Client Services Analyst I

The Client Services Analyst provides customers technology support for company products, including assistance in accessing and navigating website applications and software programs, online account setup, and troubleshooting technology-related issues. This role serves as a liaison between customers, agency partners, underwriting teams, and software development staff to ensure a seamless customer experience and effective use of company systems and products.

This position will be with National Indemnity Company in Omaha, NE and is eligible for a hybrid work arrangement at management discretion after six months of employment. This position is not eligible for employer visa sponsorship. The hours for this position will be from 10:30am to 7:00pm Monday to Friday.

What will you do?

• Serve as the primary point of contact for customers regarding technology support matters. Respond to inquiries via telephone, email, and other communication channels, gathering necessary information to resolve issues and answer questions effectively.
• Troubleshoot customer issues related to website applications, software programs, online account access, and other technology products.
• Identify, document, report, and assist in resolving software defects affecting agency partners and insureds. Test software enhancements and fixes to ensure issues are resolved accurately.
• Answer underwriting-related questions regarding commercial automobile and property new business and renewal policies for agency distribution partners.
• Assist agents with navigating online rating platforms, submission workflows, and policy processing systems. Monitor and communicate submission status as appropriate.
• Identify underwriting support concerns and either resolve them independently or escalate them to the appropriate internal resources.
• Participate in the testing and validation of new software applications, system updates, and technology enhancements. Collaborate with software development teams to improve functionality, usability, and customer experience.
• Support management with agency service initiatives focused on improving communication processes, data quality, workflow efficiency, and operational effectiveness.
• Assist with onboarding and training activities for new Client Services team members, including development of training materials and process documentation.
• Train and mentor team members on updated procedures, new systems, and best practices.
• Maintain accurate records of customer interactions, support activities, and issue resolution efforts.
• Contribute to continuous process improvement initiatives through data analysis, feedback collection, and problem-solving efforts.

What are we looking for?

Required Qualifications

• Bachelor's Degree in Business, Insurance, Information Technology, Finance, Statistics, or a related field; or
• Associate's Degree and two or more years of related professional experience.
• One or more years of relevant work experience in customer service, insurance, technology support, underwriting support, or a related field.

Knowledge and Technical Skills

• Proficiency with personal computer applications, including spreadsheet software and database management tools.
• Working knowledge of statistical analysis software and basic programming concepts.
• Knowledge of commercial automobile and property insurance coverages, endorsements, rating methodologies, and underwriting principles.
• Understanding of insurance products, policy administration, and agency operations.
• Knowledge of company guidelines regarding policy acceptability, risk selection, and profitability.
• Understanding of finance, business, statistics, insurance principles, and insurance industry practices.
• Familiarity with agency distribution models, marketing concepts, and customer service best practices.
• Knowledge of company, agency, and departmental policies, procedures, and workflows.

Who would excel in this role?

The ideal candidate will demonstrate:

• Excellent verbal and written communication skills.
• Strong proofreading and quality review abilities.
• Advanced computer proficiency and technical aptitude.
• Ability to learn new systems, products, and processes quickly.
• Strong analytical and critical thinking skills.
• Exceptional attention to detail and accuracy.
• Ability to work independently and manage multiple priorities effectively.
• Commitment to maintaining confidentiality of sensitive information.
• Strong organizational, data analysis, and problem-solving skills.
• Creativity and innovation in developing statistical analyses, reporting solutions, and process improvements.
• A customer-focused mindset with a proactive approach to issue resolution and continuous improvement.