PIA P&C Support Specialist (Tier II)

Job Description

Job Description

We are looking for an experienced support specialist to deliver high-level assistance for property and casualty insurance products in Rochester, New York. This Long-term Contract position focuses on resolving complex client and internal inquiries, providing dependable service across workers’ compensation and related insurance offerings, and ensuring accurate communication throughout each case. The ideal candidate brings strong customer support experience, sound problem-solving skills, and the ability to build confidence with clients, insurance partners, and internal teams.

Responsibilities:
• Provide advanced support to internal teams and external clients by addressing questions and resolving issues related to property and casualty insurance products, including workers’ compensation and bond-related services.
• Handle incoming and outgoing communications as needed, ensuring each interaction is managed effectively and documented thoroughly.
• Investigate client concerns, analyze product or service issues, and determine appropriate next steps to achieve timely and accurate resolution.
• Escalate complex or unresolved matters to specialized personnel when additional technical or subject-matter review is required.
• Maintain strong working relationships with clients, insurance carriers, and cross-functional partners to support a positive service experience.
• Use internal platforms, reporting tools, and carrier or bureau websites to research inquiries and provide informed responses.
• Identify opportunities to improve workflows, recommend procedural updates, and contribute to the development of more effective support practices.
• Stay current on product updates, policy changes, regulatory requirements, and broader insurance industry developments that impact service delivery.
• Participate in assigned training initiatives, team projects, and other duties that support business objectives.• High school diploma required.
• At least 2 years of customer service experience or insurance-related experience.
• Demonstrated ability to manage complex support issues with professionalism, accuracy, and sound judgment.
• Working knowledge of property and casualty insurance concepts, including workers’ compensation, is preferred.
• Strong verbal and written communication skills, with the ability to document interactions clearly and completely.
• Experience using multiple software applications, web-based resources, and reporting tools in a service environment.
• Ability to de-escalate client concerns, prioritize urgent matters, and involve management when appropriate.
• Proven ability to learn new procedures, adapt to policy changes, and remain effective in a fast-paced support setting.