Insurance Svc Analyst

Insurance Servicing Analyst

The Insurance Servicing Analyst is responsible for managing escalated insurance servicing items and complex inquiries. This role investigates issues raised by clients, agents, and internal teams, performs root-cause analysis, partners with stakeholders to drive timely resolution, and identifies opportunities to improve processes, controls, and client experience. The analyst will also support special projects and reporting/exception management to ensure compliance and operational excellence.

Responsibilities include serving as an escalation point for insurance servicing issues and complex inquiries from clients, agents, and internal partners, ensuring timely, accurate resolution. Conduct outreach to clients and/or agents as needed to obtain documentation, clarify coverage details, resolve discrepancies, and communicate resolution/status updates. Perform root cause analysis on recurring issues (process gaps, system issues, documentation errors, follow-ups, etc.) and recommend corrective/preventive actions. Own intake/triage for escalations (mailbox/queue), prioritizing by risk, aging, and impact; drive items to closure with clear documentation. Partner with cross-functional teams to research, resolve, and close exceptionsensuring adherence to policy, regulatory requirements, and servicing standards. Review and manage exception reports, identify trends, escalate emerging risks, and track remediation to completion. Support special projects (process enhancements, operational readiness, reporting, audit/exam support, training materials, and other initiatives as assigned). Identify and implement process enhancements to reduce rework, improve turnaround times, strengthen controls, and enhance the client/agent experience. Perform Quality Control / targeted reviews of internal processes where needed. Assist with flood renewal policy outreach, as needed, including agent follow-up and coordination to support timely renewals.

Required qualifications, skills and capabilities include prior insurance experience (e.g., insurance servicing, policy/coverage review, insurance tracking, or related loan servicing/operations experience involving insurance). Proven ability to manage escalations and drive issues to resolution across clients, agents, and internal partners. Strong analytical, problem-solving, and root cause investigation skills; ability to identify trends and recommend corrective actions. Excellent written and verbal communication skills; able to communicate clearly with stakeholders across levels. Strong organizational skills and attention to detail; able to prioritize, manage aging items, and maintain accurate documentation. Ability to work quickly and accurately in a fast-paced, high-volume environment. A curious, continuous-improvement mindset with the ability to "go deep" to understand issues and prevent recurrence. Strong interpersonal and collaboration skills; able to partner effectively across teams and functions. Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).

Preferred qualifications include knowledge of non-flood insurance guidelines (hazard/wind/other lines) and general commercial insurance concepts. Familiarity with flood insurance concepts and/or the National Flood Insurance Program (NFIP) and GSE (FNMA/FHLMC) insurance requirements. Experience with exception reporting, operational controls, audit support, or process improvement methods.