First Acceptance Insurance

Systems Engineer

• Analyzes and evaluates business requirements, consults with personnel from various departments, and identifies areas for the development of technical solutions to automate and/or improve business processes.
• Provides recommendations on new or enhanced systems, software, upgrades, and modifications.
• Designs and develops RPG ILE applications in support of corporate objectives.
• Creates and deploys web services for the company and corporate partners.
• Creates and maintains service programs and business logic.
• Ensures applications are of high quality and delivered in a timely manner.
• Presents a professional image of the company through verbal and written communications.
• Performs other related duties as assigned.

Senior Systems Analyst

Customer Support

• Answer phone calls to respond to general customer inquiries, invoice questions, payment information, customer change requests and customer complaints.
• Project a professional company image through phone interaction.
• Answer high call volume and respond to requests in a timely manner.
• Identify, research, and resolve issues using AS400, Salesforce, Mitel, Microsoft, and various other applications and resources.
• Research billing issues with a working knowledge of basic billing ledgers.
• Process insurance endorsements, such as adding/removing vehicles from a policy, changing insurance coverages and other transactions.
• Process credit card and check payments.
• Provide product/service information and offer add-on products.
• Articulate information or direction to a customer’s level of understanding.
• De-escalate complaints or concerns.
• Follow-up on inquiries not immediately resolved.
• Show empathy while providing one call resolution.
• Maintain expected performance levels and meet or exceed KPIs.
• Complete other duties as assigned.

First Acceptance Insurance

Senior Systems Analyst

P&C Licensed Customer Service Representative

Customer Service Representative I