Service Hub Associate

Alliance Member Servic• Santa Cruz, CA, US, CA

1d•Remote

About The Position

Under the supervision of the Service Hub Team Lead, and within Service Hub standard operating procedures, the Service Hub Associate furthers NIA’s initiative by providing specific support to the Underwriting department throughout different stages of the policy life cycle. The responsibilities listed below represent the knowledge, skills, and/or abilities required.

Requirements

Excellent verbal and written skills.
Knowledge of Commercial Property and Casualty lines of coverage pertaining to rating, coverages, and exposures
MS Office Suite experience required.
Organized self-starter able to work independently.
Empathetic and patient with strong problem-solving abilities, particularly when dealing with frustrated or stressed customers.
1 to 3 years of Commercial Property & Casualty insurance coverage experience required
High school diploma or equivalent required

Nice To Haves

Understanding and knowledge of cloud-based file management systems is preferred.
Experience with a customer relationship manager, case management system, ticketing system, or insurance management software preferred.
CISR designation, AIS designation, or completed introductory insurance coursework preferred

Responsibilities

Customer Service: A personal commitment to providing Inspired Service in every internal and external engagement while working in accordance with NIA’s and the Service Hub’s standard operating procedures
Processing & Escalation: Process policy change endorsements within your individual authority and escalate to appropriate parties when necessary. Effectively communicate company standards, mission, underwriting guidelines, and requirements to brokers when necessary. Monitor service level agreements (SLA) and take appropriate action to meet SLA.
File/Document Management: Verify information included with submissions and policy change requests. Timely completion of post-bind file management.
Other Tasks/Projects: Any additional tasks and projects as requested by management based on business needs.
Inquiry Management: Respond to customer inquiries including but not limited to general inquiries, process customer administrative updates (e.g., contact changes, mergers/acquisitions, etc.), assist with navigating and using the NIA public website, NIA Member Portal, and NIA Broker Portal, and set-up or assistance with digital document delivery (aka electronic policy delivery to broker agency management system)
Ticket/Case Management: Log, track, prioritize, and update service requests in a ticketing / case management system ensure timely resolution.
Data Entry: New Business and Renewal submission intake
Support & Escalation: Handle all matters within the scope of the Service Hub Specialist and properly route all other requests to the appropriate NIA staff member. Identify and escalate complex or recurring issues to a manager or specialized unit / other department.