Certificate Analyst

IMA Financial Group•Pasadena, TX

6d•Hybrid

About The Position

The Certificate Analyst will manage the certificate desk, standardizing and maintaining certificate issuance guidelines, procedures, and processes. This role involves ensuring the quality of service and adherence to established turnaround times for requests. The analyst will also manage the outsourced vendor relationship, monitor contract compliance, and oversee the workflow and quality of output from vendors. Additionally, the position assists in establishing standards for contractual performance, reviewing contract cases and specifications, and preparing operating procedures. A key aspect of this role is to demonstrate continuous effort to improve operations, decrease turnaround times, streamline work processes, and work cooperatively to provide quality customer service. The analyst will act as a liaison between internal staff and the certificate desk, ensuring work product meets requirements in a timely manner. This includes directing the certificate renewal process, coordinating with the service team, and initiating renewals within timeline requirements. The role also involves coordinating the creation of new master documents and templates, populating new certificate holder information into the system, and ensuring accurate and timely issuance of new certificates. Developing the skills, knowledge, and abilities of staff issuing certificates, providing training and guidance to new associates, and assessing training needs are also responsibilities. The analyst must understand various aspects of contractual liability, additional insured forms, and liability coverage, and ensure the certificate process meets client expectations through periodic quality control.

Requirements

High school diploma or general education degree (GED)
Knowledge of issuing insurance certificates and endorsements preferred
Ability to work onsite in Pasadena, CA at least 4 days per week
Ability to conduct yourself in a professional, collaborative, and respectful manner within a team environment
Demonstrate excellent time management and organization skills
Service oriented with the ability to manage multiple tasks and deadlines simultaneously, and ability to work with an efficient pace

Responsibilities

Manage certificate desk
Standardize and maintain certificate issuance guidelines, procedures, and processes
Maintain quality of service and adhere to established turnaround time for requests
Manage the outsourced vendor relationship and monitor compliance of the contracts which provide services through the certificate desk
Oversee the workflow and quality of output from vendors
Assist in establishing standards for contractual performance and reviewing contract cases, specifications and related documents
Assist in preparation of operating procedures
Demonstrate continuous effort to improve operations, decrease turnaround times, streamline work processes and work cooperatively and jointly to provide quality streamline customer service
Act as the liaison between internal staff and certificate desk to ensure work product satisfies request and in a timely manner
Direct the certificate renewal process to guarantee efficiency and accuracy of certificate desk and coordinate with the service team within the timeline requirements to initiate the renewal process
Coordinate the creation of new master documents, templates and populate the new certificate holder information into the system and ensure new certificates are issued accurately within the timeline provided
Develop the skills, knowledge and abilities of all staff issuing certificates
Provide training and guidance to new associates on issuance of certificates as dictated by job requirements
Assess and advise managers of new staff training needs regarding certificates
Understand various aspects of contractual liability, additional insured forms and liability coverage
Ensure certificate process is meeting client expectations by periodic quality control processes