Surety Underwriting Services Specialist

Continental Casualty Company • Sioux Falls, SD

21h

About The Position

Under general supervision, the Surety Underwriting Services Specialist handles customer fulfillment for calls and emails regarding policy issuance, coverage, bond requirements and status, premium payment methods, reinstatements, cancellations, renewals, adjustments, and new bond issuance. The specialist provides technical support and training for agent-facing solutions, including bONdLINE, Surety Portal, and E-Pay, and supports Surety Claim, Accounts Receivable, and Agency Licensing. The role also assists surety agents, bond holders, and field staff.

The position responds to external customers by phone and in writing about bond and policy provisions, rating, coverage, status changes, premiums and billing, claims, agent contracting and licensing, agent commission payments, and sales support. It partners with Underwriting to help customers find suitable underwriting solutions, identifies customer needs and sales opportunities, and supports new business and cross-selling. The specialist follows established procedures, uses business applications and internal resources, and meets Contact Center scorecard performance goals.

Requirements

• High school diploma, GED, or equivalent experience.
• Typically at least two years of relevant experience.
• Moderate-complexity knowledge of 10 surety bond families, underwriting appetite for more than 10,000 bond coverages, and 15 customer segmentations, channels, or geographic regions.
• Moderate-complexity knowledge of new business submissions, renewals, cancellations, adjustment processing, and premium payment and transaction processing for bonded coverage.
• Moderate-complexity knowledge of agent self-service capabilities, including Bondline, ePay, and Surety Portal.
• Strong written, verbal, and interpersonal communication skills, including professional phone etiquette and the ability to work with internal and external customers at all levels.
• Strong analytical skills and the ability to work independently and proactively to identify and resolve problems.
• Solid computer skills, including Microsoft Office Suite and other business-related software.
• Strong organizational skills, including the ability to handle multiple tasks and prioritize work.
• Ability to act with urgency, provide superior service, and take ownership of work through timely resolution.
• Ability to build strong customer and colleague relationships and demonstrate teamwork and collaboration.
• Ability to communicate professionally and effectively, follow up, and keep customers informed.
• Ability to embrace and effectively use existing and new technology and desktop tools to multitask and deliver efficient customer service.

Responsibilities

• Respond to external customers by phone and in writing regarding bonds and policies, coverage, rating, status changes, premiums and billing, claims, agent contracting and licensing, commission payments, and sales support.
• Provide customer service call support for Surety Claim, Agency Licensing, Accounts Receivable, and Field Services.
• Partner with Underwriting to assist external customers in finding appropriate underwriting solutions.
• Identify or anticipate customer needs and recommend solutions and appropriate coverage.
• Identify sales opportunities and use consultative selling skills to place new business and cross-sell coverages.
• Listen to customer needs and concerns and collaborate with team members to achieve mutual goals.
• Carry out instructions within established procedural work routines.
• Use internal systems and business applications, including Finesse, Verint, Outlook, Skype, Form Letters, BPS/WAM, and Image.
• Use business resources including Best Practices, Sharepoint, MBDB, Surety Intranet, Inside CNA, the rate manual, bond forms library, and Notary manual.
• Adhere to Contact Center scorecard goals and measures for call quality, compliance, after-call work, hold time, handle time, and RONAs.
• Provide technical support and agent/user training for bONdLINE, Surety Portal, and E-Pay.
• Follow up with customers, keep them informed, and take ownership of tasks through timely resolution.

Benefits

• CNA describes its benefits package as comprehensive and competitive, intended to support employees' and family members' physical, financial, emotional, and social wellbeing. Details are available in the Candidate Guide.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED