Insurance Operations Specialist

American Family Insurance Agency Staff; Madison (WI); Hybrid; USD 62,000 - 103,000; Full time

Job summary

American Family Insurance Agency Staff is seeking a results-oriented professional to provide operational support with expertise in customer experience and quality assurance. You will analyze data, design improvements, and create training strategies to enhance customer interactions across channels.

The role emphasizes collaboration with internal partners, applying insurance knowledge, and leading test-and-learn initiatives to uplift satisfaction while guiding policy and billing system

Qualifications

• Demonstrated experience providing customer-driven solutions, support or service.
• Basic knowledge and understanding of insurance or contact center operations.
• Demonstrated experience in resolving complex customer experience issues.
• Extensive knowledge and understanding of insurance or contact center technology, billing and policy systems, policy contracts, and state regulations.
• Solid knowledge and understanding of MS Office Products.
• Solid knowledge and understanding of professional and effective business writing.
• Demonstrated experience with process improvement methodologies.

Responsibilities

• Assists in achieving the operational objectives with efficient and effective work design; includes extensive knowledge of area policies and procedures.
• Serves as a subject matter expert and communication liaison for internal and external business partners.
• Collaborates with peers to develop distinctive customer experiences that differentiate the company in the market and meet the needs of target customer groups. Designs and leads test and learns to solve business problems and maximize customers' experiences.
• Collaborates with research areas and external sources, as necessary, to obtain desired data and scopes additional research needed to assist in identifying customer experience improvement opportunities. Analyzes and synthesizes all sources of customer data and insight to identify and inform customer experience improvement opportunities.
• Develops and monitors standards across the customer ecosystem (people, process, technology) needed to deliver intended customer experience.
• Creates business cases and actionable recommendations around improving acquisition, retention, and satisfaction.

Skills

Customer-driven solutions

Insurance knowledge

Complex customer issues

Insurance tech & policy systems

MS Office

Business writing

Process improvement

Job description

Provides operational support through subject matter expertise, technical support, systems support, knowledge management support, quality assurance and/or workflow analysis. Interacts with various levels of management to communicate quality findings and recommends solutions to continuous process improvement. Develops training/education strategies.

Position Compensation Range: $62,000.00 - $103,000.00

Pay Rate Type: Salary

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

Primary Accountabilities

• Assists in achieving the operational objectives with efficient and effective work design; includes extensive knowledge of area policies and procedures.
• Serves as a subject matter expert and communication liaison for internal and external business partners.
• Collaborates with peers to develop distinctive customer experiences that differentiate the company in the market and meet the needs of target customer groups. Designs and leads test and learns to solve business problems and maximize customers' experiences.
• Collaborates with research areas and external sources, as necessary, to obtain desired data and scopes additional research needed to assist in identifying customer experience improvement opportunities. Analyzes and synthesizes all sources of customer data and insight to identify and inform customer experience improvement opportunities.
• Develops and monitors standards across the customer ecosystem (people, process, technology) needed to deliver intended customer experience.
• Creates business cases and actionable recommendations around improving acquisition, retention, and satisfaction.

Specialized Knowledge & Skills Requirements

• Demonstrated experience providing customer-driven solutions, support or service.
• Basic knowledge and understanding of insurance or contact center operations.
• Demonstrated experience in resolving complex customer experience issues.
• Extensive knowledge and understanding of insurance or contact center technology, billing and policy systems, policy contracts, and state regulations.
• Solid knowledge and understanding of MS Office Products.
• Solid knowledge and understanding of professional and effective business writing.
• Demonstrated experience with process improvement methodologies.

Licenses

• Not applicable.

Travel Requirements

• Up to 25%.

Physical Requirements

• Work that primarily involves sitting/standing.

Working Conditions

• Not applicable.

Additional Information

• To ensure a strong start, all employees participate in our New Employee Orientation during their first week. This experience is held in person at our Madison, WI Headquarters or one of our AmFam core locations to help you connect with our mission, meet key team members and build relationships that support your growth. At times, sessions may be delivered virtually based on scheduling and availability.
• Offer to selected candidate will be made contingent on the results of applicable background checks
• Offer to selected candidate is contingent on signing a non-disclosure agreement for proprietary information, trade secrets, and inventions
• Sponsorship will not be considered for this position unless specified in the posting

In this hybrid role, you will be expected to work a minimum of 10 days per month from the office. Candidates should reside within approximately 35-50 miles of one of the following office locations: Madison, WI 53783; Phoenix, AZ 85034

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.

American Family Insurance is committed to the full inclusion of all qualified individuals. If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please email [e-mail] to request a reasonable accommodation.