Policy Operations Services Representative - Direct

As a Policy Operations Services Representative, you will provide new business, underwriting assistance, or policy services for personal lines products. You will develop product knowledge and customer service skills to interact with policyholders and/or external partners and ensure the comprehensive and seamless service of all necessary paperwork and work directly with appropriate internal or external partners. You will also participate and contribute to the continuous process improvement activities as part of everyday work.

Hours for this role will five eight hour days between 8am-7pm central standard time with Saturday shifts as needed

We are excited to announce multiple openings within both Homesite Insurance and CONNECT powered by American Family Insurance. Applicants will be considered for positions at both operating companies. Join us and be a part of our dynamic teams dedicated to providing exceptional service and innovative insurance solutions.

About CONNECT:
CONNECT, powered by American Family Insurance, offers a wide range of personal insurance products, including auto, home, and renters insurance. We are committed to delivering personalized service and tailored coverage options to meet the unique needs of our customers.

About Homesite:
Homesite Insurance provides homeowners, renters, condo, and small business insurance. As a member of the American Family Insurance Group, Homesite is dedicated to offering innovative and affordable insurance solutions with a focus on customer satisfaction.

In this primarily home-based role, you will spend 80% of your time (4+ days per week) working from home. Candidates must reside within a 70 mile radius of one of the following locations: Madison, WI, Boston MA (35 miles), Pheonix AZ, St. Joeseph MO, or Keene NH. On occasion you may be asked to travel to an office location for in person engagement activities such as team meetings, trainings, and culture events.

Internal candidates are encouraged to apply regardless of location and will be considered based upon the needs of the role.

Position Compensation Range:

Pay Rate Type:

Compensation may vary based on the job level and your geographic work location. Relocation support is offered for eligible candidates.

Primary Accountabilities

• Provides customer policy activities for new business or renewal policies and policy changes.
• Completes system entry process for new policies or policy changes or billing for multiple systems in a timely manner to meet or exceed service goals.
• Researches inquiries from customers or external partners.
• Provide excellent customer policy support, via phone and written communications
• Generates letters, correspondence and policy documents as needed.
• May conduct on-the-job training as needed.
• Identify process improvements and partner with appropriate resources to implement solutions.
• May be required to complete other assignments or participate in projects based upon skills, achievements, or experience.

Specialized Knowledge & Skills Requirements

• Demonstrated experience providing customer-driven solutions, support, or service.
• Basic knowledge of state-specific regulations and system/procedural support for insurance products.
• Basic knowledge of underwriting guidelines and application of guidelines in completing policy activity duties.
• Demonstrated experience using reference materials and processing rules and procedures.
• Demonstrated written and verbal communication skills.
• Ability to work efficiently and independently in Windows/Microsoft environment
• Ability to process information and react quickly/appropriately
• Ability to effectively organize, manage time, and work with a high degree of accuracy and attention to detail
• Ability to adjust to rapidly changing environments with proactive adjustment of plans to achieve individual and organizational level performance objectives

Licenses

• Not applicable.

Travel Requirements

• Up to 10%.

Physical Requirements

• Work that primarily involves sitting/standing.

Working Conditions

• Not applicable.

We encourage you to apply even if you do not meet all of the requirements listed above. Skills can be used in many different ways, and your life and professional experience may be relevant beyond what a list of requirements will capture. We encourage those who are passionate about what we do to apply!

We provide benefits that support your physical, emotional, and financial wellbeing. You will have access to comprehensive medical, dental, vision and wellbeing benefits that enable you to take care of your health. We also offer a competitive 401(k) contribution, a pension plan, an annual incentive, 9 paid holidays and a paid time off program (23 days accrued annually for full-time employees). In addition, our student loan repayment program and paid-family leave are available to support our employees and their families. Interns and contingent workers are not eligible for American Family Insurance Group benefits.

We are an equal opportunity employer. It is our policy to comply with all applicable federal, state and local laws pertaining to non-discrimination, non-harassment and equal opportunity. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.