Policy Services Specialist

Brilliance Group - Canada•Worcester, MA

About The Position

The Policy Services Specialist supports all policy servicing for insurance carriers who are Covenir clients. The Policy Services Specialist will be responsible for all supported policy servicing functions including new business and renewal policy reviews and decisioning, full endorsement processing, direct telephone support of insureds policy coverage inquiries. Job Description: The Policy Services Specialist will: • Serve as a subject matter expert for client specific products according to their established guidelines • Work with insureds, agents, and carrier representatives via telephone, email and online chat to service our carrier clients • Accurately and efficiently issue new business and renewal policies, process endorsements and cancellations using Standard Operating Procedures as agreed • Track and escalate any abnormalities in normal Policy Services activities that would be indicative of potential problems • Act as an ambassador in building a positive work culture for the team and overall company • Follows processing guidelines provided by assigned carrier customers to assure compliance and top level service • Works independently; manages workload effectively; • Manages a high volume of work, and frequent procedural changes in a fast-paced environment • Establishes and maintains positive relationships with insureds, agents and client company representatives through friendly, customer-oriented service • Processes high volumes of work with frequent procedural changes with accuracy rate of 98% or better when compared to Service Level Agreement targets • Assists as requested in other functional areas of Covenir to support client needs as required • Responds during catastrophic weather events to support peak level of claim call intake as required

Requirements

2+ years’ relevant work experience in an insurance related environment
Proven track record of exceptional dedication to provide friendly, customer-oriented service
Strong problem solving and analytical skills; ability to reason logically and provide solutions
Demonstrated oral and written communication skills Strong interpersonal skills
Detail oriented with strong multitasking skills
Proficiency with MS Office Suite (Outlook, Excel, and Word)

Responsibilities

Serve as a subject matter expert for client specific products according to their established guidelines
Work with insureds, agents, and carrier representatives via telephone, email and online chat to service our carrier clients
Accurately and efficiently issue new business and renewal policies, process endorsements and cancellations using Standard Operating Procedures as agreed
Track and escalate any abnormalities in normal Policy Services activities that would be indicative of potential problems
Act as an ambassador in building a positive work culture for the team and overall company
Follows processing guidelines provided by assigned carrier customers to assure compliance and top level service
Works independently; manages workload effectively
Manages a high volume of work, and frequent procedural changes in a fast-paced environment
Establishes and maintains positive relationships with insureds, agents and client company representatives through friendly, customer-oriented service
Processes high volumes of work with frequent procedural changes with accuracy rate of 98% or better when compared to Service Level Agreement targets
Assists as requested in other functional areas of Covenir to support client needs as required
Responds during catastrophic weather events to support peak level of claim call intake as required