Company Information
Solid reputation, passionate people and endless opportunities. That's Travelers. Our superior financial strength and consistent record of strong operating returns mean security for our customers - and opportunities for our employees. You will find Travelers to be full of energy and a workplace in which you truly can make a difference.

Job Summary
Reports to Business Center Underwriting Manager. Acts as a first point of analysis for commercial insurance policy renewal review. Lines of business include Property, General Liability, Auto, Workers Compensation, and Umbrella for small/mid-size business policies with premiums up to $50,000. Handles internal renewal referrals to review operations, eligibility, claims and other factors, and taking action based on specified guidance/rules. This includes identifying claim trends and/or concerns with insured risks and referring to Business Center Underwriter as appropriate. Works with agent, insured, or other business center areas as needed to provide superior service to customers. Assures all related customer service activities are delivered in a manner consistent with business center customer service and expense management objectives. As part of the hiring process, this position requires the completion of an online pre-employment assessment. Further information regarding the assessment including an accommodation process, if needed, will be provided at such time as your candidacy is deemed appropriate for further consideration.


Primary Job Duties & Responsibilities
Responsible for reviewing business insurance policies, determining operations, ensuring policies are classified correctly, identifying trends or specific claim concerns. Partners with Underwriting team to refer accounts as needed. Communicates with customers and/or agents to gather required information and handle referrals. Refers questions to other specialized units in the business center as needed to provide necessary service and timely response. Analyze and research customer's insurance coverage and identify any changes in exposure or changes in customer business operations. Analyzes renewals and coverage within red flag business rules. Partners with Home Office Agency File Assessment (AFA) team to confirm consistency of policy details and compliance with required file documentation. Participates in projects/assignments, which support Underwriting, Sales, Policy Service and Production objectives with respect to marketing, underwriting, retention and customer service goals. Drives personal accountability by being an active participant in change. Seeks to understand and move through transitions in a positive way that benefits the company and themselves. Supports Small Commercial's retention of renewal business objective by considering every interaction ensuring they are leaving the person feeling 'Secure, Respected, and Cared For'. Provides coaching and assistance to less experienced Associates. Answer questions regarding coverages, internal processes, etc. The incumbents in the Red Flag Service Representative level of the career path are developing expertise in the broad range of duties handled by this position, and are responsible for the delivery of professional service, accurate information, and timely response to incoming telephone or written inquiries from existing customers. They are expected to provide accurate support, within established performance standards and priorities that are responsive to marketing, underwriting, quality, and service goals. They function with moderate supervision, handle referrals, problems and issues according to guidelines and business rules.


Minimum Qualifications
High School Diploma or equivalent required.

Education, Work Experience & Knowledge
Associate's or Bachelor's degree preferred. Sound math skills and proven analytical ability. Demonstrated ability to communicate clearly in person and on the telephone. Systems expertise to support the servicing /administration of CL accounts including word processing, spreadsheet applications, and mainframe systems as required.


Job Specific & Technical Skills & Competencies
Communications: Delivers information accurately. Expresses ideas clearly, concisely and logically. Listens carefully and attentively. Handles difficult questions well. Identifies the right issue to be communicated and to the appropriate audience and time. Uses appropriate language, tone, style and structure in all communication. Able to establish rapport via telephone with numerous field office underwriters and management staff. Business Knowledge: Strong knowledge of Commercial Line products and underwriting. Understanding of related Commercial Lines functions/products (i.e., claims, audit, bond, billing, specialty products). Able to recognize market conditions (price/product) based on marketing office and region and take appropriate action. Strong knowledge of different state regulations for multiple states and product lines. Decision Making/Problem Solving: Creatively approaches problem solving and utilizes existing methods to resolve clients needs. Customer Focus: Consistently acts with a sense of urgency. Demonstrates a commitment to superior service. Interacts positively with all customers including challenging customers. Technical Knowledge: Possess strong background in the fundamentals of underwriting. Understands and adheres to underwriting standards based on region and marketing office. Demonstrates skill in utilizing multiple systems (i.e., Issue Express, CMS, Folio, Generate etc.). Interpersonal Skills: Ability to work independently and in a team environment. Is accountable for decisions, actions, and performance. Manages own workload. Demonstrates confidence in selling appropriate coverage and in handling counseling issues.

Equal Employment Opportunity Statement
Travelers is an equal opportunity employer.
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