Business Analyst

Coverage Verifier Position

Coverage Verifier is a contributory database that provides insurers with information on existing and prior insurance coverage of applicants or insureds. The system supplies a wealth of policy-level information that can be used to make better risk-selection and support sophisticated market pricing and segmentation. The core duties of this position are to manage all day-to-day operations involving customer data contribution, process improvements, and carrier onboarding for the Coverage Verifier suite of products. Daily responsibilities include quality assurance of data, ad hoc report creation, interacting with customers to resolve disputes, analyzing data to determine trends and patterns for presentation to management, product testing and implementation of enhancements. Collaborate and build relationships with colleagues and clients, thrive in an environment of high-performance customer service, and enjoy building/improving operations and processes. The ideal candidate is extremely dependable, organized, detail oriented, has exceptional communication and time management skills, and always focuses on providing excellent customer service.

Responsibilities

• Implementation and setup of new customers; support of existing customers; data loading and processing; production of management reports; design and implementation of acceptance test plans
• Create and maintain documentation that will support the effective implementation of repeatable processes and workflows
• Analyze the quality of data received from customers, data providers and other sources, and recommend actions for data quality improvements.
• Work closely with the Operations Management staff in the development, implementation, maintenance, and regular distribution of useful measurement reports that will have high visibility at the leadership and executive level.
• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Troubleshoot and resolve escalated customer issues.
• Maintain detailed and accurate records of customer interactions and transactions.
• All of these functions must be managed in an environment of high-performance customer service as captured by different measures of customer satisfaction

Qualifications

• College Degree or equivalent work experience required
• 3+ years of business-to-business customer support experience with a strong customer focus and attention to detail.
• Ability to demonstrate analytical skills, exacting attention to detail and problem-solving skills required.
• A general understanding of P&C insurance is helpful.
• Strong problem-solving abilities and attention to detail.
• Proficiency in MS Office, particularly Excel.
• Ability to work independently and as part of a team.
• Ability to interpret and track state specific requirements.
• Excellent oral and written communication skills
• Up to 5% travel may be required