Service Operations Analyst

Full-time - Mid Level

Hybrid - Milwaukee, WI

Insurance Carriers and Related Activities

About the position

At Church Mutual, our customers are at the heart of everything we do. For more than 125 years, we've made it our business to protect those who serve and inspire others through our specialized insurance expertise and innovative solutions. Our customers do amazing things for the world - when we protect them, we Stand for Good. We foster a workplace where all employees are treated with dignity and respect; diversity, inclusion and belonging are woven into the fabric of our company through our customers, employees, leadership, business relationships and outreach programs.

Responsibilities

• Initiate and lead process and procedural improvements that drive efficiency and increase customer satisfaction.
• Assist in the research, development, and maintenance of business procedures.
• Provide process/procedure information and technical expertise to training teams for the development of training activities and materials based on input from department leadership.
• Manage changes and lead improvements with information systems and applications used by the department.
• Develop and maintain reports to track the accuracy, timeliness, effectiveness, and efficiency of department processes and to include metrics, scorecards, and other measurements of processes and procedures, as well as measurement of productivity, quality, customer response, and customer satisfaction.
• Understand and emphasize underwriting philosophy and expectations to ensure compliance with Church Mutual underwriting and regulatory requirements within established processes and procedures.
• Lead and/or participate in assigned projects; responsibilities may include researching, developing business requirements, identifying the resources needed, and customer acceptance testing.
• Serve as a liaison with other Church Mutual departments and CM Group subsidiaries.
• Coordinate communication efforts with the Commercial Operations specialist for Commercial Operations changes that affect other areas and for changes from other areas that will impact Commercial Operations.
• Lead special projects and other key work and duties, as assigned.

Requirements

• Bachelor's degree, equivalent experience, or education.
• Property and casualty insurance license required with strong insurance industry, product, service, and process knowledge.
• Minimum 4 years of experience in customer service.
• CISR designation desired, but not required.
• Experience with business process improvement projects is preferred.
• Ability to organize, determine priorities, and work well under pressure.
• Must be a self-starter with the ability to work independently and in a team.
• Strong analytical and decision-making skills.
• Excellent interpersonal skills to effectively communicate with people, at all levels, inside and outside of the organization.
• Passion for driving improvement and leading change in a complex environment.
• Ability to analyze complex situations, draw conclusions, and implement solutions.
• Excellent communication skills, both written and verbal, directed to internal or external sources, at all levels, of management and strong listening skills.
• Demonstrated skills in relationship building, including the ability to influence others, collaborate, and/or negotiate solutions.
• Excellent interpersonal skills necessary to perform in a fast-paced environment, handling multiple priorities, and high-profile customers.
• Ability to independently make fully evaluated decisions.
• Demonstrated desire and commitment to continually learn and strengthen knowledge, accept new challenges, and strive for personal improvement/growth.
• Ability to present ideas and information in formal and informal group settings.
• Ability to learn and use proprietary software and Microsoft products.
• Ability to maintain confidentiality.

Nice-to-haves

• CISR designation desired, but not required.
• Experience with business process improvement projects is preferred.