Shared Services Technical Support Representative - Hybrid

About Us

Overview

Works with Agents and regional personnel to ensure efficiency and client satisfaction and effectively delivers advanced technical support and training for our Billing, Underwriting, Claims systems and online platform that allows policyholders to access insurance related services. Resolves agent issues and handles complex transactions using strong problem-solving skills and independent judgment to provide proactive customer service and business analysis. Provide valuable input to the supervisor to assist in developing and refining the department's strategy. Assists with data analysis and trend anaylsis with the use of our incident management system and our system that provides data insights for contact center operations. Acts as a communication liaison with regions, agencies, and employees who are responsible to oversee the development and success of a product.

Responsibilities

• Assists agents via email and phone calls including screen sharing, with queries related to our Billing, Underwriting, Claims systems and online platform that allows policyholders to acess insurance related services.
• The ability to reconstruct policy activity based on knowledge of automated systems and company operations. Uses source systems to support service delivery. Reports errors via our incident management system and conduct appropriate follow up to provide problem resolution. Recognizes opportunities and makes appropriate recommendations to management to reduce agent inquiries by changing departement practices or products.
• Provide advanced technical support to agency staff to troubleshoot technical support issues involving Selective and third party vendor systems. When applicable, email agents to provide them with training material for future reference.
• Identifies / recommends automation enhancements essential to success of agency utilization of Selective systems including, but not limited to Billing, Underwriting, Claims systems and our online platform that allows policyholders to access insurance related services.
• Recognize opportunities to reduce agent / field staff queries on frequently asked questions (e.g. password reset), provide appropriate recommendations to management and implement approved recommendations.
• Participate in development of video training modules and reference guides.

Qualifications

Knowledge and Requirements

Total Rewards

Selective Insurance offers a total rewards package that includes a competitive base salary, incentive plan eligibility at all levels, and a wide array of benefits designed to help you and your family stay healthy, achieve your financial goals, and balance the demands of your work and personal life. These benefits include comprehensive health care plans, retirement savings plan with company match, discounted Employee Stock Purchase Program, tuition assistance and reimbursement programs, and paid time off plans. Additional details about our total rewards package will be provided during the recruiting process.

The actual base salary is based on geographic location, and the range is representative of salaries for this role throughout Selective's footprint. Additional considerations include relevant education, qualifications, experience, skills, performance, and business needs.

Pay Range

USD $69,000.00 – USD $95,000.00 / Yr.

Additional Information

Selective is an Equal Employment Opportunity employer. That means we respect and value every individual's unique opinions, beliefs, abilities, and perspectives. We are committed to promoting a welcoming culture that celebrates diverse talent, individual identity, different points of view and experiences – and empowers employees to contribute new ideas that support our continued and growing success. Building a highly engaged team is one of our core strategic imperatives, which we believe is enhanced by diversity, equity, and inclusion. We expect and encourage all employees and all of our business partners to embrace, practice, and monitor the attitudes, values, and goals of acceptance; address biases; and foster diversity of viewpoints and opinions.

J-18808-Ljbffr