Operational Excellence Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee specialized operational processes related to Payments, Renewals, Claims, and Commissions.

• Act as a subject matter expert for intricate operational workflows.

• Manage complex payment and billing operations, which encompass disputes, agency bill accounts, cancellation notices, rescissions, cancellations, reconciliations, refunds, and other specialized tasks.

• Investigate and resolve complicated account and billing issues through thorough analysis and coordination with cross-functional teams.

• Assist with agency bill operations and support agent servicing tasks associated with billing, payment processing, and account management.

• Facilitate complex renewal processes, including inquiries regarding rate increases, underwriting-driven non-renewals, and policy servicing.

• Support intricate claims processes, such as First Notice of Loss (FNOL), expense payments, and finance and carrier account procedures.

• Manage commission-related processes, including reviews, adjustments, reporting support, and outreach for unpaid commissions.

• Lead and assist in special operational projects, enhancing workflows, conducting testing, implementing systems, performing operational reviews, and driving process improvement initiatives.

• Identify areas for enhancing operational efficiency, accuracy, scalability, and customer outcomes.

• Analyze operational trends and recurring issues to uncover root causes and suggest sustainable solutions.

• Ensure operational controls, audit readiness, and data integrity are maintained.

• Develop, document, and uphold operational procedures, workflows, and process documentation.

• Collaborate with Customer Care, Finance, Claims, Underwriting, Product, Engineering, and additional departments.

• Engage in testing, business readiness tasks, system enhancements, and strategic initiatives.

⛳️ Requirements

• A bachelor's degree or a comparable combination of education and relevant experience.

• Over 3 years of experience in insurance operations, payment operations, billing, policy servicing, renewals, claims support, commissions administration, or similar operational roles.

• A Property & Casualty Producer License in the home state or the capability to obtain and maintain the necessary licensing within set timelines.

• Understanding of commercial insurance operations and compliance requirements.

• Experience in managing complex operational workflows, investigations, reconciliations, and transaction processing.

• Strong analytical, organizational, and problem-solving abilities.

• Capacity to juggle multiple priorities in a dynamic environment.

• Proficiency with Microsoft Office applications, particularly Excel and SharePoint.

• Excellent written and verbal communication skills, with the ability to effectively collaborate across various departments.

• Proven track record in identifying process improvement opportunities and contributing to operational excellence initiatives.

• Ability to work independently while ensuring a high level of accuracy and attention to detail.

• Candidates must possess authorization to work in the United States without current or future visa sponsorship.

🏝️ Benefits

• 100% remote work opportunity.

• Health insurance provided through Aetna (we cover 100% of premiums).

• Dental and vision insurance via Guardian (we cover 100% of premiums).

• Basic life insurance (we cover 100% of premiums).

• Access to a flexible spending account (FSA) or health savings account (HSA) (for those enrolled in HSA-eligible plans).

• 401K plan with a 4% match and immediate vesting.

• Flexible PTO policy allowing employees to accrue up to 4 weeks of PTO within their first year.

• Following the first year, PTO usage aligns with company standards and typically does not exceed 5 weeks per calendar year.

• 12 company-paid holidays each year.

• Annual stipend for continuing education.