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Posted 1d ago

Service Hub Associate

@ Nonprofits Insurance Alliance
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Santa Cruz, California, United States
$25-$36/hrHybridFull Time
Responsibilities:Customer service, Processing escalation, File management
Requirements Summary:1-3 years Commercial Property & Casualty experience; high school diploma; CISR/AIS preferred; strong communication; MS Office; cloud file management; CRM/ticketing experience.
Technical Tools Mentioned:MS Office, CRM, Ticketing system, Insurance management software, Cloud-based file management
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Job Description

Who We Are

Nonprofits Insurance Alliance (NIA) is the nation’s leading property and casualty (P&C) insurer exclusively serving nonprofit organizations. Founded in 1989 in Santa Cruz, CA, all of the companies in NIA are 501(c)(3) nonprofits-- social enterprises providing long-term sustainability of the nonprofit sector. NIA has one of the best customer retention rates in the industry and has a well-established track record as an innovator in the areas of corporate social responsibility (CSR), specialized coverages, members services, and employee engagement.


Summary 

Under the supervision of the Service Hub Team Lead, and within Service Hub standard operating procedures, the Service Hub Associate furthers NIA’s initiative by providing specific support to the Underwriting department throughout different stages of the policy life cycle. The responsibilities listed below represent the knowledge, skills, and/or abilities required. 


Key Responsibilities 

  • Customer Service: A personal commitment to providing Inspired Service in every internal and external engagement while working in accordance with NIA’s and the Service Hub’s standard operating procedures
  • Processing & Escalation: Process policy change endorsements within your individual authority and escalate to appropriate parties when necessary. Effectively communicate company standards, mission, underwriting guidelines, and requirements to brokers when necessary. Monitor service level agreements (SLA) and take appropriate action to meet SLA. 
  • File/Document Management: Verify information included with submissions and policy change requests. Timely completion of post-bind file management. 
  • Other Tasks/Projects: Any additional tasks and projects as requested by management based on business needs.


General Customer Support Responsibilities

Service Hub Associates may also be required to perform the following tasks. 


  • Inquiry Management: Respond to customer inquiries including but not limited to general inquiries, process customer administrative updates (e.g., contact changes, mergers/acquisitions, etc.), assist with navigating and using the NIA public website, NIA Member Portal, and NIA Broker Portal, and set-up or assistance with digital document delivery (aka electronic policy delivery to broker agency management system) 
  • Ticket/Case Management: Log, track, prioritize, and update service requests in a ticketing / case management system ensure timely resolution.
  • Data Entry: New Business and Renewal submission intake 
  • Support & Escalation: Handle all matters within the scope of the Service Hub Specialist and properly route all other requests to the appropriate NIA staff member. Identify and escalate complex or recurring issues to a manager or specialized unit / other department.


Essential Skills & Qualifications

  • Communication: Excellent verbal and written skills.
  • Technical Proficiency: Knowledge of Commercial Property and Casualty lines of coverage pertaining to rating, coverages, and exposures MS Office Suite experience required. MS Office Suite experience required. Understanding and knowledge of cloud-based file management systems is preferred. Experience with a customer relationship manager, case management system, ticketing system, or insurance management software preferred.
  • Soft Skills: Organized self-starter able to work independently. Empathetic and patient with strong problem-solving abilities, particularly when dealing with frustrated or stressed customers.


Experience

  • 1 to 3 years of Commercial Property & Casualty insurance coverage experience required


Education

  • High school diploma or equivalent required
  • CISR designation, AIS designation, or completed introductory insurance coursework preferred


Location

  • Remote, hybrid, or onsite


Compensation: The annual base salary range provided for this position is a nationwide market range and represents a broad range of salaries for this role across the country. The actual salary for this position will be determined by a number of factors including the location, skills, education, training, credentials and experience of the candidate; and other conditions of employment. As part of our comprehensive compensation and benefits program, employees are also eligible for additional incentive compensation upon achievement of individual and company goals.