Renewal Specialist - Liaison

SUMMARY: 

Primarily responsible for expediting agent issues by analyzing internal business factors to produce immediate solutions. Assists agents with inquiries related to underwriting rules, procedures, regulations, and Audit issues. Mentors Renewal Specialists with complex agency/insured questions and policy information. Reviews policy structures to determine if changes need to be made to stay in compliance with bureau rules and regulations. Trains new Renewal Specialists. Provides customer service to agencies and policyholders related to complex inquiries, policy, and audit information. Contacts include state rating bureaus, Business Development Consultants, Business Development Directors, Service Center Managers, Underwriting Technical Advisor, Service Center staff, Finance Department, Claims Department, agents and policyholders.  

PRIMARY RESPONSIBILITIES: 

• Demonstrated ability to analyze and examine agent issues to resolve them immediately through completing all internal processes for a quick resolution.
• Specializes in working with agency CSRs to provide a high touch level of service to create strong agent loyalty.
• Functions as a liaison with the service center and audit to ensure our internal processes and procedures are current.
• Actively engages in the identification of solutions for multiple or cross-functional business areas.  Understands the direction of the overall industry and evaluates the related impact. 
• Coordinates with various internal departments and personnel to provide agent answers to their issues and put them with a personal contact for resolution concerning: Accupremium, Group Programs, and Claims. 
• Respond to complex policy inquiries and provide direct customer service to Agents by assisting with interpretation, application, and communication of rating algorithms, the policy contracts, workers compensation laws, Manual Rules Experience Rating calculations, Anniversary Rating Dates and multiple and conflicting state factors/rules. 
• Educates agents on our systems and liaisons with the help desk for quick resolution of technical problems, system issues.
• Investigates and liaisons with agency relations for thorough agent onboarding and producer access.
• Cultivates and enhances relationships with agency CSR’s to promote long term growth and increase retention.
• Calculates, prepares, and develops, renewals using corporate underwriting guidelines within their letter of the authority.
• Determines renewal eligibility for policyholders and develops appropriate pricing based on loss history, audit results, STI, PM scores, and hazard exposures.
• Analyzes and reviews renewal accounts for insurability and accepts within letter of authority. Recommends declinations to BDC. 
• Formulates and approves repricing needs requested by the agent or in the renewal process. This includes, but not limited to multi-state repricing, in depth knowledge of each BDC’s repricing renewal needs, working with state rate reductions/increases to maintain profitability on the renewals.
• Reprices renewals due to competition, or market fluctuations, to retain profitable accounts by adding/removing schedule credit/debit or moving it from one company tier to the other. 
• Evaluates group program renewals to incorporate proper placement of renewal accounts in or out of the program based on pricing needs, eligibility of the program, and loss history.
• Serves as back-up to BDC’s for phone and e-mail inquiries regarding renewal business while BDC is out of office, including documentation of records and briefing BDC on any pertinent issues when they return.
• Thoroughly assesses claim history of indemnity and medical claims. Composes a summary of details relating to complex claims to add to the underwriting file.
• Trains and mentors working out of class staff as well as new Renewal Specialists staff. This would encompass the duties of the job, repricing, agency relationships and managing the renewal book of business.
• Compose written correspondence to internal staff, agents and policy holders. 
• Makes appropriate decisions based on interpretation of policies and procedures. Corrects policy structures based on audit findings to stay in compliance with Accident Fund’s and/or bureau rules and regulations.
• Demonstrated ability to foster agency relationships by timely responses to renewal pricing, policy inquires, service issues, and audit issues.
• Works with minimum supervision.

This description identifies the responsibilities typically associated with the performance of the job. The percentage of time in any responsibility may vary between positions.  Other relevant essential functions may be required.

EMPLOYMENT QUALIFICATIONS:

EDUCATION REQUIRED: 

Bachelor’s degree in insurance and/or a related field with progress towards or completion of Insurance Institute of America (IIA) or other insurance-related designation(s). Successful completion of business writing course required.  Combinations of education and experience may be considered in lieu of formal education. 

EXPERIENCE REQUIRED: 

Two years experience with Accident Fund Insurance Company of America as a Renewal Specialist – Small Accounts, or equivalent Accident Fund experience that provides the necessary skills. 

OR

Bachelor’s degree in business, insurance or related field with progress toward or completion of Insurance Institute of America (IIA) or other insurance related designation(s). 

And

Four years relevant experience servicing agencies and policy holders as it relates to rules, procedures and regulations, policy and audit information; reviewing, approving, and declining endorsement requests; maintaining compliance with bureau rules and regulations.

SKILLS/KNOWLEDGE/ABILITIES (SKA) REQUIRED: 

• Ability to recognize and negotiate solutions for unique requests. 
• Knowledge of state specific underwriting and audit rules & concepts; workers compensation classifications and procedures; and application of manual rules across all core and non-core states and regulatory authorities.
• Ability to think proactively and independently with a long-term perspective in addressing customer’s needs. 
• Demonstrated technical knowledge of policy exposures, implications of changes, and identifying unique situations.
• Ability to work effectively in a multi functional multi-state business unit.
• Knowledge of state specific underwriting and audit rules, procedures and Workers’ Compensation classifications in multiple states.
• Basic understanding of the worker’s compensation claims process as it relates to the underwriting process.
• Knowledge of workers compensation underwriting terminology and concepts
• Excellent verbal and written communication skills.
• Strong interpersonal skills and the ability to create and maintain mutually beneficial relationships with working partners. 
• Excellent interpersonal, verbal, and written communication skills and ability to interpret and explain policy contract language. Knowledge of eLink or other agency rating tool and online portals. Excellent organizational skills and ability to prioritize work.
• Ability to manage multiple priorities and meet established deadlines.
• Knowledge of word processing and spreadsheet software with accurate input ability of 40 wpm Knowledge of computers.
• Basic knowledge of database software.
• Strong analytical and problem-solving skills.
• Knowledge of multi-line telephone system
• Ability to process transactions on core processing systems
• Ability to enter alpha/numeric data accurately.
• Ability to proofread documents for accuracy of spelling, grammar, punctuation, and format.
• Excellent math skills with the ability to use a ten-key adding machine.

ADDITIONAL EDUCATION, EXPERIENCE, SKILLS, KNOWLEDGE AND/OR ABILITIES PREFERRED:

• Thorough knowledge of state specific underwriting and audit rules, procedures and Workers’ Compensation classifications in multiple states.
• Prefer completion of Certified Authority on Workers Compensation (CAWC)
• Successful completion of business writing course
• Masters Degree

WORKING CONDITIONS:

Work is performed in an office setting with no unusual hazards. 

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