NYCM Insurance

QA Engineer

• Review and evaluate samples of claim files for compliance with Best Practices and State Regulations.
• Aid in the company meeting prompt and fair settlement loss standards.
• Identify areas of opportunity for improvement and/or training in reviews and claim processes.
• Communicate all findings effectively with examiners and management.
• Perform Focus Audits for compliance as requested by management.
• Conduct Regulation reviews and Reg 118 reviews.
• Review claims for proper coverage verification and determine loss exposure as applicable.
• Analyze documents received on claims and compile reports for management review.
• Stay updated on procedural changes that affect areas of review.
• Perform additional duties as assigned.

Quality Assurance Specialist, Claims Support

Underwriter

• Monitor processing level work providing support to the division and agents including processing insurance applications, endorsements, renewals, cancellations, and data entry.
• Support daily work interactions between CSRs and agents.
• Complete complex priority transactions.
• Process underwriter requests from faxes, phone calls, emails, and quotes.
• Delegate transactions to raters including umbrella renewals, auto renewals, homeowner and umbrella modified links, and handwritten endorsements.
• Locate claim endorsements and ensure they are completed timely.
• Monitor status of rater renewal queue, rater error queue, modified links, and incomplete mail pendings to ensure timely completion.
• Review and monitor late endorsement and renewal lists timely completion.
• Order and interpret miscellaneous reports.
• Handle requests and answer inquiries from internal departments and agents regarding underwriting processes and procedures.
• Manage phone coverage when raters are reassigned.
• Communicate work or personnel related issues to management.
• Communicate work related information from management to CSRs.
• Assist CSRs with the correction of quality assurance issues.
• Update management on the progress of CSR work development for reviews.
• Professionally handle incoming and outgoing customer phone calls.
• Maintain good relationships with internal and external customers.
• Other work as assigned.

CSR Specialist – Underwriting

• Review daily work and phone calls for compliance with multiple lines of business.
• Apply working knowledge of established underwriting procedures, workflow processes, and regulatory requirements to the timely review of processed transactions.
• Conduct audit in a minimum of one component area encompassing personal lines, commercial lines, assigned risk, phone call review, customer service review, and report analysis.
• Monitor phone calls, complete scorecards and meet with CSRs to review results.
• Process transactions to maintain knowledge of processes and procedures.
• Complete reviews of the life of a policy for system reliability and data integrity.
• Examine and evaluate the system and procedures to ensure records are accurate and adequate controls are in place.
• Conduct individual audits to identify remediation and training needs.
• Collaborate with supervisor on training and coaching development.
• Assist in the auditing of program changes for technical and workflow areas.
• Conduct underwriter audits including completed reports (auto and umbrella), home inspections, cancellation notices, losses coded and issued endorsements.
• Analyze transactions for both accuracy and compliance with procedures.
• Document audit findings.
• Professionally handle incoming and outgoing customer phone calls.
• Other duties as assigned.

Quality Assurance

• Monitor and assess interactions between agency services and agency technical support with company agents
• Assist with process development and identification of training methods
• Plan and coordinate training events and professional staff development
• Conduct project regression testing
• Perform monitoring of all interaction types between customers including calls, web chat, email, and face to face interactions
• Conduct reviews and coaching sessions with staff in one on one or group settings
• Make recommendations for improvements to the QA process
• Assist in creation and maintenance of system for reviews with employees
• Track monthly KPI’s
• Establish and maintain good relationships within all divisional teams

Quality Assurance Administrator

Data Analyst

• Collect, clean, and analyze customer service data
• Develop and maintain dashboards and reports
• Run and modify database queries
• Utilize statistical techniques for forecasting
• Identify inefficiencies and propose business solutions

Project Manager

• Coordinate internal resources and third-party vendors for the flawless execution of projects.
• Ensure that all projects are delivered on-time, within scope and within budget.
• Assist in definition of project scope and objectives involving all relevant stakeholders and ensuring technical feasibility.
• Ensure resource availability and allocation.
• Develop comprehensive project plans to be shared with stakeholders and team members.
• Develop and execute a detailed plan to monitor, track and measure progress and performance.
• Manage changes to the project scope, project schedule and project costs using appropriate techniques.
• Report and escalate to management as needed.
• Manage the relationship with the client and all stakeholders.
• Perform risk management to minimize project risks.
• Establish and maintain relationships with third-party vendors.
• Create and maintain comprehensive project documentation.
• Delegate project tasks based on team members individual strengths, skill sets and experience levels.
• Track project performance specifically to analyze the successful completion of short and long-term goals.
• Meet budgetary objectives and adjust project constraints based on financial analysis.
• Meet with stakeholders to review current process and clarify specific requirements of each project.
• Chair and facilitate meetings as needed to accomplish project goals.
• Manage the relationship with the client and all stakeholders.
• Establish and maintain relationships third-party vendors.
• Ensure proper communication through entire project for both internal and external teams.
• Perform project close ensuring feedback and customer satisfaction success.
• Create and maintain comprehensive project documentation.
• Attend conferences and training as required to maintain proficiency.
• Perform other related duties as assigned.

• Collect, clean, and analyze customer service data from various sources to identify trends, patterns, and opportunities for improvement.
• Develop and maintain comprehensive dashboards and reports that provide visibility into key customer service metrics and KPIs in support of decision-making efforts.
• Run, modify, and customize existing database queries with various applications including Business Objects, Crystal reports and SAS building efficiencies when feasible.
• Utilize statistical techniques and forecasting models to predict future customer service trends and resource requirements.
• Identify inefficiencies and areas for improvement within customer service processes.
• Ensure data integrity, compliance with regulatory requirements, and adherence to quality standards in all analytical activities.
• Utilize data from a variety of systems to conduct deep-dive analysis into departmental issues and complaints to uncover underlying causes and recommend preventive measures/solutions.
• Develop and propose business solutions to identified opportunities to ensure business needs are addressed.
• Collaborate with business partners in the development of models and analysis to ensure business needs are addressed.
• Analyze and write concise structured program requests with follow through to completion.
• Document processes, maintain dataset version histories, log analysis requests and maintain other records.
• Keeping records of data sources, definitions, or business rules in shared repositories.
• Scheduling or coordinating stakeholder meetings.
• Preparing slide decks or status update reports that summarize progress.
• Other duties and special projects as assigned.
• Attend meetings and seminars.