Renewal Specialist - Liaison

AF Group•Lansing, MI

10d•Onsite

About The Position

This role is primarily responsible for expediting agent issues by analyzing internal business factors to produce immediate solutions. The Renewal Specialist assists agents with inquiries related to underwriting rules, procedures, regulations, and Audit issues. They also mentor other Renewal Specialists with complex agency/insured questions and policy information, review policy structures to ensure compliance with bureau rules and regulations, and train new Renewal Specialists. Additionally, this position provides customer service to agencies and policyholders regarding complex inquiries, policy, and audit information. Contacts include state rating bureaus, Business Development Consultants, Business Development Directors, Service Center Managers, Underwriting Technical Advisors, Service Center staff, Finance Department, Claims Department, agents, and policyholders.

Requirements

Bachelor’s degree in insurance and/or a related field with progress towards or completion of Insurance Institute of America (IIA) or other insurance-related designation(s).
Successful completion of business writing course required.
Two years experience with Accident Fund Insurance Company of America as a Renewal Specialist – Small Accounts, or equivalent Accident Fund experience that provides the necessary skills.
OR Bachelor’s degree in business, insurance or related field with progress toward or completion of Insurance Institute of America (IIA) or other insurance related designation(s).
Four years relevant experience servicing agencies and policy holders as it relates to rules, procedures and regulations, policy and audit information; reviewing, approving, and declining endorsement requests; maintaining compliance with bureau rules and regulations.
Ability to recognize and negotiate solutions for unique requests.
Knowledge of state specific underwriting and audit rules & concepts; workers compensation classifications and procedures; and application of manual rules across all core and non-core states and regulatory authorities.
Ability to think proactively and independently with a long-term perspective in addressing customer’s needs.
Demonstrated technical knowledge of policy exposures, implications of changes, and identifying unique situations.
Ability to work effectively in a multi-functional multi-state business unit.
Knowledge of state specific underwriting and audit rules, procedures and Workers’ Compensation classifications in multiple states.
Basic understanding of the worker’s compensation claims process as it relates to the underwriting process.
Knowledge of workers compensation underwriting terminology and concepts.
Excellent verbal and written communication skills.
Strong interpersonal skills and the ability to create and maintain mutually beneficial relationships with working partners.
Excellent interpersonal, verbal, and written communication skills and ability to interpret and explain policy contract language.
Knowledge of eLink or other agency rating tool and online portals.
Excellent organizational skills and ability to prioritize work.
Ability to manage multiple priorities and meet established deadlines.
Knowledge of word processing and spreadsheet software with accurate input ability of 40 wpm.
Knowledge of computers.
Basic knowledge of database software.
Strong analytical and problem-solving skills.
Knowledge of multi-line telephone system.
Ability to process transactions on core processing systems.
Ability to enter alpha/numeric data accurately.
Ability to proofread documents for accuracy of spelling, grammar, punctuation, and format.
Excellent math skills with the ability to use a ten-key adding machine.

Nice To Haves

Thorough knowledge of state specific underwriting and audit rules, procedures and Workers’ Compensation classifications in multiple states.
Completion of Certified Authority on Workers Compensation (CAWC)
Masters Degree

Responsibilities

Analyze and examine agent issues to resolve them immediately through completing all internal processes for a quick resolution.
Specialize in working with agency CSRs to provide a high-touch level of service to create strong agent loyalty.
Function as a liaison with the service center and audit to ensure internal processes and procedures are current.
Actively engage in the identification of solutions for multiple or cross-functional business areas, understanding the direction of the overall industry and evaluating the related impact.
Coordinate with various internal departments and personnel to provide agents with answers to their issues and connect them with a personal contact for resolution concerning: Accupremium, Group Programs, and Claims.
Respond to complex policy inquiries and provide direct customer service to Agents by assisting with interpretation, application, and communication of rating algorithms, policy contracts, workers compensation laws, Manual Rules Experience Rating calculations, Anniversary Rating Dates, and multiple and conflicting state factors/rules.
Educate agents on systems and liaise with the help desk for quick resolution of technical problems and system issues.
Investigate and liaise with agency relations for thorough agent onboarding and producer access.
Cultivate and enhance relationships with agency CSR’s to promote long-term growth and increase retention.
Calculate, prepare, and develop renewals using corporate underwriting guidelines within their letter of authority.
Determine renewal eligibility for policyholders and develop appropriate pricing based on loss history, audit results, STI, PM scores, and hazard exposures.
Analyze and review renewal accounts for insurability and accept within letter of authority; recommend declinations to BDC.
Formulate and approve repricing needs requested by the agent or in the renewal process, including multi-state repricing, in-depth knowledge of each BDC’s repricing renewal needs, and working with state rate reductions/increases to maintain profitability on renewals.
Reprice renewals due to competition or market fluctuations to retain profitable accounts by adding/removing schedule credit/debit or moving it from one company tier to the other.
Evaluate group program renewals to incorporate proper placement of renewal accounts in or out of the program based on pricing needs, program eligibility, and loss history.
Serve as back-up to BDCs for phone and e-mail inquiries regarding renewal business while BDC is out of office, including documentation of records and briefing BDC on any pertinent issues upon their return.
Thoroughly assess claim history of indemnity and medical claims and compose a summary of details relating to complex claims to add to the underwriting file.
Train and mentor working out-of-class staff as well as new Renewal Specialists staff, encompassing job duties, repricing, agency relationships, and managing the renewal book of business.
Compose written correspondence to internal staff, agents, and policyholders.
Make appropriate decisions based on interpretation of policies and procedures.
Correct policy structures based on audit findings to stay in compliance with Accident Fund’s and/or bureau rules and regulations.
Foster agency relationships by timely responses to renewal pricing, policy inquiries, service issues, and audit issues.
Work with minimum supervision.