Provide operational support through subject matter expertise, technical support, systems support, knowledge management support, quality assurance and/or workflow analysis. Interact with multiple levels of management to communicate quality findings and recommend solutions to continuous process improvement. Develop training/education strategies. You will report to a Senior Manager, Insurance Operations.

Position Compensation Range:

$60,000.00 - $99,000.00

Pay Rate Type:

Salary

Compensation may vary based on the job level and your geographic work location.

Primary Accountabilities

• Assists in achieving the operational objectives with efficient and effective work design; includes extensive knowledge of area policies and procedures.

• Handle inquiries received through insurance departments and serves as primary legal contact.

• Serve as a subject matter expert and communication liaison for internal and external business partners.

• Develops and designs employee training materials related to system changes or enhancements to processes based on subject matter.

• Collaborate with peers to develop distinctive customer experiences that differentiate the company in the market and meet the needs of target customer groups. Designs and leads test and learns to solve business problems and maximize customers' experiences.

• Collaborate with research areas and external sources, as necessary, to obtain desired data and scopes additional research needed to assist in identifying customer experience improvement opportunities. Analyze and synthesize all sources of customer data and insight to identify and inform customer experience improvement opportunities.

• Develop and monitor standards across the customer ecosystem (people, process, technology) needed to deliver intended customer experience.

• Create business cases and actionable recommendations around improving acquisition, retention, and satisfaction.

Specialized Knowledge & Skills Requirements

• Demonstrated experience providing customer-driven solutions, support or service.

• Basic knowledge and understanding of insurance or contact center operations.

• Demonstrated experience in resolving complex customer experience issues.

• Extensive knowledge and understanding of insurance or contact center technology, billing and policy systems, policy contracts, and state regulations.

• Solid knowledge and understanding of MS Office Products.

• Solid knowledge and understanding of professional and effective business writing.

• Demonstrated experience developing or working with training areas to develop training materials.

• Demonstrated experience with process improvement methodologies.

• Bind and issue property and casualty policies per carrier guidelines.

• Review renewals when and request applications as needed.

• Quote, bind and issue Endorsements per carrier guidelines.

• Order loss control inspections.

In this flex office/home role, you will be expected to work a minimum of 10 days per month from one of the following office locations: Madison, WI 53783; Boston, MA 02110, Phoenix, AZ .

#LI-Hybrid

We encourage you to apply even if you do not meet all of the requirements listed above. Skills can be used in many different ways, and your life and professional experience may be relevant beyond what a list of requirements will capture. We encourage those who are passionate about what we do to apply!

We provide benefits that support your physical, emotional, and financial wellbeing. You will have access to comprehensive medical, dental, vision and wellbeing benefits that enable you to take care of your health. We also offer a competitive 401(k) contribution, a pension plan, an annual incentive, 9 paid holidays and a paid time off program (23 days accrued annually for full-time employees). In addition, our student loan repayment program and paid-family leave are available to support our employees and their families. Interns and contingent workers are not eligible for American Family Insurance Group benefits.

We are an equal opportunity employer. It is our policy to comply with all applicable federal, state and local laws pertaining to non-discrimination, non-harassment and equal opportunity. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.

#LI-CF1

At American Family Insurance, we know how hard our customers and employees work to achieve their dreams. That’s why, for over 90 years, we’ve made it our mission to protect those dreams. It’s all part of who we are and who we’ll always be – innovative, caring, agile, trustworthy, transparent and passionate. We’re a strong, forward-looking company and a proven leader in our industry. And if you’re looking to make a difference, we’re looking for you.

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