Renewal Specialist - Lead Worker

SUMMARY:

In addition to fulfilling the primary responsibilities of a Renewal Specialist, this role will also focus on serving as a lead worker in the Renewal Specialist department by assisting with quality, compliance and customer facing measures. Assisting staff with technical questions and provide mentoring to current and new staff. This role will also serve as a Subject Matter Expert, as well as participating in enterprise projects.

Primarily responsible for assisting Business Development Consultants (BDCs) in growing and maintaining a profitable book of business and assists agents with inquiries related to underwriting rules, procedures, and regulations. Manages renewal book in accordance with the needs of the region they are aligned with. Mentors Renewal Specialists with complex agency/insured questions and policy information. Reviews policy structures to determine if changes need to be made to stay in compliance with bureau rules and regulations.

Provides customer service to agencies and policyholders related to complex underwriting inquiries, policy, and audit information. Contacts include state rating bureaus, Business Development Consultants, Business Development Directors, Service Center Managers, Underwriting Technical Advisor, Service Center staff, Finance Department, Claims Department, agents, and policyholders.

• Provides mentoring and support for Renewal Specialist staff.
• Assists employees in the unit with technical questions.
• Reviews, prioritizes, and assigns work coming into the unit.
• Monitors completion of daily assignments to ensure timeliness.
• Reviews work of employees within the unit to assist with coaching/mentoring.
• Identify, coordinate, and communicate potential workflow and procedure changes with Quality and Workflow Team.
• Orients new employees to the departmental and unit procedures.
• Assist in establishment and monitoring of goals and objectives for the unit.
• Audit and review work of employees within the unit.
• Assists with the conducting of interviews and selection of employees.
• Represents their respective unit in meetings regarding projects, processes, or issues.
• Participates in on-the-job training of employees new to the role.
• Complete system implementation impact lists as well as compliance updates
• Respond to basic and complex policy inquiries and provide direct customer service to Agents by assisting with interpretation, application, and communication of rating algorithms, the policy contracts, workers compensation laws, Manual Rules Experience Rating calculations, Anniversary Rating Dates, and multiple and conflicting state factors/rules.
• Calculates and determines renewal eligibility and insurability for policyholders. Develops appropriate pricing based on loss history, audit results, STI, PM scores, and hazard exposures. Approves or declines renewals for profitability and or/continuation of coverage using corporate underwriting guidelines within their Letter of Authority. Recommends declinations to the BDC.
• Evaluates group program renewals to incorporate proper placement of renewal accounts in or out of the program based on pricing needs, eligibility of the program, and loss history.
• Reprice renewals due to competition, market fluctuations, multi-state repricing, or to retain profitability using in depth knowledge of each BDC’s repricing needs. Evaluate by analyzing state rate reductions/increases to maintain profitability, add/remove schedule credit/debit, or move from one company tier to another.
• Approves endorsement requests received from the service center and agents. Reviews and evaluates inspection reports for policy changes requested from rating bureaus and/or state agencies. Provides endorsement quotes to agents when requested.
• Communicates with agency personnel on policy issues regarding reasons for non-renewals and cancellations.
• Provides ad hoc mod promulgations for BDCs and agents.
• Review AFXpress submissions for errors and to ensure they meet corporate underwriting guidelines.
• Assist BDC’s in preparation for agency audits.
• Serves as back-up to BDC’s for phone and e-mail inquiries regarding new and renewal business while BDC is out of office,…