Client Service Analyst - Insurance

NCCI • Boca Raton, FL

7d • $50,000 • Hybrid

About The Position

Our Analysts utilize extensive knowledge of our organization’s proprietary systems and filed and approved regulatory manuals (i.e., Experience Rating Plan Manual, Basic Manual), perform complex analytical research, to identify and provide solutions to inquiries regarding Experience Rating Programs and supporting rules and information as well as facilitating self-service opportunities and ongoing client education. They provide first level support to insurance carriers, insurance agents and insureds regarding manual interpretations and the impact of rules and determinations on standard premium calculations. Will refer complex items to processing teams for assistance. Will maintain responsibility for client communication to ensure issues are resolved to the client’s satisfaction. As client self-service opportunities and education have been integrated for more routine questions, the Client Service Analyst responsibilities compliment access to those self-service/digital resources, are comprised of the most complex inquiries, and serve as the next level of customized support.

Requirements

• A bachelor’s degree and a minimum of one (1) year experience in a customer- facing analytical role, or equivalent experience acquired through internship or pertinent educational experience.
• Outstanding written and verbal communication skills are required as this role is responsible for direct client engagement as a front-line representative of NCCI.
• Excellent listening and probing ability with the ability to interpret and clarify information being provided by clients.
• Ability to interpret rules and guidelines and translate that information to clients to ensure their understanding.
• Ability to make decisions where the process steps are not clearly defined, or the work falls outside the standard procedures.
• Strong Analytical, interpersonal and decision-making skills.
• Strong organizational, research, PC, and multitasking skills required.
• Ability to work independently, as well as within a team environment, while possessing excellent judgment.

Nice To Haves

• 3 years of experience in an analytical client service position in industries such as insurance, finance, banking or other industries with transferrable skills.
• General understanding of worker’s compensation insurance or insurance industry experience
• Industry Specific Coursework or Industry Designations such as AIS, AU or CPCU

Responsibilities

• Utilize knowledge of filed regulatory manuals (i.e., Experience Rating Plan Manual, Basic Manual), to provide detailed explanations and educate clients on the appropriate use of rules for unique business-related inquiries. Situations may require knowledge of state specific rules for 39 states, adaptation of internal processes based on client specific requests and/or extensive research of multiple on-line systems.
• Analyze claim and payroll information from insurance carriers to explain year-over-year variations in worksheet calculations. Through this analysis, determine whether to recommend the production or revision of Experience Rating modification factor(s) and ownership information. Capture client detail and their requests in a proprietary online system and refer the request to key business partners for completion.
• Provide technical instruction to insurance agents and insurance carriers regarding payroll, loss and insured ownership information to complete regulatory required forms for the production of Experience Ratings, Classification Credit Premium Adjustment Program (CCPAP), and other premium modification programs.
• Utilize extensive knowledge of our organization’s products and services, makes client recommendations that facilitate self-service opportunities and ongoing client education.
• Lead or participate in department projects and initiatives (e.g., research and revise department procedures, participate in process improvement and systems enhancement projects by recommending changes and assisting with testing). Assist with training (e.g., on the job trainer for new hires and develop and conduct presentations in staff, and department meetings).

Benefits

• A starting base salary of $50,000 plus a targeted 7% performance bonus
• A Monday through Friday schedule: Must be willing and able to work varied shifts between 8:00 am - 8:00 pm
• A phenomenal work environment with perks including on-site restaurant and coffee shop, employee activities, on-site fitness center and game room, and sports leagues.
• A wonderful team of fun, caring and friendly people to work with
• A fantastic benefits package that’s hard to find in south Florida.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 501-1,000 employees