Insurance Operations Specialist

American Family Insurance; United States; Hybrid; USD 62,000 - 103,000; Full time

Benefits offered by this job

Medical, dental, vision benefits

401(k) retirement plan

Pension plan and annual incentive

9 paid holidays and PTO (23 days)

Student loan repayment program

Paid-family leave

Hybrid work model

Job summary

American Family Insurance is seeking an experienced analyst to provide operational support with expertise in quality assurance, knowledge management, and workflow analysis. The role focuses on improving customer experiences by leveraging data and cross-functional collaboration.

In this hybrid position, expect to work in Madison, WI, with relocation support available for eligible candidates. The candidate will develop training strategies, communicate findings to leadership, and design solutions

Qualifications

• Experience delivering customer-driven solutions.
• Solid knowledge of insurance or contact center operations.
• Experience resolving complex customer experience issues.
• Extensive knowledge of insurance or contact center technology, billing and policy systems, policy contracts, and state regulations.
• Proficiency with MS Office products.
• Strong professional business writing skills.
• Experience with process improvement methodologies.

Responsibilities

• Assist in achieving operational objectives with efficient work design and policy knowledge.
• Serve as subject matter expert and liaison for internal and external partners.
• Collaborate to develop distinctive customer experiences for target groups.
• Design and lead test-and-learn initiatives to improve business problems and customer experiences.
• Coordinate with research areas to gather data for CX improvements.
• Analyze customer data to identify opportunities for CX improvements.
• Develop and monitor standards across people, processes, and technology.

Skills

Customer-focused

Insurance knowledge

Contact center operations

Insurance 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

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 #LI-Hybrid

Benefits

• 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.

#LI-SK1 American Family Insurance, based in Madison, Wis., has been serving customers since 1927. We inspire, protect and restore dreams through our insurance products, exceptional service from our agency owners and employees, community investments and creative partnerships. American Family Insurance is the nation’s 12th-largest property/casualty insurance company, ranking No. 202 on the Fortune 500 list. American Family has a current ‘a+’ credit rating through AM Best, and has distinction as a “Standing the Test of Time” company, which is represented by having an AM Best financial strength rating of ‘A’ or better for at least 75 years. The company offers American Family-brand products through a network of exclusive agency owners as well as nationwide through key strategic partnerships. American Family Insurance also includes Homesite and Main Street America Insurance. The company has approximately 10,500 employees nationwide. Join our Talent Community