Remote Underwriting & Policy Systems Specialist

At EMC, we’re all about working together to make an impact. As part of our team, you’ll have the opportunity to grow, contribute, and gain experience that matters. We strive to be caring leaders, close partners, and responsive experts—always supporting each other to do our best work. Join us, and let’s improve lives together.
** This position is fully remote and can be based anywhere in the U.S.
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* Essential Functions:

Underwriting Management and Policy Administration System Technical Support:

Serves as first point of contact for users seeking assistance with underwriting management, policy administration and rating platforms

Researches and answers inquiries, including moderately complex inquiries, from all levels of underwriting and rating team members as they related to general operation of the underwriting and policy systems, business procedures, system speed, outages and system documentation

Assists front line users/departments in their completion of policy transactions by analyzing the error, reviewing the detailed policy information, formulating a response on how to address the issue, either systematically or with a consistent business process or work around resolution

Assists and performs troubleshooting through diagnostic techniques and pertinent questions. Determines the best solution based on the issue and details provided by user for all underwriting management, policy administration, and rating platforms (legacy and new)
Business Process and Solutions Maintenance:

Creates and updates online help documents for underwriting management and policy systems as assigned

As needed, creates and notifies users of systems changes as they are moved to production

Assists in User Acceptance Testing (UAT) for assigned systems and features

Reviews the screen documentation to ensure that it matches the production screen functionality

Assists in the research of the impact to the system from proposed changes and enhancements, including the impact on the system users

Records, monitors, and reports on the progress of application changes and enhancements requests as a result of a help desk inquiry

Develops supplemental training, procedure and work-around materials

Planning, Development, and Training Maintenance:

Identifies the need and contributes to training and resource documents for common issues as a result of Help Desk inquiries and metrics

Monitors procedural, business process and training materials for relevance to current needs; creates/modifies or partners with other teams to keep user resources current

Shares, or may facilitate, training for front line users; either individually or in group setting

Education & Experience:

Underwriting Management and Policy Help Desk Specialist:

Associate degree in insurance, business administration, computer science, or related field, or equivalent relevant experience

Three years of experience in business analysis, process improvement, service desk, underwriting, rating, or technology or related preferred

Candidates that exceed the minimum qualifications may be considered for a higher level position.

Senior Underwriting Management and Policy Systems Help Desk Specialist:

Associate degree in insurance, business administration, computer science, or related field, or equivalent relevant experience

Five years of experience in business analysis, process improvement, service desk, underwriting, rating, or related experience

Prior experience in property/casualty insurance, including underwriting, rating, or process management, or related experience preferred

Professional certifications such as AINS or CPCU preferred

Guidewire experience or certification desired

Knowledge, Skills & Abilities:

Strong business knowledge of underwriting and rating, with related system knowledge

Strong analytical abilities to identify problems and prepare solutions

Strong knowledge of video and other file formats

Good knowledge of Microsoft Word, Excel, PowerPoint, Outlook, Teams, Zoom, and other collaboration tools

Knowledge of technical concepts such as client-server, Web applications, and/or Cloud Architecture preferred

Strong verbal and written communication skills, including presentation skills

Ability to work in a…