The Operations Support Technician – Underwriting Operations is responsible for insurance department rate, form and rule filings, as well as notifying agents, the branch offices and third party vendors of changes/approvals pertaining to rate and form filings.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES OF THE OPERATIONS SUPPORT TECHNICIAN

 

Troubleshooting and Problem Resolution:

Provides application help desk and incoming call support.  Researches issues to identify specific problems.  Within scope of knowledge and assigned applications, independently works to resolve basic or routine problems and develops a course of action for correction.

 

Documentation:

Updates systems reference and user training manuals and Job Aids.  

Develops training material or Job Aids for minor system entry procedures.

Provides input on agency and office communications.

Posts updates to KeyWeb and PennConnect.

 

Training:

Trains less experienced staff and new employees on new activities as assigned 

 

Client Interaction:

Follows direction or guidance provided by Manager and Home Office Underwriting Product Manager, for assigned insurance department filings, interacts with Home Office Underwriting Staff to clarify and confirm project expectations; seeks understanding of upcoming requests; and when issues occur, provides input on how issues may be resolved.

Interacts with processing and underwriting offices, to resolve production problems.   

Incoming support requests (calls / emails from processing and underwriting offices) – regularly assigned to department Help Desk and email folders for assigned systems.  

Responsible for all insurance department rate and form filings, as well as notifying agents, the branch offices and third party vendors of changes/approvals pertaining to rate and form filings.

Responsible for the analysis of insurance department, bureau or other regulatory circulars, to include a working knowledge of applicable policy coverages, rating, rating rules, rate filings and rate development, individual state requirements for filing purposes, applicable state statutes and underwriting rules.

Provides support to the branch offices on rates, rules, rating procedures and forms.

Responsible for updating/developing technical manuals (rating and core skills) that accompany rate, rule or underwriting guidelines; and ensuring their timely implementation.

Responsible for using the electronic filing system (SERFF), including monitoring insurance department questions, objections and approvals, and providing status reports on multi-state filing activities.

Responsible for updating Company internal and external Web sites for forms, exception pages, and Job Aids.

Researches and monitors regulatory web services such as Authentic Web, Oden, Compliance ware, FMCSA, etc.  for compliance with  cancellation, nonrenewal and other policy provision statutes.

Trains less experienced staff and new employees on new activities as assigned.

 

Other:

Provides assistance on other projects/duties as assigned.

Performs miscellaneous clerical duties as assigned.

Participates in self-development to maintain the currency necessary to perform the duties of the position.

Performs other duties as may be assigned.

 

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

 

Why Penn National Insurance

A career with Penn National Insurance offers a total rewards package that makes us a regional employer of choice.  When you are part of the Penn National Insurance/Inservco family, we want you to feel secure in:

     Your Career: We offer a comprehensive benefit and compensation package including a generous 401k match, graded profit sharing, recognition programs, and incentive compensation.  Additionally, Penn National Insurance company policy provides for remote access, flex-scheduling, and a dress-for-your-day dress code.

     Your Employer: Penn National Insurance celebrated its 100^th anniversary in 2019.  With the $1 billion direct written premium threshold in sight, the company is utilizing innovation solutions and analytic insights to grow its share of the small commercial and middle market business, as well as personal lines.  Our proud tradition of adhering to a relationship-driven business model, and our ability to adapt to changes over time reinforce our reliability and strength.

     Your Community: The Company and our employees donate more than $500,000 annually to fund enrichment programing throughout the communities we serve.  Our United Way campaign raised an additional $350,000 last year.  We are also taking real steps to decrease our environmental impact.  We have added bicycle accommodations, enhanced energy efficiency, introduced water conservation measures, and implemented cool-roof technology.

     Your Future: We create a rewarding career path and enable long-term retention by offering enhanced benefits around continuing education and professional development.  The average employee tenure at Penn National Insurance is 14 years!

 

QUALIFICATIONS FOR THE OPERATIONS SUPPORT TECHNICIAN

 

Education/Credentials:

Associates degree required or 2 years comparable work experience required.

Continuing education and self-improvement in insurance related courses such as IIA, CPCU, etc. preferred.

 

Experience:

Prior experience with insurance department filings, as well as preparation of rate pages and manuals preferred.

Microsoft Word, Excel and Outlook.

Demonstrated multitasking skills.

Demonstrated ability to work in a team environment.

Demonstrated customer service skills.

Demonstrated verbal and written skills.

Working knowledge of applicable policy coverages, rating, rating rules, rate filings and rate development, individual state requirements for filing purposes, applicable state statutes and underwriting rules.

Demonstrated ability to interpret manual rating rules and apply that knowledge.

Good proof-reading skills.

 

JOB REQUIREMENTS (as required by ADA)

This position is primarily a sedentary position that requires occasional standing and walking throughout the office environment.

Ability to hear and communicate via the telephone and/or monitoring devices to both internal and external clients.

Ability to maintain acceptable attendance and adhere to scheduled work hours.

Ability to interpret and apply concepts based on established guidelines.

Must have the ability to communicate effectively both orally and in written format.

Must be able to operate a computer, keyboard, applicable printers and other general office equipment.