PIA P&C Support Specialist (Tier II)

We are looking for an experienced support specialist to provide high-level assistance for property and casualty insurance products while serving both internal teams and external clients in Rochester, New York. This Long-term Contract position requires someone who can handle complex service inquiries, resolve product-related issues, and maintain strong working relationships across clients, carriers, and internal partners. The ideal candidate brings solid insurance or customer support experience, strong communication skills, and the ability to navigate multiple systems while delivering accurate and timely service.Responsibilities:• Deliver advanced support for property and casualty insurance offerings, including workers’ compensation and bond-related services, for internal and external users.• Handle incoming and outgoing client communications to address questions, troubleshoot issues, and provide clear guidance on supported products and services.• Investigate service concerns thoroughly, document findings, and escalate complex matters to specialized teams when additional expertise is required.• Research and resolve client issues by using internal platforms, reporting tools, and carrier or bureau websites to gather accurate information.• Defuse challenging client situations effectively and alert leadership to urgent matters so appropriate resolutions can be implemented promptly.• Maintain complete and accurate records of interactions, follow-up activities, and service outcomes across all communication channels.• Build productive relationships with clients, insurance carriers, and cross-functional stakeholders to support a positive service experience.• Contribute to process improvement efforts by identifying gaps, recommending practical enhancements, and supporting updates to procedures when needed.• Stay current on insurance regulations, policy updates, product changes, and industry developments to ensure informed and compliant support.• Participate in assigned training initiatives, special projects, and other duties that support the goals of the business unit.