Incubation Team Specialist

Amwins•Charlotte, NC

About The Position

Amwins is seeking an adaptable, detail-oriented Client Services Specialist to help launch and support new products and workflows on the Incubation Team. The role involves learning complex, evolving processes and translating them into clear SOPs and job aids, tracking open questions, and gathering stakeholder feedback and sign-off. The specialist plans and conducts user acceptance testing (UAT), validates system configurations, records test results, and supports process launches. The specialist trains team members, leads workflow walkthroughs and demonstrations, performs quality control, and serves as a post-launch resource. They collaborate with onshore and offshore partners, production teams, and underwriting operations to resolve issues, clarify handoffs and ownership, and track gaps through resolution. The role also presents updates and UAT results to leadership and cross-functional stakeholders and provides additional process support as needed. Success requires comfort with ambiguity and changing procedures, clear communication tailored to varied audiences, and close attention to detail.

Requirements

Ability to deal with ambiguity, loosely defined guidelines, and constantly changing procedures.
Ability to understand nuanced, complex processes, including exceptions, dependencies, and how changes affect related steps.
Strong written and verbal communication skills, including presenting and facilitating training and group discussions in person and virtually.
Ability to tailor explanations to audiences including frontline processors, offshore teams, and senior leaders.
Strong attention to detail when comparing documents and verifying data.
Comfort learning new systems quickly and testing them in non-production environments.
Ability to make decisions and solve problems using sound, inclusive judgment.
Strong proficiency with Microsoft Office Suite.
Preferred 2+ years of experience in insurance and/or a policy support role.

Nice To Haves

Amlink and OnBase knowledge preferred.
Experience in insurance and/or a policy support role (2+ years preferred).

Responsibilities

Quickly understand complex and evolving processes and translate them into simplified documentation.
Draft, maintain, and update SOPs and job aids for new products and workflows; track open questions, incorporate stakeholder feedback, and obtain stakeholder sign-off.
Analyze workflow touchpoints, impacts, and decision trees.
Plan and execute UAT for new workflows and system changes, including building test accounts and test cases and logging detailed pass/fail results in a standardized tracker.
Use internal systems supporting incubation processes and validate configurations such as queue routing, mailboxes, and task processing.
Train new resources, serve as a post-launch resource, perform quality control, and lead workflow walkthroughs and demonstrations.
Present process updates, UAT results, and open issues to leadership and cross-functional stakeholders; contribute to recommendations, enhancements, and decisions.
Work with onshore and offshore partners, production team members, and underwriting operations to identify, research, resolve, and document implementation changes and errors; clarify handoffs and ownership before launch.
Escalate and track unresolved process gaps and system issues through resolution, communicating status to leadership and impacted teams.
Process all escalations related to incubation teamwork.
Maintain working knowledge of the processes built by the Incubation Team and the functions it supports, and support workload volume as needed.
Work independently and collaboratively to meet timing and quality service levels.

Benefits

Medical, dental, and vision coverage available on the first day of employment.
Choice of medical plans through Blue Cross Blue Shield; Kaiser available for California employees.
Mental health support, including virtual therapy, digital coaching, and 24/7 EAP counseling.
Company-paid Basic Life and AD&D Insurance, Short-Term Disability, and Employee Assistance Program.
Health Savings Account with company contributions.
Health Care FSA, Dependent Care FSA, and commuter benefits.
Parental leave and adoption assistance.
Voluntary life insurance, critical illness, accident, and identity theft protection coverage options.
Retiree medical benefits available for Medicare-eligible retirees.
401(k) with company match.
Generous paid time off and company holiday schedule.
Collaborative, continuing-education-focused work environment.
Career advancement opportunities.