Senior P/C Customer Service Support Analyst

Michigan Farm Bureau•Lansing, MI

About The Position

Senior P/C Customer Service Support Analyst Objective To act as an advocate for Property/Casualty Customer Service (PCCS) and the Field Force to meet their technology needs. To participate in the study, analysis, design, testing, and implementation of PCCS, corporate, and agency billing systems, programs, and procedures with a focus on billing and Property/Casualty products. To facilitate and lead training on corporate system functions for internal and field force users. To perform quality control and periodically audit PCCS functions to ensure compliance and accuracy. RESPONSIBILITIES Senior P/C Customer Service Support Analyst Responsibilities Facilitate and lead ongoing corporate and departmental projects, including managing sub-teams of business/product owners, subject matter experts, and technical representatives when necessary to elicit and document requirements using interviews, document analysis, requirements workshops, surveys, business process descriptions, use cases, scenarios, and task and workflow analysis. Perform software user acceptance testing and coordination to ensure a smooth implementation of changes. Communicate project status and progress to management and other affected personnel. Prepare, document, and maintain up-to-date procedural documentation on processing functions PCCS and other users. Maintain thorough knowledge of departmental and corporate processing methods, industry standards and regulations, and Farm Bureau product lines and software. Drive and challenge business areas on their assumptions and the successful execution of their testing plans.

Requirements

Bachelor’s degree required with focus on insurance, business, administration, finance or management, or equivalent experience may be considered.
Three to five years of experience in insurance industry or related field required.
P/C Resident Producer License required or must be obtained within 90 days of hire.
Experience working with project methodologies required.
Thorough understanding required of how to interpret customer business needs and translate them into application and operational requirements.
Functional and system design specifications development experience required.
Willingness to pursue continuing job-related training and education required.

Nice To Haves

Experience with project management techniques preferred.
Technical background and experience with Farm Bureau systems preferred.
Experience working in small-to-medium sized projects preferred.
Experience in process improvement preferred.
Experience working with property/casualty products preferred.

Responsibilities

Facilitate and lead ongoing corporate and departmental projects, including managing sub-teams of business/product owners, subject matter experts, and technical representatives when necessary to elicit and document requirements using interviews, document analysis, requirements workshops, surveys, business process descriptions, use cases, scenarios, and task and workflow analysis.
Perform software user acceptance testing and coordination to ensure a smooth implementation of changes.
Communicate project status and progress to management and other affected personnel.
Prepare, document, and maintain up-to-date procedural documentation on processing functions PCCS and other users.
Maintain thorough knowledge of departmental and corporate processing methods, industry standards and regulations, and Farm Bureau product lines and software.
Drive and challenge business areas on their assumptions and the successful execution of their testing plans.