Client Support Specialist, Specialty Insurance Programs

Overview

The Business Systems Analyst I (Client Support Specialist) provides analytical and operational support for proprietary insurance rating and policy issuance systems used by external agents and internal business partners. This role is part of the Specialty Programs Client Service Support (CSS) team, which serves as the single point of contact for system users by delivering high-quality, solution-oriented support.

This role blends application support, business analysis, and system testing responsibilities. The CSS team partners closely with Underwriters, IT Business Analysts, and project teams to troubleshoot system issues, support system enhancements, and ensure technology solutions meet business needs. Client communication is primarily conducted via email; this is not a call-center environment.

• Serve as a primary contact for external agents and internal users by managing reported system issues through resolution with professionalism and strong customer service
• Analyze reported application issues to identify root causes and collaborate with IT partners to resolve defects and system problems
• Translate technical concepts into clear, easy-to-understand explanations for business users and clients
• Accurately document all client interactions, issues, and resolutions using a Helpdesk management process
• Support system enhancements by validating requirements, participating in user acceptance testing (UAT), and confirming solutions meet business and project specifications
• Develop knowledge of proprietary insurance rating and policy issuance systems and become a subject matter resource for core functionality
• Identify opportunities for process improvements that enhance system functionality, efficiency, and end-user experience
• Follow company policies and procedures, including the safeguarding of sensitive and confidential information
• Take ownership of assigned tasks and contribute to additional responsibilities as business needs evolve

• 1+ year of experience in insurance operations, application support, system support, or a related analytical role
• Experience working with insurance policy issuance or rating systems
• Strong analytical, troubleshooting, and problem-solving skills
• Ability to manage multiple priorities in a fast-paced environment
• Excellent verbal, written, and interpersonal communication skills
• Demonstrated proficiency with Microsoft Office applications

Preferred Qualifications

• Commercial Property & Casualty insurance experience
• Exposure to underwriting quality assurance, end-user testing, or user acceptance testing (UAT) processes
• Bachelor’s degree in Business, Information Systems, or a related field, or equivalent work experience

Knowledge, Skills & Abilities

• Proven ability to take ownership of work while meeting quality standards and deadlines
• Strong organizational skills with high attention to detail
• Ability to work both independently and collaboratively as part of a team
• Customer-focused mindset with the ability to build rapport and maintain positive relationships
• Proactive approach to learning systems, sense of intellectual curiosity, and developing effective solutions in a dynamic environment

This job description is designed to provide a general overview of the requirements of the job and does not entail a comprehensive listing of all activities, duties, or responsibilities that will be required in this position. AmTrust has the right to revise this job description at any time.

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AmTrust Financial Services offers a competitive compensation package and excellent career advancement opportunities. Our benefits include Medical & Dental Plans, Life Insurance, including eligible spouses & children, Health Care Flexible Spending, Dependent Care, 401k…