Renewal Specialist - Liaison

About the role

Primarily responsible for expediting agent issues by analyzing internal business factors to produce immediate solutions. Assists agents with inquiries related to underwriting rules, procedures, regulations, and audit issues. Mentors Renewal Specialists with complex agency/insured questions and policy information. Reviews policy structures to determine if changes need to be made to stay in compliance with bureau rules and regulations. Trains new Renewal Specialists. Provides customer service to agencies and policyholders related to complex inquiries, policy, and audit information.

Responsibilities

• Analyze and examine agent issues to resolve them immediately through completing all internal processes for a quick resolution.
• Specialize in working with agency CSRs to provide a high touch level of service to create strong agent loyalty.
• Function as a liaison with the service center and audit to ensure internal processes and procedures are current.
• Identify solutions for multiple or cross-functional business areas.
• Understand the direction of the overall industry and evaluate the related impact.
• Coordinate with various internal departments and personnel to provide agent answers and assign personal contacts for resolution concerning Accupremium, Group Programs, and Claims.
• Respond to complex policy inquiries and provide direct customer service to agents by assisting with interpretation, application, and communication of rating algorithms, policy contracts, workers compensation laws, Manual Rules Experience Rating calculations, Anniversary Rating Dates and multiple and conflicting state factors/rules.
• Educate agents on systems and liaise with the help desk for quick resolution of technical problems and system issues.
• Investigate and liaise with agency relations for thorough agent onboarding and producer access.
• Cultivate and enhance relationships with agency CSRs to promote long-term growth and increase retention.
• Calculate, prepare, and develop renewals using corporate underwriting guidelines within their letter of authority.
• Determine renewal eligibility for policyholders and develop appropriate pricing based on loss history, audit results, STI, PM scores, and hazard exposures.
• Analyze and review renewal accounts for insurability and accept within letter of authority; recommend declinations to BDC.
• Formulate and approve repricing needs requested by the agent or in the renewal process, including multi-state repricing, in-depth knowledge of each BDC’s repricing renewal needs, and working with state rate reductions/increases to maintain profitability on renewals.
• Reprice renewals due to competition or market fluctuations to retain profitable accounts by adding/removing schedule credit/debit or moving it from one company tier to another.
• Evaluate group program renewals to incorporate proper placement of renewal accounts in or out of the program based on pricing needs, eligibility of the program, and loss history.
• Serve as back-up to BDCs for phone and email inquiries regarding renewal business while BDC is out of office, including documentation of records and briefing BDC on pertinent issues upon return.
• Assess claim history of indemnity and medical claims; compose a summary of details relating to complex claims to add to the underwriting file.
• Train and mentor working out of class staff as well as new Renewal Specialists, encompassing job duties, repricing, agency relationships, and managing the renewal book of business.
• Compose written correspondence to internal staff, agents, and policyholders; make appropriate decisions based on interpretation of policies and procedures.
• Correct policy structures based on audit findings to stay in compliance with Accident Fund’s and/or bureau rules and regulations.
• Foster agency relationships by providing timely responses to renewal pricing, policy inquiries, service issues, and audit issues.

Qualifications

• Education Required: Bachelor’s degree in insurance and/or a related field with progress towards or completion of Insurance Institute of America (IIA) or other insurance-related designation(s). Successful completion of business writing course required. Combinations of education and experience may be considered in lieu of formal education.
• Experience Required:
  • Two years experience with Accident Fund Insurance Company of America as a Renewal Specialist – Small Accounts, or equivalent Accident Fund experience that provides the necessary skills.
  • OR Bachelor’s degree in business, insurance or related field with progress toward or completion of Insurance Institute of America (IIA) or other insurance-related designation(s) and four years relevant experience servicing agencies and policyholders as it relates to rules, procedures and regulations, policy and audit information; reviewing, approving, and declining endorsement requests; maintaining compliance with bureau rules and regulations.

Skills, Knowledge, and Abilities

• Ability to recognize and negotiate solutions for unique requests.
• Knowledge of state-specific underwriting and audit rules and concepts; workers compensation classifications and procedures; and application of manual rules across all core and non-core states and regulatory authorities.
• Ability to think proactively and independently with a long-term perspective in addressing customer’s needs.
• Demonstrated technical knowledge of policy exposures, implications of changes, and identifying unique situations.
• Ability to work effectively in a multi-functional, multi-state business unit.
• Basic understanding of the workers compensation claims process as it relates to the underwriting process.
• Knowledge of workers compensation underwriting terminology and concepts.
• Excellent verbal and written communication skills.
• Strong interpersonal skills and the ability to create and maintain mutually beneficial relationships with working partners.
• Knowledge of eLink or other agency rating tool and online portals.
• Excellent organizational skills and ability to prioritize work; manage multiple priorities and meet established deadlines.
• Knowledge of word processing and spreadsheet software with accurate input ability of 40 wpm.
• Basic knowledge of database software.
• Strong analytical and problem-solving skills.
• Knowledge of multi-line telephone system and ability to process transactions on core processing systems.
• Ability to enter alpha/numeric data accurately and proofread documents for accuracy of spelling, grammar, punctuation, and format.
• Excellent math skills with the ability to use a ten-key adding machine.

Preferred Qualifications

• Thorough knowledge of state-specific underwriting and audit rules, procedures, and workers compensation classifications in multiple states.
• Completion of Certified Authority on Workers Compensation (CAWC) preferred.
• Successful completion of business writing course preferred.
• Master’s degree preferred.

Working Conditions

Work is performed in an office setting with no unusual hazards.