Utica National Insurance Group

Manager

• Leads a team responsible for accurate, timely statistical reporting to regulatory agencies and industry bureaus
• Oversees data collection, validation, and submission processes, ensures compliance with evolving requirements, and manages analysis of regulatory changes
• Collaborates across teams to resolve data issues and improve reporting quality
• Manage team of Statistical and Regulatory Reporting Analysts responsible for statistical and DMV reporting compliance for Utica National Insurance Group
• Ensure the team is extracting and collecting statistical data from all source systems to accurately and timely report to regulatory agencies and bureaus including ISO, NCCI, WCPOLS, DMV, and any state or federal regulatory agency as required
• Manage the team responsible for analyzing and understanding the impact of regulatory bulletins, rating, product rules and claims changes on policy premiums and reporting needs
• Oversee the analysis and help resolve problems with respect to statistical coding and editing of data in all policy and claim systems
• Provides sound regulatory advice to business units or other departments anticipating the statistical and regulatory reporting impact of changes in the business environment and makes recommendations to ensure appropriate reporting
• Track and communicate changes published by reporting agencies and states to ensure we are capturing changes required to report and communicate those changes with all affected departments and business units
• Provide support and leadership over Statistical and Regulatory reporting changes as needed for corporate initiatives and projects, managing resources and providing sound regulatory advice for required data needs for accurate regulatory reporting
• Coordinate with all departments to facilitate project development and statistical and regulatory data integrity and compliance
• Build strong, trusting relationships with business customer teams and DOI contacts to understand needs and ensure proper changes are being implemented
• Identify and lead implementation of departmental projects that support enhanced system capabilities, processes and efficiencies
• Manage and mentor team of Enterprise Statistical and DMV reporting resources including developing training and developmental plans
• Communicate with various levels of management regularly and provide regular status updates on projects, issues and other related Enterprise Reporting activities
• Create and manage budget and for Enterprise Statistical and Reporting including salary and departmental related expenses
• Performs other duties as assigned

Enterprise Statistical Reporting Manager

Analyst

• Prepare and distribute short term cash forecast and make recommendations on funding needs or transfer of excess cash to investments.
• Perform daily bank account reconciliation and maintain account balances.
• Initiate wires and ACH transfers, ensuring all policies and procedures are applied.
• Perform relevant accounting activities and posting of general ledger entries for assigned cash accounts and complete monthly and quarterly reconciliations.
• Provide cash and banking information and analysis to various internal and external sources, including information to the external auditors audit compliance activities associated with monthly/quarter-end close for cash accounts.
• Prepare assigned annual bank service fees budget inputs and provide variance analysis throughout the year.
• Maintain relevant written procedures and process documentation.
• Handle complex assignments and to be able to assist and guide less experienced treasury staff members.
• Performs other duties as assigned. Conforms with all corporate policies and procedures.

Treasury Analyst

Financial Planning and Analysis

• The Director of Treasury & Investment Management is responsible for the liquidity, capital, and financial risk management of a mutual insurance enterprise in support of its policyholders.
• Oversee investment operations, treasury operations, liquidity, banking relationships, and financial risk governance.
• Partner closely with the CFO, Investment Managers & Advisors, and specific sub-committees of the Board of Directors.
• Oversee Credit & Collections team for $2B of annual premium.
• Manage enterprise-wide liquidity management, including operating cash, claim payments, collateral, and investment settlement activity.
• Support capital planning and capital adequacy analysis in coordination with finance, risk, and actuarial teams.
• Manage relationships with banks, custodians, rating agencies, and capital markets participants.

Director of Treasury – Investment Management

• Responsible for liquidity, capital, and financial risk management of a mutual insurance enterprise.
• Oversee investment operations, treasury operations, liquidity, banking relationships, and financial risk governance.
• Partner closely with the CFO, Investment Managers & Advisors, and specific sub-committees of the Board of Directors.
• Oversee investment operations and controls for a ~$4B portfolio.
• Coordinate with external asset managers, custodians, and investment advisors.
• Monitor investment performance, compliance, and operational risks.
• Oversee Credit & Collections team for $2B of annual premium.
• Manage enterprise-wide liquidity management, including operating cash, claim payments, collateral, and investment settlement activity.
• Evaluate and execute capital actions, including dividends from subsidiaries to mutual parent, surplus notes, debt issuance, and capital contributions, as needed.
• Partner with executive leadership on balance sheet optimization and return on capital objectives.
• Manage exposure to interest rate, credit, counterparty, and market risks.
• Support enterprise risk management (ERM), ORSA, and economic capital processes.

Director of Treasury and Investment Management

Customer Support

• Provide Tier‑1 support for Talkdesk users by troubleshooting and resolving technical and operational issues across the contact center platform.
• Responsible for triaging help desk requests, addressing common user concerns such as login issues, device connectivity, call routing, and reporting access, while ensuring timely resolution through established procedures.
• Escalate complex cases with clear documentation and business impact, and act as a liaison with Talkdesk vendor support to drive efficient issue resolution.
• Support continuous improvement by maintaining knowledge resources and ensuring a positive user experience through follow-up and feedback collection.
• Act as Tier-1 support for Talkdesk users — agents, supervisors, QA, and workforce planners; Triage incoming requests through the internal help desk queue: login problems, headset and device issues, call-routing questions, soft-phone errors, and report access;
• Resolve common issues directly (password resets, account unlocks, role reassignments, simple configuration tweaks) using documented runbooks;
• Escalate complex issues to the senior platform administrator or to Talkdesk Support with clear reproduction steps and business impact;
• Follow up with end users after resolution to confirm the fix and capture satisfaction feedback.
• Serve as the day-to-day point of contact with Talkdesk Support; Open, update, and track support tickets with clear descriptions, screenshots, and reproduction steps;
• Maintain the ticket log — status, priority, Talkdesk owner, age, and business impact — and publish a weekly summary to the team;
• Chase stalled tickets and escalate Sev 1 / Sev 2 incidents to the manager and to Talkdesk account contacts;
• Attend Talkdesk office hours and release briefings; share relevant highlights back to the team.
• Set up new user accounts, update roles when people change jobs, and disable accounts when employees leave — following documented checklists;
• Support quarterly access reviews: pull user lists, route to managers for sign-off, and track completions;
• Run standard daily and weekly reports for contact center supervisors (service level, abandon rate, AHT, call volume, schedule adherence);
• Perform a morning health check of queues, integrations, and key dashboards; post a short status update to the team channel;
• Partner with the analytics team on ad-hoc data pulls for voice-of-customer and customer experience work.
• Keep the troubleshooting knowledge base and runbooks current based on tickets resolved; Draft step-by-step user guides for common tasks (updating availability, accessing voicemail, running reports);

Customer Experience Platform Analyst

Account Executive

• Build and execute strategies to build your agency and sales plan
• Recruit and inspire new agents as well as create depth in existing agency relationships
• Develop and monitor territorial/state agency plans
• Spearhead agency/territorial review process
• Know and properly administer the various components of the customer bonus plan
• Manage Agency Production Initiatives to meet territorial objectives
• Establish and monitor individual customer commitments
• Own loyalty and retention initiatives such as relationship building at all levels of an agency
• Develop and monitor territorial/state target market plans

Senior Field Sales Representative – Commercial Lines

Underwriter

• Support the oversight and governance of the commercial casualty underwriting portfolio by analyzing underwriting guidelines and underwriting practices across regions and segments.
• Support the creation and upkeep of casualty underwriting guidelines to ensure consistency, compliance, and disciplined underwriting.
• Assess underwriting data, loss patterns, regulations, industry shifts, and legal updates to spot new risks and support recommendations for guidelines and risk appetite.
• Offer technical underwriting support and expert guidance to field teams and internal partners on casualty coverage, guidelines, and risk assessment.
• Support cross-functional teams on casualty initiatives, including product updates, system improvements, and operations enhancements.
• Assist with training development and reference materials to support underwriter understanding of casualty products, guidelines, and underwriting expectations.
• Create Wrike tasks and work with Business Analysts to define project requirements.
• Provide business requirements, test results, and analysis to evaluate underwriting tools, forms, and workflows for alignment with underwriting goals.
• Maintain appropriate documentation of analyses, recommendations, and decisions to support audits, regulatory inquiries, and internal governance processes.
• Track compliance with underwriting guidelines and report issues or trends to senior leadership when needed.

Casualty Underwriting Analyst

Business Analyst

• The Business Analyst Supervisor oversees and coordinates a team of Business Analysts to ensure the successful delivery of high‑quality solutions that meet business needs and drive stakeholder satisfaction.
• This role provides leadership and deep requirements expertise across all systems, ensuring consistency, accuracy, and alignment with organizational objectives.
• The supervisor also supports the adoption of new technologies, guiding the integration of innovative solutions into existing company systems and processes to enhance efficiency and business value.
• Coordinate, develop and deliver timely and accurate project development and maintenance/operations of systems/technology from an overall requirements perspective.
• Coach the BA team in techniques for requirements elicitation & documentation as well as customer relationship development.
• Ensure thorough, appropriate and effective specification of business requirements including decisions and rules, functionality and design, integrations and workflows to be implemented as part of one or more systems.
• Lead and manage BA Team in pursuit of project scope, priorities and deliverables in concert with business and IT colleagues.
• Identify and mitigate project risks.
• Oversee and ensure the accuracy of the BA team's research, analysis and maintenance of complete and current documentation of decisions, procedures, workflows and system integrations, etc.

Personal Lines Business Analyst Supervisor

• The Finance Analyst works closely with the Controller and Finance leadership to support accurate financial reporting, variance analysis, and monthly close activities.
• This role is responsible for preparing comprehensive monthly financial statements, analyzing actual results versus expectations and trends, and delivering clear insights to support management decision‑making.
• The position also assists with financial modeling for capital investments and other strategic initiatives while ensuring compliance with corporate policies and procedures.

Financial Analyst

• This Commercial Lines Underwriting Supervisor position is responsible for leading and managing a team of underwriters to ensure compliance with company underwriting policies.
• Work closely with the Director of Regional Underwriting Operations to develop strategic plans for profitable growth within the territory.
• Underwrite commercial lines insurance policies, including General Liability, Worker's Compensation, Property, Commercial Auto insurance.
• Evaluate performance of all underwriters to confirm adherence to company underwriting guidelines policy.
• Effectively manage the quality process in a book of business.
• Manage territory to meet all regulatory requirements.
• Responsible for the administration of underwriting authority to underwriters with the Director of Regional Underwriting Operations.
• Understand trending in relation to growth and profit.
• Demonstrate strong partnerships with agents and brokers.
• Support sales plans and agency engagement initiatives.
• Effectively manage agency profitability.

Commercial Lines Underwriting Supervisor – Auto Dealers

Claims Specialist

• Use your customer service experience, investigative skills, and detail orientation to handle serious and complex claims
• Communicate with insureds, attorneys, and relevant parties
• Use technical claims knowledge and decision making skills to settle claims within assigned authority
• Investigate and handle New York Workers' Compensation claims
• Perform special claims investigation and handling matters requiring broad technical claims knowledge
• Operate independently with little supervision
• Settle claims within assigned authority
• Review court decisions, law, and coverage interpretations

Senior Workers' Compensation Claims Specialist

• Investigate, evaluate, negotiate and resolve PIP and MedPay claims.
• Operate more independently and resolve claim files within a higher authority limit.
• Ability to interpret coverage, assess comparative negligence, evaluate damages and negotiate settlements with limited supervisor intervention.
• Handle less complex litigated files.
• On occasion may be required to attend mediation or trials.
• Direct defense counsel in the resolution of claim.
• Consult with Supervisor on more complex coverage and technical matters.
• May be required to provide technical support for less experienced Specialists.