Customer Management Specialist -In Force Policy Administration
Our client is seeking a Customer Management Specialist to join their team in Portland, Or. This role will support business growth and retention through serving as single point of contact for assigned agency contacts and act as subject matter expert while performing system work required for in force policy changes and policy administration.
Proactively manage increase option cases through the financial underwriting and placement process. Manage entire process for all in force changes requiring a full underwriter review.
Accountable for creating a positive customer experience while managing cycle time to meet and exceed established service levels.
Proactively reviews agency performance and advocates for improved agency practices; trains agency staff on regulatory requirements and best practices.
Responsible for implementing home office changes with assigned agencies.
Primary home office contact for external and internal customers in relation to all in force policy administration.
Prioritize own desk to consistently produce accurate quotes which meet and exceed service levels.
Learn and apply income documentation review principles to identify underwriting requirements, facilitate quoting and efficient policy change processing.
Learn and apply state compliance rules, product information, system process knowledge and policy administration guidelines in order to act as subject matter expert on DI products.
Perform complex policy changes, create compliant policies and policy endorsements within established service levels.
Exercise independent judgment within scope of duties to ensure appropriate risk management and resolve special requests and exceptions.
Effectively manage assigned account relationships in order to meet customer service objectives and cycle time goals.
Analyze agency case management practices and results to identify opportunities for improvement. Facilitate regular calls with agency team, collaborating with other team members in underwriting, sales or policy administration, to identify opportunities for improvement.
Provide training and consulting on business processes and systems.
Collaborate with internal business units and sales team through proactive communication and problem solving to deliver positive customer experience.
Train agency staff on service changes or improvements initialed by the home office or external vendors.
Provide back up support lo the 800 line as needed. Maintain file documentation to support a legally defensible file.
Participate in department process or service improvement projects as a subject matter expert. Contribute ideas to improve own department or partner department process or service standards. Train peer organizations in process and best practices
Post-high school coursework completed or equivalent work experience.
Ability to perform basic algebra, read, write and communicate at college level and type 35-40 wpm accurately.
3+ years demonstrated client service/relationship management experience in the insurance field, or an equivalent combination of education and/or relevant experience with DI products and/or ID3 policy administration system. MSOffice suite plus workflow tool experience. Strong customer service skills including negotiation, training, problem solving and consulting.
Practical experience in a continuous improvement environment or significant initiative is preferred.
Benefits are available to eligible VanderHouwen contractors and include coverage for medical, dental, vision, life insurance, short and long term disability, and matching 401k.
VanderHouwen is an award-winning, Women-Owned, WBENC certified professional staffing firm. Founded in 1987, VanderHouwen has been successfully placing experienced professionals throughout the Pacific Northwest and nationwide. Our recruitment teams are highly specialized in either Technology and IT, Engineering, or Accounting and Finance career markets. Our recruiters value building meaningful, professional relationships with each candidate as well as developing honed knowledge of companies' staffing needs and workplaces. Partner with us to land your next exciting career.
VanderHouwen is an Equal Opportunity Employer and participates in E-Verify. VanderHouwen does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, or any other characteristic protected by applicable local, state or federal civil rights laws.”
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