Cyber Insured Support Analyst (Remote)

Crum & Forster • Morristown, NJ

20h • Remote

About The Position

Crum & Forster (C&F) is seeking a Cyber Insured Support Analyst to join their cyber solutions team. This role is crucial for providing first-response support to insureds reporting cyber incidents. The analyst will be part of a 24x7x365 rotating call schedule, assisting clients via phone and email, coordinating onboarding calls, and managing claims concierge communications. The position also involves supporting proactive loss mitigation, acknowledging incoming emails, coordinating calls for the Cyber Solutions Team, assisting with security scans, and maintaining documentation. The analyst will also be responsible for staying updated on cyber threats and providing support to the eRisk team for technical and privacy-related issues, as well as contributing to the development of internal cybersecurity services.

Requirements

• College degree and/or 2+ years of equivalent experience in a customer-facing role.
• Broad base of knowledge and familiarity with cyber security terminology (e.g., ability to explain what EDR is, and how it’s different from a SIEM or anti-virus, and where it should be used).
• Confidence and poise when speaking with senior business leaders under very stressful conditions (e.g., an ongoing ransomware attack).
• Willingness to periodically be “on call” for incident response triage.
• Demonstrated ability to maintain a customer-centric perspective, foster positive relationships, and ensure high levels of client satisfaction.
• Strong organizational and time management skills.
• Excellent written and verbal communication abilities, with the ability to cut through complicated security and legal jargon to arrive at business and risk considerations.
• Ability to manage multiple tasks and priorities simultaneously.
• Detail-oriented with a proactive approach to problem-solving.
• Comfortable working independently and as part of a team.
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint), PDF editing, and online collaboration tools.
• Familiarity with cyber insurance, or an eagerness to learn.

Nice To Haves

• Cybersecurity industry certifications strongly preferred.

Responsibilities

• Participate in a 24x7x365 rotating call schedule with the cyber solutions team for the emergency response claims hotline.
• Serve as a poised and assured first point of contact for insureds reporting cyber incidents.
• Assist and follow up on cyber/privacy control implementations, ensuring follow-up with different insureds.
• Engage with insureds via email and phone daily while consistently maintaining a positive, enthusiastic, and customer-focused attitude to ensure exceptional service and satisfaction.
• Reach out to new and renewing insureds to offer and coordinate onboarding calls when one has not already been completed and conduct onboarding calls.
• Track and conduct Claims Concierge communications, including emails and calls to insureds regarding their claims experience.
• Assist with proactive loss mitigation service requests and outreach for insureds as needed.
• Provide immediate acknowledgement of incoming emails via the Cyber Solutions shared mailbox from insureds, brokers, underwriting, claims, etc.
• Coordinate calls with insureds for Cyber Solutions Team Members, including workshops, renewal preparation, subjectivity calls, vendor coordination, etc.
• Assist with security and/or privacy scans, including responding to scan requests, running scans, and providing scan reports and interpretation once available.
• Utilize internal tools for daily tracking and documentation purposes.
• Data entry as needed.
• Keep up to date with cyber threats, priorities of risk, and communicate them to different levels of audiences.
• Provide support to the rest of the eRisk team for technical and privacy-related issues.
• Help develop internal services and resources to deliver high-impact and cost-effective cybersecurity services and related market advice.
• Perform other duties as assigned.

Benefits

• Competitive compensation package
• Generous 401K employer match
• Employee Stock Purchase plan with employer matching
• Generous Paid Time Off
• Excellent benefits that go beyond health, dental & vision. Our programs are focused on your whole family’s wellness, including your physical, mental and financial wellbeing
• Tuition reimbursement
• Industry-related certifications
• Professional training
• A dynamic, ambitious, fun and exciting work environment
• Matching donation program
• Volunteer opportunities
• Employee-driven corporate giving program

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree