MUST HAVE AN INSURANCE BACKGROUND!!

Rue Insurance’s Quality Assurance Coordinator is responsible for day-to-day operational components of the service delivery model, assisting with implementation of work standards that ensure the service team is working effectively and efficiently. The Quality Assurance Coordinator is expected to consistently provide excellent support to the Management and Operations staff as requested and provides high-level support to other service team members as a primary resource to Epic, regarding accounting and utilization issues. This role trains both new and existing colleagues on the Agency’s procedures as well as Agency Management System (Epic) utilization, features, and workflows. The focus of this role is on providing a high-level support to both groups by planning, coordinating, and providing records, reporting, information management, and systems support. The Quality Assurance Coordinator will identify training needs from Quality Assurance Auditing results, review existing training materials and provide ongoing training on systems, processes, and tools, and coordinate with appropriate outside resources to conduct training classes and create resources. The QAC will maintain the repository of resources, ensuring the most up-to-date workflow tools are easily accessible and provide continuous improvement of learning opportunities to ensure maximum development of all colleagues of the firm. Quality of work must exemplify the best-in-class service standards established by Rue Insurance at all times.

Reports to: COO

Work Schedule & Classification: Full-time, salaried non-exempt position

Duties & Responsibilities include, but are not limited to the following:

WORKFLOW/QUALITY CONTROL

• Assist with development and implementation of workflow alignment efforts
• Ensures workflows, processes, and procedures meet quality standards through regular testing.
• Account auditing through use of reporting, as well as individual electronic file review.
• Conduct investigations, participate in projects, and provide direction and guidance to the business segment for the resolution of identified weaknesses or deficiencies.

PROJECTS

• Maintains and expands project knowledge base and identifies potential issues and/or opportunities. Assist with designated parts of new system rollouts.
• Assist Project Manager for data conversions, Applied contracted projects, and configuration projects
• Develop project templates, etc

TRAINING/ONBOARDING

• Assist Manager and Team Leads with Staff development through training of new hires and existing employees.
• Hold Monthly Team Meetings as needed to reinforce workflows, systems, processes.
• Implement training agenda
• Maintain epic links and section of the Intranet with learning resource library and tools.
• Regularly assess / survey training effectiveness to ensure incorporation of taught skills and techniques into employee work practices.

EPIC ADMINISTRATOR

• Responsible for security design, build and maintenance, configuration, user requests, reporting, Epic and all integrated products support contact, maintenance reviews, system upgrade reviews.
• Lead policy download team. Manages the daily download suspense files and troubleshoots issues as needed
• Assist with implementation of all ancillary Applied and 3rd party products including DocuSign (other future products implemented)
• Main report writer, designer, and data quality expert. Applied Analytics main point of contact. Review, validate, and roll-out dashboards.
• Participates on numerous Applied stakeholder groups, Applied Client Network, Applied Epic Product Advisory Committee, Download Committee, Sprint Reviews, etc.

OTHER SYSTEMS

• Maintains client portals, updating content on a regular basis.
• Manage the process for carrier logins:
• Manage new users in service teams.
• Update carriers with any agency changes.
• Deactivate termed users and regularly review agent list for accuracy.

ACCOUNTABILITIES

• Appropriately escalates key issues and information to the Management Team.
• Maintains and expands project knowledge base and identifies potential issues and/or opportunities.
• Properly engages management team and the operations team in new process development as needed.
• Make recommendations on internal tools to gain efficiencies in service.
• Ensure all work product is timely and accurate
• Build and maintain strong internal and external relationships
• Perform all other duties or projects as assigned by management

Qualifications & Education:

• Current Property/Casualty Licenses, as applicable
• 5+ years Commercial account management experience with agency or insurance company required
• Professional insurance designation(s) preferred
• High School Gradute required, Bachelor’s Degree preferred
• Demonstrated functional and technical knowledge of Commercial lines, Personal Lines, Employee Benefits core and specialty insurance coverages, policy structure, and practical application to client operations and exposures required
• Proactive concierge-level customer service mindset and skills, with demonstrated problem resolution capability
• Excellent data entry and written, verbal, and interpersonal communication skills, including ability to create professional business correspondence and to create clear, detailed, meaningful descriptions and notes in agency management system
• Above average math skills with ability to rate insurance policies and analyze and resolve audits and billing discrepancies
• Team player with ability to also learn and work well independently without regular supervision, and accept accountability
• Professional appearance and demeanor, and positive attitude
• Ability to operation in a time sensitive environment, with a sense of urgency when required
• Exceptional organizational, critical thinking, and analytical skills, with strong attention to detail and demonstrated ability to prioritize and operate strategically and effectively in a fast-paced environment
• Intermediate computer aptitude and skills including proficiency with Microsoft Office (Word, Excel, Outlook, and PowerPoint)
• Advanced Applied Systems Epic aptitude

Physical Requirements: Must be capable of sitting for a long period of time, occasional walking and driving. No lifting required.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• No nights
• No weekends

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• Township of Hamilton, NJ 08619: Reliably commute or planning to relocate before starting work (Preferred)

Education:

• High school or equivalent (Preferred)

Experience:

• Commercial Lines account management experience with agency: 5 years (Preferred)

License/Certification:

• Property & Casualty License (Required)

Work Location: One location

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