NYCM Insurance

Customer Support

• A Customer Service Representative is expected to handle an average of 5 phone calls/hour.
• Develop and maintain a vast knowledge and understanding of company processes and procedures within claims, accounts, underwriting, distribution and brand, in automobile, homeowner, mobile home, commercial, umbrella and all other lines of business that may apply.
• Respond, interact, and communicate as a highly skilled insurance professional with prompt, accurate information.
• Connect with the customers by utilizing active listening skills to understand the personality and needs of the caller.
• Clearly and accurately document all transactions and interactions in the company systems.
• Obtain and/or process policy changes or quotes as requested by insureds, agents, lending institutions, automobile dealerships, and all other customers as appropriate.
• Review cancelled insurance policies due to nonpayment for possible reinstatement.
• Communicate details on use of the NYCM web site, including MyAccount, Agent Lobby, and Mobile App.
• Complete telephone interviews.
• Assist teammates with questions or escalated calls.
• Assist with special projects, new procedures and/or enhancements to existing procedures as needed (monthly to quarterly).
• Assist with new hire training and/or interdepartmental shadowing.
• Other duties as assigned.

Customer Service Representative

Underwriter

• Process underwriting transactions accurately and timely.
• Order and interpret miscellaneous reports.
• Process underwriter requests from faxes, phone calls, emails, and quotes.
• Handle requests and inquiries from internal departments and agents regarding underwriting processes and procedures.
• Process transactions in data entry or the work queues.
• Evaluate and maintain customer information for all lines of business.
• Verify customer links on all transactions for all lines of business.
• Research the connections that have created customer links on existing business.
• Research and update social security numbers and dates of birth for customers.
• Process transactions in work queues.
• Professionally handle incoming and outgoing customer phone calls.
• Maintain good relationships with internal and external customers.
• Other work as assigned.

Customer Service Representative – Underwriting

Manager

• Manage the completion of the internal audit plan and assign internal audit resources
• Develop the annual internal audit plan using a risk-based approach in collaboration with the division manager
• Provide guidance to internal audit staff in the planning of audit and advisory engagements
• Review and approve audit and advisory engagement programs developed by internal audit staff
• Review completed audit and advisory engagement programs, workpapers, and reports for quality
• Manage the presentation to business unit management to ensure audit issues are understood
• Manage the New York State Department of Financial Services Regulation 118 Audited Financial Statements program
• Coach and mentor internal audit staff on policies, methods, and practices of IA&C
• Collect and prepare advance materials for audit committee meetings
• Collaborate with the division manager on the ongoing evolution of the internal audit function
• Provide feedback to the division manager regarding internal audit staff performance

Internal Audit Plan Manager

Business Analyst

• Analyze and understand business requirements with divisional stakeholders.
• Experience testing and mapping various business processes and protocols.
• Reviews the business and process impact and risks involved.
• Monitor regulatory impacts.
• Validate and assess requirements, processes, and business logic is implemented as requested.
• Identify and communicate with key stakeholders.
• Liaison between various departments and Strategize ideas to improve business processes, services, products, and software.
• Provide suggestions to stakeholders based on analysis.
• Collaborate with Project Managers and cross-functional teams.
• Maintain documentation regarding various projects, processes, and operations.
• Requirement walk-through with stakeholders and project team.
• Capture meeting minutes with business comments on requirements.
• Assist with creating mockups.
• Update stakeholders and team on changes to specifications.

IT Support

• Provides tactical leadership to the development teams of the Physical Damage and Subrogation of the Auto Claim division.
• Responsible for the daily operations of the business unit.
• Assists the Division Manager in defining the Strategic direction of claim settlement.
• Ensures compliance with best practice and regulatory standards through regular review and coaching.
• Allocates resources to the most important projects and initiatives.
• Develops, cultivates, mentors, coaches, and evaluates the Supervisors and any other direct reports under his/her direction.

Physical Damage Internal Business Unit Manager

• Supervise and lead a team of customer service representatives
• Conduct performance reviews and develop Personal Improvement Plans
• Handle difficult phone calls and mitigate volatile situations
• Assist in achieving corporate and divisional goals
• Identify opportunities for departmental improvement

Customer Service Supervisor

• Conduct daily business operations within the underwriting division.
• Process transactional queues and technical queues.
• Process DMV IIES tasks including support on phones and incoming paper and emails.
• Handle all functions of property inspections including reviewing crystal reports, documenting PACE, and emailing hand-typed inspections.
• Write program requests with management support.
• Collaborate with various divisions while implementing and auditing program requests.
• Assist with project support.
• Conduct presentations on new programs moving into production, reviewing audit and implementation plans.
• Conduct team cross training.
• Perform quarterly review of agent lobby specific to all forms for all lines of business.
• Quarterly review of statistical data submission to ISO/AAIS.
• Conduct monthly bill verification.
• Maintain user accounts for vendor management.
• Provide audit support for program moved impacting the underwriting division.
• Review and update a wide variety of reports including Actuate, On Demand, AQT and Crystal.
• Maintain PACE calendars for multiple lines of business.
• Professionally handle incoming and outgoing customer phone other duties as assigned.

Technical Underwriting

• Provides tactical leadership to the Operational Efficiency team of the Project Management division.
• Responsible for the daily operations of the business unit and for consistently executing the Operational Efficiency strategy.
• Works with a team of subject matter experts in the identification and execution of process improvement projects.
• Assists the Division Manager in carrying out the corporate strategic plans and goals.
• Communicates and executes action plans to meet performance objectives.
• Allocates resources to the most important projects and initiatives.

Operational Efficiency Business Unit Manager

• Supervise and manage rater workflow.
• Provide guidance and support to staff.
• Manage assigned team, provide guidance, direction, and leadership.
• Responsible for the daily tasks of individuals within their span of control.
• Develop, cultivate, mentor, coach, and evaluate team to meet individual company standards and the goals outlined in the divisional business plan.
• Assist with staff maintenance through recruiting, selecting, orienting, promoting, and any necessary terminations.
• Provide insight in the annual planning process, evaluating team priorities and capacity.
• Set and approve employee’s work schedule.
• Verify and approve timekeeping records and consult employees about any discrepancies.
• Document performance feedback and other personnel matters.
• Conduct quality assurance and production review of the staff.
• Hold regular team meetings.
• Analyze the most effective utilization of available personnel, including trainees based on workload and workflow conditions, and make recommendations for best placement of personnel.
• Meet with management to discuss developments, changes, and problems concerning the status of workload and workflow within specific job positions or underwriting procedures.
• Supervise monitoring of quantity and quality of division workload.
• Conduct research and analysis for management.
• Coordinate and take an active role in training and/or events.
• Assist with new employee orientation.
• Complete security requests.
• Maintain databases, spreadsheets, and reports to ensure accurate records and data.
• Other duties as assigned.