Operational Client Support Specialist

AmTrust Financial Services Inc.; Chicago (IL); On-site; USD 55,000 - 85,000; Full time

Benefits offered by this job

Medical & Dental Plans

Life Insurance

401k Savings Plans

Paid Time Off

Job summary

Amtrust Financial Services, Inc. seeks an Operational Client Support Specialist to aid Managing General Agents by troubleshooting user issues and delivering system training for external clients.

You will implement Portfolio Solutions policies and collaborate with Product, IT, and Underwriting to ensure rating systems meet end users’ needs. The role emphasizes clear communication, documentation, and timely delivery of system updates and support across internal teams, with opportunities to

Qualifications

• 3-5 years of client support experience, ideally in the P&C insurance industry.

Responsibilities

• Serve as a primary point of contact for clients, gathering feedback on system and user experience issues and escalating concerns to the appropriate internal teams for resolution.
• Communicate and interact with various disciplines within AmTrust on changes and enhancements that could impact data, workflow, and functionality.
• Provide project status updates to upper management and delivery managers.
• Investigate reported issues to understand business impact, document key details, and ensure accurate information is communicated to stakeholders.
• Coordinate with IT and cross-functional partners to track, communicate, and support the resolution of system-related issues, ensuring clients remain informed throughout the process.
• Develop and maintain workflow and process documentation to support client needs, operational consistency, and effective communication of system updates and changes.
• Build workflow documents in support of functional system enhancements.
• Serve as a subject matter expert for assigned business portals and systems.
• Interact professionally with both external clients and internal business partners within the company.
• Deliver system training to external business partners via training manuals, Teams calls or in-person.

Skills

Attention to detail

Communication

Multi-tasking

Documentation

Problem solving

Tools

Word

Excel

PowerPoint

Job description

Overview

The Portfolio Solutions Division of Amtrust Financial Services, Inc. supports Managing General Agents within the Portfolio Solutions space. Our mission is to be the single point of contact for our Managing General Agents by providing high quality and innovative support.

The Operational Client Support Specialist provides client services support to the MGA partners. They help troubleshoot and resolve user-related issues and operational challenges as well as system training for external clients. This position would implement policies and procedures set forth by the Portfolio Solutions team. Collaborating with our internal Product, IT, and Underwriting teams to make sure that the products and/or application development within the rating systems meet the needs of the end users. This position is responsible for making sure the final deliverables meet the project specifications and requirements.

Responsibilities

• Serve as a primary point of contact for clients, gathering feedback on system and user experience issues and escalating concerns to the appropriate internal teams for resolution.
• Communicate and interact with various disciplines within AmTrust on changes and enhancements that could impact data, workflow, and functionality.
• Provide project status updates to upper management and delivery managers.
• Investigate reported issues to understand business impact, document key details, and ensure accurate information is communicated to stakeholders.
• Coordinate with IT and cross-functional partners to track, communicate, and support the resolution of system-related issues, ensuring clients remain informed throughout the process.
• Develop and maintain workflow and process documentation to support client needs, operational consistency, and effective communication of system updates and changes.
• Build workflow documents in support of functional system enhancements.
• Serve as a subject matter expert for assigned business portals and systems.
• Interact professionally with both external clients and internal business partners within the company.
• Deliver system training to external business partners via training manuals, Teams calls or in-person.

Qualifications

• 3-5 years of client support experience, ideally in the P&C insurance industry.
• Supreme attention to detail and multi-tasking skills required.
• Ability to document, analyze, and identify business and system process gaps.
• Ability to communicate effectively with both business and technical staff and convey complex ideas both verbally and in written form to all levels.
• Flexible team player, who can work in a fast-paced environment, with an appreciation of ever-changing priorities.
• Ability to work independently as well as collaboratively on various projects.
• Demonstration of timely finalization of deliverables.
• Ability to professionally manage challenging situations.
• Must be proficient in Word, Excel and PowerPoint.
• Strong problem-solving skills, with the ability to pivot to competing priorities.
• Knowledge of ISO rates, information, and tables are a plus, but not required.

This job description is designed to provide a general overview of the requirements of the job and does not entail a comprehensive listing of all activities, duties, or responsibilities that will be required in this position. AmTrust has the right to revise this job description at any time.

What We Offer

AmTrust Financial Services offers a competitive compensation package and excellent career advancement opportunities. Our benefits include: Medical & Dental Plans, Life Insurance, including eligible spouses & children, Health Care Flexible Spending, Dependent Care, 401k Savings Plans, Paid Time Off.

AmTrust strives to create a diverse and inclusive culture where thoughts and ideas of all employees are appreciated and respected. This concept encompasses but is not limited to human differences with regard to race, ethnicity, gender, sexual orientation, culture, religion or disabilities.

AmTrust values excellence and recognizes that by embracing the diverse backgrounds, skills, and perspectives of its workforce, it will sustain a competitive advantage and remain an employer of choice. Diversity is a business imperative, enabling us to attract, retain and develop the best talent available. We see diversity as more than just policies and practices. It is an integral part of who we are as a company, how we operate and how we see our future.