Senior Process Analyst (Property & Casualty Insurance)

Job description

I. Position Summary

Service Support Analyst / Manager plays a crucial role in

• Managing customer support operations,
• Ensuring high-quality service delivery, and
• Promoting customer satisfaction

They combine technical expertise, leadership skills, and a customer-centric approach to drive excellence in service support within an organization.

I. Primary Responsibilities

• Act as the primary point of contact for the branch, providing comprehensive support
• Responsible for end to end support of the policy lifecycle services
• Participate in renewal review meetings alongside Producer, CSM and sales team
• Support a team of 5-7 Client Service Managers at the branch
• Take Proactive measures to initiate pre and post-renewal activities promptly
• Monitor and follow up on triggered activities, ensuring their accuracy and timely completion
• Handle queries effectively, aiming to minimize re-work at service center
• Collaborates with branch to identify time consuming activities that can be offshored to service center
• Foster and maintain a positive relationship with branch staff to enhance the overall customer experience