Policy Services Analyst I​/II

Job Overview

Our Policy Services Analysts regularly communicate with insureds, agents, or producers and/or other insureds’ representatives, via telephone, live chat, and email, on a wide variety of new and renewal business inquiries, policy servicing matters, and/or first notice of loss (FNOL) and/or claims status requests. Additionally, our Policy Services Analysts provide key professional and technical support to our underwriting team in the review, underwriting, and issuance of new and/or renewal business within designated levels of authority, as well as more advanced policy servicing tasks.

• Communicates with Cabrillo Coastal insureds and their agents, producers, or other representatives; establishes and maintains positive, service-oriented and collaborative relationships with insureds, agents, producers and/or other insured representatives or external business contacts.
• Represents the Company in telephone, live chat, and/or email interactions; provides exceptional care, support, and service per Company guidelines, quality and time standards, and governmental regulations.
• Acts as a positive, knowledgeable Company representative in all interactions.
• Applies related knowledge and expertise to respond to product, policy service, underwriting requirements, claims status, FNOL and related inquiries.

Represents the Underwriting team by responding to inquiries or initiating contact to communicate with assigned Agents and/or Producers on underwriting actions/decisions/next steps within designated levels of authority or at the request of the lead underwriter for the territory/product.

Depending on respective levels of authority, may perform a variety of pre-underwriting, underwriting, and/or routine to advanced endorsement tasks, including but not limited to:

• Obtains and maintains insured information.
• Accurately processes assigned endorsements.
• Prepares and assists in processing new business submissions.
• Completes underwriting referrals within designated time frames.
• Processes standard cancellations as authorized.
• Performs designated pre-underwriting duties in the preparation of files for Underwriter review and distributes pre-underwritten files to appropriate Underwriters.
• Makes informed, sound, and well-documented decisions to review, underwrite, endorse, refer, and/or release designated policies for issuance or renewal.
• Researches, organizes, and provides appropriate underwriting analyses and recommendations related to and/or submits for review new business and/or renewal underwriting files.
• Performs related underwriting and technical support duties, including but not limited to advanced endorsement tasks and supporting documentation reviews.

Efficiently and effectively utilizes Company’s information systems, software programs and approved applications in carrying out all designated responsibilities.

May perform generalized technical and administrative support, including but not limited to:

• Maintains specialized policy services files and records, including spreadsheets and electronic folders.
• Sifts and indexes policy services and/or claims emails; researches and updates returned mail.

Depending on progressive series level, may spearhead, participate in and/or assist with “special” Company projects, as directed.

Qualities and Aptitudes: Accountability;
Adaptability;
Coachable;
Collaborator;
Dependable;
Detail Oriented;
Flexibility;
Integrity;
Multi-Tasker;
Positive “Can Do” Attitude;
Quality-Oriented;
Self-Starter;
Service-Oriented;
Strong Work Ethic;
Team Player.

Skill Sets: Ability to Effectively Read People and Situations;
Active Listening;
Asking Productive Questions/Ability to Apply Learned Information to Related or Similar Situations;
Diffusing and Appropriately Managing Escalated Customer Conversations/ Communications/ Situations;
Effective Decision-Making;
Information Review and Analyses;
Interpersonal Communication;
Keyboard entry speed of 45 WPM or more;
Organization;
Problem Analyses/Solving;
Productivity;
Time Management / Working Under Tight Deadlines / Thrives in a Fast-Paced Work Environment;
Verbal and Written Communication.

Knowledge Base: Business…