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Agency Program Specialist
The Travelers Companies
Alpharetta, GA, United States
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Primary Job Duties & Responsibilities
Implement service transfer and book rollover programs. Set up and monitor detailed transfer plans for agency deals to assume servicing of agent accounts. Function as primary contact for transfer process details for marketing office, systems, and service center employees as well as Agents. Communicate process for transfer of book of business, make sure all exception situations are identified and appropriately handled. Work with agency plant to identify processing and communication issues and to ensure that service and quality objectives are being achieved. Review transfer, new business and servicing procedures in detail with agency and emphasizing contact information, system transfer timelines, policy paper instructions, certificate wording, etc. Solicit ongoing feedback from agency and provide to marketing office on agency issues. Research and respond to agency issues; provide recommendations for improvements or changes to process within service center. Coordinate scheduling of incoming workload and provide service team capacity forecasts for management. Identify deal requirements with service center and home office operations areas. Develop solutions to issues that arise with book rollover process. Document issues that arise with systems, processes, etc. Communicate issues to appropriate staff for action. Develop and present formal deal status reports to appropriate parties. Follow up on issues, develop required documentation to meet service center and agent requirements.
Company Information
Solid reputation, passionate people and endless opportunities. That's Travelers. Our superior financial strength and consistent record of strong operating returns mean security for our customers - and opportunities for our employees. You will find Travelers to be full of energy and a workplace in which you truly can make a difference.
Job Summary
Report to Regional Service Manager. Implement service transfer and book rollover deals for all agencies assigned to the regional team. Manage detailed transfer and roll over process with agency, Select field marketing, home office and internal staff. Act as the primary communication link with the agency for all Service Center issues. Regularly gather quality feedback from external sources on service delivery. Coordinate and manage agency visits and sales presentations within the service center. The position description describes the job as it is performed at the highest level of the career path. At the senior level, incumbents must demonstrate in-depth knowledge of the service center, its functions and services available to agents. They must be able to plan and implement complex rollovers of accounts from agencies to the center with only functional guidance from management. They are responsible for the success of the rollover process for their assigned accounts, and serve as trainers for less seasoned employees in the area. They are highly knowledgeable in all program rollover issues, and serve as a technical expert for the service center.
Minimum Qualifications
High school diploma or equivalent required. Minimum 1 year of work experience in operations or insurance required.
Education, Work Experience & Knowledge
2 or 3 years of working experience in operations preferred. Ability to communicate clearly orally and in writing. Strong customer service orientation. Strong knowledge of Property Casualty business and Select products. Keyboard and PC Skills. Strong knowledge of Select business systems and service center processes. Demonstrated documentation and follow-up skills. Project management experience.
Job Specific & Technical Skills & Competencies
Communication: Identify the right issues to be communicated, the appropriate audience, vehicle, and time. Ability to interact effectively at all levels both within and outside the company. Demonstrated use of appropriate language, tone, style, and structure in all communication. Listens carefully and attentively, encourages and accepts others points of view. Business Knowledge: Strong understanding of workflow for service transfers and book rollover in relation to service center, agency, marketing office, and home office areas. Familiarity with related commercial lines functions (i.e., claim, audit, bond, specialty products). Demonstrates understanding of Select products, objectives, and service requirements. Management of Resources: Builds and manages relationships to secure necessary resources not under direct control. Well organized and uses time effectively. Is flexible. Technical Knowledge: Able to effectively use various personal computer software (Excel, etc.) to support scheduling and forecasts. In-depth knowledge of service center and Travelers business systems to ensure smooth rollover of account information.
Equal Employment Opportunity Statement
Travelers is an equal opportunity employer.