claim process support to agency partners and the claim department, assists new claimants through intake of first notice of loss and delivers claims process education. Specialist job duties may include one or more role types.

What will you do?

• Technology Support Team

• a. Serves as the point of contact for customers on all technology support items. Acts as first point of contact with customer via telephone, e-mail or other communication, gathering necessary information to help provide answers to questions and problem solve. Works with Client Services management and other departments to reach resolutions and maintains customer contact throughout process until problem or question has been resolved.
  
  b. Reports errors in the software products used by agency partners and insured and tests the products as necessary to fix outstanding issues. May also participate in testing of other computer applications as necessary.
  
  c. Answers underwriting questions relating to commercial lines automobile and property new/renewal policies for the agency distribution segment as appropriate. Assists agents navigate online rater question flows and assess submission status. Identifies underwriting support issues and handles or transfers these issues to the appropriate individuals. Brings to the attention of management various situations and/or underwriting issues outside of authority or where a larger impact is likely.
  
  d. Participates in the testing of new computer applications, updates to existing applications and software enhancements. Works with software development staff to ensure that the technology products are straightforward and easy to use. Monitors and records errors found through the testing process, communicates with the software development staff and oversees the testing of the software products as necessary to fix the outstanding issues.
  
  e. Assists management in agency support projects to improve communications, data entry, and process flow.
  
  f. May assist management and department trainer to develop content and instruct new client services specialists in the onboarding process. Trains other team members on updated and new processes and procedures.

Education

Bachelor's Degree in related field or equivalent work experience
OR Associate's Degree and 2 or more years of related field experience.

Experience

One or more years work experience.

Required Knowledge

• Basic math
• Personal computer related software such as Microsoft Office (Excel, Word, etc.)
• Basic insurance terms and coverages

Preferred Knowledge

• Knowledge of commercial automobile and property rating and policy coverages and endorsements
• Insurance coverages and rating and insurance products
• Company guidelines on acceptability and profitability for applications/accounts/policies
• Principles of finance, business, statistics, and insurance
• Insurance industry and marketing techniques
• Company, Agency, and department practices and procedures

Required Skills and Abilities

• Excellent oral and written communication with all levels of the organization and with Agents
• Excellent customer service
• Documentation
• Work independently
• Organize time and resources and handle multiple high priorities
• Work well with others
• Delegate, plan, prioritize, and meet deadlines
• Maintain confidentiality
• Work with detail with accuracy

We want you to be involved! We offer Employee Resource Groups for volunteering, connecting with others, social gatherings, and professional development. We also regularly seek employees input through companywide surveys.

We care about your health and wellbeing! Our Wellness program is integrated into the Company culture with an online wellness portal that offers a year-round, one-stop-shop to manage and track all areas of health, our Omaha office boasts a complimentary state-of-the-art onsite fitness center, and a robust wellness program.

Benefits, Perks and more! We offer retirement and savings plan with immediate enrollment with 100% employer match up to 5%, Medical, Dental and Vision for regular, full-time employees and eligible dependents, a dedicated Learning & Development program for employees to grow personally and professionally, 100% upfront Educational Reimbursement program, subsidized downtown parking, competitive time off policies including parental leave, an Employee Assistance program and much more!