Reporting to a Team Leader, Broker Services, this role is accountable for delivering superior customer service when assisting Brokers with Guidewire related inquiries, assisting them with system support and workflow advice surrounding binding, issuing a new policy, policy changes etc. You will also handle general inquiries related to Personal products, pricing, underwriting appetite, and billing inquiries.
You will provide education and coaching to brokers on how to process changes, and where to find relevant documentation for future support. You will also be required to process transactions not enabled by broker self-service functionality, including but not limited to new business, policy changes, cancellations etc., in accordance with underwriting guidelines and authority, and be required to review and assess risk for acceptability in lower complex scenarios.
You will ensure adherence to underwriting guidelines and authority on all inquiries and transactions and will be required to consult with appropriate escalation contacts on inquiries and transactions outside of established authority levels. Upon acknowledgement that a scenario requires further escalation, you would proceed with referral to the appropriate team/authority levels, ensuring you have gathered all pertinent information, and have supported your referral with a well-documented business case, including your recommendation and proposed terms.
What can you expect from this role?
Broker Inquires
Handles general incoming broker inquiries and requests via phone and email interactions pertaining to underwriting, billing, products, and pricing. Support Brokers as they navigate changes by reinforcing messages and providing guidance where appropriate. Provide brokers with educational step-by-step overviews while thoroughly explaining changes. Potential inquiries may include Guidewire support, workflow support, navigating workflows surrounding binding & issuing a new policy, policy change etc.
Transaction Processing
Process transactions not enabled by broker self-service functionality, including but not limited to new business, policy changes, cancellations etc., in accordance with underwriting guidelines and authority that meet all efficiency and quality standards. Critical measure of this role will be efficiency in processing without diminishing quality.
Intake/Triage
Reviews incoming emails/cases in electronic format to identify risk types.
Completes categorization of cases in the case management system for multiple case transactions, enabling routing to the appropriate team.
Updates existing cases in the policy case management system when additional information is received from the Broker.
What you bring to this role?
- P&C Insurance / underwriting experience preferred
- Univ. Degree /College diploma or equivalent experience
- CIP / working towards designation preferred
- Knowledge of Economical's Personal Product offerings and Guidewire an asset
SPECIALIZED KNOWLEDGE/SKILLS
- Insurance / underwriting knowledge
- Billing skills
- Customer service focused with a positive helpful attitude
- Excellent people skills
- Strong verbal and written communication skills
- Ability to coach and provide guidance to others
- Ability to solve problems
- Strong organizational and time management skills
Note: This role will support our National Broker Services hours of operation of 7:30 AM to 6:30 PM EST. You will be on a rotating schedule with shifts starting between 7:30 AM to 10:30 AM EST.
Salary range is $43,700 - $80,500
