Client Support Specialist, Specialty Insurance Programs

AmTrust Financial Services, Inc.•Southington, CT

About The Position

The Business Systems Analyst I (Client Support Specialist) provides analytical and operational support for proprietary insurance rating and policy issuance systems used by external agents and internal business partners. This role is part of the Specialty Programs Client Service Support (CSS) team, which serves as the single point of contact for system users by delivering high-quality, solution-oriented support. This role blends application support, business analysis, and system testing responsibilities. The CSS team partners closely with Underwriters, IT Business Analysts, and project teams to troubleshoot system issues, support system enhancements, and ensure technology solutions meet business needs. Client communication is primarily conducted via email; this is not a call-center environment.

Requirements

1+ year of experience in insurance operations, application support, system support, or a related analytical role
Experience working with insurance policy issuance or rating systems
Strong analytical, troubleshooting, and problem-solving skills
Ability to manage multiple priorities in a fast-paced environment
Excellent verbal, written, and interpersonal communication skills
Demonstrated proficiency with Microsoft Office applications

Nice To Haves

Commercial Property & Casualty insurance experience
Exposure to underwriting quality assurance, end-user testing, or user acceptance testing (UAT) processes
Bachelor’s degree in Business, Information Systems, or a related field, or equivalent work experience
Proven ability to take ownership of work while meeting quality standards and deadlines
Strong organizational skills with high attention to detail
Ability to work both independently and collaboratively as part of a team
Customer-focused mindset with the ability to build rapport and maintain positive relationships
Proactive approach to learning systems, sense of intellectual curiosity, and developing effective solutions in a dynamic environment

Responsibilities

Serve as a primary contact for external agents and internal users by managing reported system issues through resolution with professionalism and strong customer service
Analyze reported application issues to identify root causes and collaborate with IT partners to resolve defects and system problems
Translate technical concepts into clear, easy-to-understand explanations for business users and clients
Accurately document all client interactions, issues, and resolutions using a Helpdesk management process
Support system enhancements by validating requirements, participating in user acceptance testing (UAT), and confirming solutions meet business and project specifications
Develop knowledge of proprietary insurance rating and policy issuance systems and become a subject matter resource for core functionality
Identify opportunities for process improvements that enhance system functionality, efficiency, and end-user experience
Follow company policies and procedures, including the safeguarding of sensitive and confidential information
Take ownership of assigned tasks and contribute to additional responsibilities as business needs evolve