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Operations Support Specialist - Akron, United States - Cfins
Description
** Operations Support Specialist**
**Job Category****:** Home Ops **Requisition Number****:** OPERA02262 Showing 1 location **Job Details**
**Description**
Who we are:
With a proud history going back to 1822, Crum & Forster provides accident & health, specialty and standard commercial lines insurance products through our admitted and surplus lines insurance companies.
ASPCA Pet Health Insurance, part of C&F Pet Insurance Group, is a member of the Crum & Forster Enterprise. As the fourth largest pet insurer and the second oldest, C&F Pet Insurance Groups mission is to help pets across the nation live longer, happier, healthier lives. Our office is located in Akron, Ohio and is home to a full complement of departments and a team of highly skilled and diverse individuals. C&F Pet is a winner of the NorthCoast 99 Best Places to Work in NE Ohio, six years running.
We feature a business casual, dog friendly work environment in a modern office space. We are always on the lookout for bright, hardworking people who want to join our team
Learn more:
Summary of Position:
The Operations Support Specialist focuses on resolving issues in real time in support of other departments. In addition, this position works on reporting, audit and testing, and partners closely with Contact Center, Claims, Partner, Finance and Testing.
Principal Duties & Responsibilities:
Assist the Operations Support team with duties such as but not limited to:
+ Complete manual processes that cannot be completed by the Contact Center Rep in real-time while on the phone with customers including:
Plan Changes (grace period and midterm upgrades and downgrades)
Cancel refunds that are not automated
Customer account updates (address, email, phone)
RunTeam tickets including coverage adjustments for waiting periods, correcting claims reimbursements (ACH) as needed
Data Change Request (DCRs)
Assist with audits of Operations systems, processes, business rules and other relevant data on a regularly scheduled basis
Responsible for monitoring Operations requests reports and working the queue of requests in a timely and accurate fashion
Responsible for documentation of procedures and standards for Operations processes
Assist Operations Management as needed, in order to ensure efficient Operations processes and procedures are developed, tested, and conducted consistently, and that continuous improvement principles are applied throughout Operations
Escalate unresolved issues as appropriate to facilitate swift resolution
Meet objectives at agreed-upon quality standards and on time. Accountable for prioritizing and completing multiple tasks under tight deadlines to meet/exceed performance metrics
Adherence to departmental and company policies and procedures to ensure compliance and integrity are maintained at all times
Research and solve problems quickly and accurately; exercise sound independent judgment-make decisions that maintain the integrity of the company. Assist other team members and other departments within the company with response and resolution to questions
Provide best in class customer service to our internal customers
Monitor queues to ensure goals are being met. Self-manage priorities and self-source resources
Readily adapt to change and integrate new knowledge, policies, procedures, and regulations in our fast-paced and constantly improving environment
Share expertise and their own best practices with peers
Perform other duties as assigned by supervisor
Key Competencies:
Self-starter with the ability to work independently
Excellent analytical, problem-solving skills, independent judgement and critical thinking aptitude
Strong computer and math aptitude
Strong attention to detail, proofreading skills
Ability to multi-task
Effective time management
Organized
Able to work in a fast paced environment
Flexible; adapts easily and professionally to change
Team orientation and collaborative across departments
Excellent oral and written communication skills
Service oriented
Professional and courteous - maintain composure and approachability when dealing with the fast pace, constant interruptions and stressful conditions
Excellent telephone and email etiquette
Maintain high level of confidentiality
Life-long learning - pursues opportunities for training to develop new skills and/or increase effectiveness
Requirements:
High School Diploma or equivalent required
**Strong technical aptitude knowledge of basic SQL preferred**
Demonstrated experience with Excel and database programs
Understanding of accounting and/or reconciliation functions
Working Conditions:
Frequent sitting as well as the ability to move about all areas of the companys building. Regular and prompt attendance is essential. Must have the ability to interact as a professional with others and all external company contacts.
What We Provide:
Competitive compensation package
Excellent benefits that go beyond health, dental & vision. Our Wellness programs focus on your familys complete wellness, including your physical and mental wellbeing
Generous 401K employer match
Employee Stock Purchase plan with employer matching
Generous paid time off
Work from home
Tuition Reimbursement
A core C&F principle is that you manage your career. To support your development, we have a wealth of ways for you to keep learning, including tuition reimbursement, industry related certifications and professional training available to you
A dynamic, ambitious, fun and exciting work environment
A spirit of social responsibility, matching donation program, volunteer opportunities, and an employee driven corporate giving
At C&F you will BELONG We value inclusivity and diversity. We are committed to providing equal employment opportunity and welcome everyone regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you require a special accommodation, please let us know.
#LI-RT
**Qualifications**
**Skills**
**Behaviors**
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**Motivations**
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**Education**
**Experience**
**Licenses & Certifications**
