Quality Assurance Specialist I Job at Brown & Brown Insurance
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Job Title: Quality Assurance Specialist I
FLSA Status: Non-Exempt
Department: Quality Control
Reports to: Quality Supervisor and/or Manager
SUMMARY:
Responsible for performing both standard and complex quality reviews to ensure staff is updating insurance information accurately and taking calls according to the client’s specifications for one of the following areas: Data Entry, Loss Drafts, PMI and Call Center. Key elements are reviewed from the document image and compared to the updated performed in IIM, Loss Drafts module, EasyTrack and the client(s) servicing system. Calls are audited to ensure the CSR is following the requirements as outlined in the business rules.
Essential Duties and Functions include the following. Other duties may be assigned.
- Must have a clear understanding of all processes and various servicing platforms
- Must understand the clients’ business rules
- Must have insurance document experience and understand the lender placed process
- Must understand the Loss Draft process if applicable
- Must understand the PMI process if applicable
- Must understand all processing procedures to ensure information is updated accurately and production metrics are reached
- Must be able to compile and document discrepancies to be used for training and trend analysis
- Must be able to identify error trends within processes and report to leadership
- Must display attention to detail
- Must be able to prioritize workflow and work in a fast-paced environment
- Works well in a team environment
- Ability to assist with questions from the team
- Ability to participate in additional training for the team
- Produces quality work and meets production metrics
- Perform additional duties as necessary
Competencies:
- Planning/organizing—the individual prioritizes and plans work activities and uses time efficiently.
- Interpersonal skills—the individual maintains confidentiality, remains open to others' ideas and exhibits willingness to try new things.
- Oral communication—the individual speaks clearly and persuasively in positive or negative situations and demonstrates group presentation skills.
- Written communication—the individual edits work for spelling and grammar, presents numerical data effectively and can read and interpret written information.
- Problem solving—the individual identifies and resolves problems in a timely manner, gathers and analyzes information skillfully and maintains confidentiality.
- Quality control—the individual demonstrates accuracy, thoroughness, and monitors own work to ensure quality.
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
Required:
- High School Diploma; equivalent work experience helpful
- Strong organizational and analytical skills
- Proficient in Windows based environment – specifically Word, Excel, and Access
- Quality/Production must meet or exceed standards
- Attendance, professionalism, and a positive attitude must be maintained
- Quality, insurance, and claims experience a must
- Mortgage servicing and data entry experience a must
Physical Requirements Necessary on a Regular Basis:
- Repetitive motion. Manual dexterity, arm, and upper body range of motion sufficient for use of a keyboard, mouse and telephone 7-8 hours per day.
- Speech and hearing sufficient for in-person and telephone communication 7-8 hours per day.
- Vision sufficient for use of a computer monitor.
- Sedentary work. Ability to sit at a desk 7-8 hours per day.
- Worker not substantially exposed to adverse environmental conditions
Proctor Loan Protector is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, ethnicity,
religion, sex, national origin, gender identification or sexual orientation, disability, protected veteran status or any other classification protected under law.
This job description is not meant to be an all-inclusive statement of the duties of the position listed above. Other appropriate duties may be required from time to time.
We are an Equal Opportunity Employer. We take pride in the diversity of our team and seek diversity in our applicants.
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