Operations Technician

The Operations Technician is responsible for managing all company correspondence, administering the firm’s vendor certificate tracking program, providing support with front desk operations and assisting with other business insurance team needs. As the “director of first impressions,” this position is critical in setting a tone of excellent client service, handling all calls and interactions with the highest level of professional courtesy. 

• Document management

• Retrieve scanned mail from agency management system and attach to client file
• Acquire electronic documents from insurance carrier websites
• Organize, file and maintain both electronic and paper documents
• Manage agency management system “Items in Suspense” for CL Download and eDocs
• Update company contacts on intranet web pages

• Certificate tracking services

• Utilize a cloud-based system to manage the vendor/subcontractor certificate tracking program for various clients; maintain, document and continually update all activities
• Review third party certificates of insurance
• Monitor and record compliance of client certificate tracking services
• Respond to all email and phone inquiries from vendors, subcontractors and clients
• Prepare and send notifications to third parties
• Work with clients to identify insurance requirements and acceptable variances
• Track and organize all client correspondence

• Front desk management

• Greet visitors and answer incoming calls, faxes and emails
• Maintain neat, organized and generally welcoming atmosphere at the front desk
• Manage incoming and outgoing correspondence, company calendar and office deliveries
• Open, sort, scan, file and distribute incoming mail to the appropriate associate
• Collect outgoing invoices and other correspondence and deliver to post office daily
• Manage company calendar, including conference room scheduling

• Business insurance client service support

• Review new and renewal policies for accuracy
• Prepare client documents for delivery or mailing
• Coordinate insurance underwriting requirements by interacting with colleagues and insurance companies to provide necessary documentation
• Issue certificates of insurance and automobile ID cards
• Report claims
• Submit change requests

• Administrative support, data input and quality management

• Manage claims reports and claims follow-up
• Upload certificates of insurance and evidences of property to vendor website daily
• Assist with account assignment changes in Applied Epic
• Conduct inventory of office supplies
• Assist with project-specific duties as directed
• Learn and follow all ISO 9001 quality management system procedures and work instructions

• Other duties as assigned 

Education/Certification

• Bachelors Degree from Accredited College or University

Required Knowledge/Skills

• Must obtain Property & Casualty Insurance Agent License within 90 days of employment
• Demonstrates excellent interpersonal skills with associates, clients, insurance partners and visitors
• Reliable, consistent attendance is a requirement and essential function, including advanced notice of absences 
• Excellent time management and organizational skills
• Intermediate level computer skills in Windows, Outlook, Word, Excel and PDF software
• Excellent communication skills – written, verbal and listening
• Provide excellent day-to-day client service
• Attention to detail and accuracy
• Enjoys a fast-paced environment
• Demonstrates willingness to learn from team members, express ideas, listen and respond appropriately

Critical Behavior Traits

• Positive attitude
• Friendly
• Articulate
• Problem solver
• High integrity
• Adaptable and flexible
• Willingness to learn
• Factual

Efficient