ACCOUNTING OPERATIONS ANALYST
POSITION SUMMARY:
The Accounting Operations Analyst position will support the daily premium and claim accounting processes while also creating reports, scripts and dashboards to identify and solve billing and payment exceptions using query and Sequel. They must be accurate, detail oriented, analytical, and innovative to review data and identify trends with key performance indicators (KPI’s) that support future enhancements to the billing system and overall processes within accounting operations. This role will collaborate with a variety of stakeholders within the company on project planning, testing and procedural changes. Strong communication skills focused on customer service to achieve successful business outcomes with customers, agents, and internal stakeholders.
PRINCIPAL ACCOUNTABILITIES:
Job Knowledge
Review incoming electronic payment files and refer to underwriting for decision-making. Understand billing and payment history to respond to customer and agent inquiries. Build, encrypt, send, retrieve, and decrypt files for the purposes of EFT, E-Bill, and E-Pay processes. Adapt to changing processes resulting from file automation and scheduling. Review, document and post payments, adjustments, returns and re-submissions. Facilitate the issuance of claim payments, support void process and update knowledge of processes as new payment initiatives are implemented. Review daily reporting to understand and process policy status transactions, moves and write-offs. Operate the Canon remittance processor including the end of day ICL process and reporting. Follow an approval process for accepting late payments
Execute standard data analysis in support of billing and payment review. Devise and evaluate procedures to identify exceptions that ensure data integrity of billing cycle. Set up and maintain Sequel dashboards for the team and others. Share Sequel knowledge and skills with peers and collaborate with cross-functional teams, bringing an enhanced understanding of available data, analyses, and process improvements. Prepare quarterly management report on billing and payment statistics using Excel and Sequel. Use of spreadsheets, including pivot tables, macros, and import/export functions to improve workflows. Participate in company projects, user acceptance testing and prepare methods to identify exception handling. Write System Information Requests for IT group to investigate exception items with support data. Create basic cost-benefit analysis for recommendations to improve processes or to add functionality to systems. Prepare ad hoc reports as needed.
Communication
Respond to phone calls, emails, and correspondence by listening and responding to customers’ needs professionally. Be open to ideas and concepts presented by others. Prepare correspondence addressing billing changes resulting from payment returns or incomplete enrollment forms. Contact other departments or agents to resolve problems.
Productivity
Prepare payments for entry using lockbox, image processing and batch application methods. Open and distribute department mail. Assist in department workflow, recycling, and retention projects as necessary.
JOB REQUIREMENTS:
EDUCATION:Bachelor’s degree in business administration with Concentration in Management Information Systems or Finance, preferred.SKILLS:Close attention to detail.Analytical and organizational skills.Communicates, verbally and in writing, in a professional manner. Sequel Viewpoint experience, dashboarding work and analysis. Experience with Windows-based PC applications
The Assistant Vice President of Claims is responsible for leading and motivating the managers and staff of the Auto and Subrogation Claims Unit within the Claims organization. The large unit is comprised of auto physical damage, first/third party injury, and subrogation. The Assistant Vice President will execute programs to ensure fair and appropriate handling of Claims while maintaining high service and performance standards. They ensure their unit follows regulations and Company policy. The Assistant Vice President of Claims serves as a leader who positively influences their unit to adapt to change, creates an environment of teamwork, and entrepreneurial spirit. Provides technical direction to their unit and others in the Claims organization. As a member of the leadership team, the Assistant Vice President will interact throughout the organization to ensure their division contributes to the long-term success of Quincy Mutual Group. The Assistant Vice President of Claims sets the desired environment through demonstrations of accountability to the results and perception of the division, professionalism in all interactions, owns their personal development, and displays humility toward improving their performance and contributions to the Company.
Planning and Development
Commits to establishing the short- and long-term direction for their unit based on vision set by VP of Claims, accurate data, personal observation, known competitive advantages, set business goals, available resources, and provided budget.
Establish realistic goals in connection with corporate objectives that ensure the department supports overall growth and profitability.
Designs standards and metrics to ensure that loss cost goals are achieved while ensuring that quality and service standards are maintained and enhanced.
Partner with Underwriting Leadership to ensure continuous two-way communication relating to claim advisories, coverage issues, and staff development.
Unit Oversight
Ensures appropriate processes are followed for accurate and consistent reserving and claim settlements. This includes timely and appropriate resolution of demands, handling total losses, answering complaints, and adjudication of claims.
Holds large loss meetings to ensure proper review and consideration of large / complex claims and to provide a training opportunity for staff and emerging leaders.
Creates collaborative relationship with Quality Assurance and Trainer to support appropriate training and corrective action to quality assessments.
Able to understand the vision from multiple perspectives, adapting communication & actions to guide others.
Supports the entire vision, generating buy-in across their unit.
Team Development
Hire, develop, and manage staff to create an engaged, motivated, high performing results-oriented team.
Create and maintain a positive culture that promotes empowerment, encourages staff to challenge the status quo and identify areas of improvement, and fosters an entrepreneurial spirit.
Assess existing employees’ skills and competencies ensuring talent is aligned with company’s strategic vision.
Drive learning and development through working with officers, managers, and staff to identify strengths and development needs of individuals and the department. Regularly discuss plans, encourage career development opportunities, and champion initiatives for staff growth.
Engage with company leadership to understand top talent across the organization, engage with top talent and actively promote opportunities for cross department development.
Technology, Reporting, and Analytics
Through observation, feedback, and analysis of data, proactively identifies opportunities to improve performance, creating and implementing sound tactics to resolve the gap.
Identifies and recommends appropriate technology to support accurate and efficient claims handling and reporting.
Stays abreast of industry trends and standards to ensure claim platform evolves to meet the needs of the organization, and our agents/insureds.
Creates regular reports for unit and senior leaders, displaying activities, outcomes, and key performance indicators that track results against objective goals.
Develop and implement digital dashboards and metrics to improve staff awareness of performance and areas requiring stronger attention to claim processing.
Vendor Management
Conducts annual audits of outside adjusters, involving a diverse and objective team to assist in providing detailed reports and recommendations to the VP of Claims.
Manages independent adjuster supervisors to monitor, direct, measure performance, and resolve any matters with independent adjusters and appraisers.
Monitors, measures performance, and resolves matters with claim vendors, including software services, to ensure successful business outcomes.
Fosters strong relationships with independent agents and agencies that represent the Company.
Responsible for the oversight of vendor compliance including staffing commitments, deliverables, deadlines and costs.
* This job description is not all inclusive and may include additional duties.
EDUCATION:
Requires a 4-year college degree. Advanced degree and professional designation desired.
EXPERIENCE:
Minimum of 15 years of progressive insurance experience handling personal and commercial lines automobile losses including physical damage, property damage liability, first/third party injuries, and subrogation. Must have 10 years of management experience involving coverage and liability issues, including litigation.
Experience leading other leaders, coaching performance, and achieving successful organizational change as a senior leader required.
Above average proficiency with Microsoft Word, Excel, and Power Point.
SKILLS:
Computer proficiency is required, including use of video conferencing technology.
*Role could be filled at Associate Injury Claims Adjuster, Injury Claims Adjuster, or Senior Injury Claims Adjuster depending on selected candidate’s skills, experience, and knowledge
The Injury Claims Adjuster is responsible for timely and accurate adjudication of commercial and personal lines automobile injury claims. The position requires the adjuster to appropriately investigate claims beginning with coverage and liability, evaluate damages, negotiate, and settle such claims. The Injury Claims Adjuster maintains appropriate licensure to adjust claims where required. They ensure they adjudicate claims and act in compliance with regulations, laws, and Company policy.
As a member of the injury claims team, the Injury Claims Adjuster exhibits accountability, teamwork, professionalism, personal development, and proactivity toward improving performance and contributions to the Company’s success. They act with great integrity, professionally engaging internal and external customers.
Adjudication
Owning Performance
Teamwork
Technology & Information
JOB REQUIREMENTS
Four-year degree preferred. Insurance coursework preferred.
Adjuster licenses: Rhode Island, Connecticut, Florida, and Texas within 90 days of hire.
EXPERIENCE:Minimum of 2 years of third-party automobile injury claims experience as an adjuster.
Working knowledge of medical tests, signs, and procedures.
Average proficiency with Microsoft Word.
The Injury Claims Manager is responsible for day to day leading and of assigned team comprised of first and third party injury adjusters. The team is focused on resolving personal and commercial automobile first party claims involving Personal Injury Protection/Medical Payments exposures and investigating, evaluating and settling third party injury claims. The Injury Claims Manager exercises considerable critical thinking skills, judgement, and initiative in the proper resolution of claims. They are responsible for the consistent delivery of high quality claim handling and customer service from their team of 6-8 claim examiners. The Injury Claims Manager ensures their team is in compliance with regulations, Company policy, and all applicable licenses required for adjusters. They are a leader who positively influences their team, coaching and guiding staff through changes in the organization and industry. The Injury Claims Manager creates an environment where teamwork and entrepreneurial spirit flourish, resulting in outstanding achievement of team, unit, division and Company goals.
As a member of the leadership team, the Injury Claims Manager sets the example for an environment built on accountability, teamwork, professionalism, personal development, and proactivity toward improving performance and contributions to the Company’s success. Possesses the ability to act with great integrity, professionally representing the organization to internal and external customers, safeguarding systems and information within their control against fraud, malware, and cyberattacks. Maintains strict confidentiality with sensitive information and handling of employee matters.
Planning
Team Oversight
Leadership
Managing Performance
Achieves quality, productivity, and acceptable customer service results by following leading practices and procedures, management direction, and effective performance management of their team.
Ensures communication with internal and external customers is professional and timely.
Reviews all demands and responses to ensure appropriate processes are followed for accurate and timely responses.
Upon identification of complex claim matters, including coverage and liability issues, denials or offers below requested demand, escalates claim for discussion at weekly round table.
Provides adjusters with appropriate settlement authority, escalating claims to AVP of Claims when the value exceeds their authority.
Identifies and aligns resources for their team to ensure appropriate staffing and coverage for workload and service to customers and agents.
Effectively responds to concerns and complaints with a solution mindset, learning from each encounter for the benefit of the Company and others.
Responds verbally and in written form to insurance department inquiries, customer complaints, and 93A letters.
Identifies and manages concerning performance or personnel issues in a proactive manner, involving the AVP/VP of Claims and Human Resources when appropriate.
Training and Coaching
Talent Management
Technology
Reporting
Ensures all potentially fraudulent activity is reported to the Special Investigations Unit.
Analytics
Reviews Company reports, including claim information gathered through various sources, to understand and be able to appropriately share insight and feedback to their staff.
Monitors staff activity and outcomes through use of observation, various systems and reports, providing direction and support in a timely manner.
Partners with Quality Manager to ensure Medicare and other regulatory reporting is completed in accordance with the law.
Minimum of 3 years of first and third party automobile injury claims experience as an examiner. Must have 5 years of recent management experience in a customer facing role within an insurance company.
Successful career of leading others through change, coaching performance, and consistently achieving goals.
Average proficiency with Microsoft Word, Excel, and Power Point.
Our Marketing Representative is a key individual in establishing and developing the strong relationships we have with independent insurance agents who represent the company. The position entails a significant amount of interaction with agencies as well as with multiple departments within the company. Having the appropriate amount of product and process expertise to inform and educate agency personnel as well as the appropriate skills to deal with agency management issues are integral to the position. While the Marketing Representative is the external ambassador of the company, they are required to put forward the best interests of the company at all times. Awareness of the marketplace, industry matters and responsiveness to the needs of our agents are essential aspects of the position.
The territory this position covers is Rhode Island & Connecticut. This position requires regular travel to Rhode Island & Connecticut.
Territorial Management:
Effectively manage assigned agency relationships as assigned with the goal of driving profitable growth to achieve financial and operational targets.
Products marketed by the company include both personal and commercial lines of insurance.
Actively participate in managing assigned agency production of premium volume in line with Quincy Mutual corporate goals.
Participate in developing, executing, and adjusting business plans, including strategic components. Particular emphasis is upon aligning these with key Personal Lines and Commercial Lines business strategies.
Review production and profitability results with agencies on a regular basis as required. Collaborate with home office personnel to effect improvement, as necessary. Act as the primary liaison between agencies and company. Maintain complete understanding of the company’s products and systems as well as those maintained by agencies.
Develop professional and productive relationships with agency principals and their staff to assure the placement of preferred business with the company.
Establish a position as a trusted advisor to all agency staff particularly within the framework of company philosophy.
Participate in the initiation of sales, distribution and profitability strategies.
Prospect, Appoint, Separate
Cultivate the marketing territory to improve the quality of agency representation through the appointment of qualified agencies. This includes participating in the rehabilitation or even termination of poorly performing agencies.
Ensure that new agencies receive the proper support to achieve desirable results.
Exercise professional judgment in determining the best courses of action in these environs.
Train, Educate, Monitor, Respond
Train agency personnel on company products and programs & processes.
Act as a liaison between agents and various company departments on matters large and small. These may range from developing marketplace initiatives to individual policy and/or claim aspects.
Demonstrate responsiveness, personally and corporately at all times.
At the request of agencies or company staff, conduct physical inspections of various personal and commercial entities to assist in determining preliminary underwriting acceptability perspectives.
Provide feedback to the company on competitor factors such as product, pricing or programs impacting the business interests of the company or its agency relationships.
Independently build and cultivate mutually beneficial processes such as those relating to prospecting, business planning, engagement training, etc.
This job description is not all inclusive and may include additional duties if needed.
Must have a proven and established record of developing and maintaining strong agency relationships in the marketplace.
Demonstrated marketing experience in managing agency aggregations.
Strong technical skills in insurance and MS Office software.
Proven success in agency training along with superior presentation skills.
Highly effective written and oral communication skills, including presentation, persuasion, timing, tact and negotiation skills.
A professional work ethic is paramount to obtaining and being retained in the position.
As the company’s external representative, the Marketing Representative must act in a professional at all times and be a credit to the company.
The Marketing Representative will have the ability to interact and communicate effectively with all levels within each agency and the Company.
Have the ability to develop the respect and confidence of independent agents and to promote the company’s sales of profitable business through those agents.
Be well organized and work well independently and from home.
Have outstanding time management skills.
Be creative and imaginative in applying new approaches to job requirements.
Have strong interpersonal skills, including an ability to manage change and conflict.
Be assertive yet exercise strong judgment skills in a balanced manner.
Be dedicated to continuous improvement in daily labor.
Have an ability to interpret, assimilate and translate ever-developing data and trends.
Gather current competitive and marketing information on our competitors. Communicate changes to the internal company staff and analyze and interpret these changes and their possible impact to the company.
Lead, collaborate, influence and support internal business partners. These may include but are not limited to: Underwriting, Production, Management, Claims &/or Loss Control.
WORKING CONDITIONS:
75% travel, visiting agencies as called for
Responsible for developing and managing a profitable book of business by collaborating with the Personal Lines team and Marketing team and building productive relationships with assigned agents. Evaluates personal auto, property, and liability risks for acceptance, denial, or amendment in accordance with company underwriting guidelines. Works with the team and other departments to identify and develop business opportunities for profitable growth. Uses existing analytical tools to execute sound underwriting and business development decisions and identify other tools, dashboards, and analytics to enhance future performance. Works collaboratively with internal stakeholders to accomplish department and corporate goals. Trains agents and underwriting staff to ensure consistency with established procedures and guidelines. Enhances agent’s’ knowledge of Quincy’s products to maximize business outcomes.
Training for this role will be onsite 3-4 days per week. There is an option for a hybrid work schedule, with in-office days on Tuesdays & Thursdays, when the training period concludes.
Open to considering an Underwriter II based on experience.
Front Line Underwriting and Communication
Relationship Building and Business Development
Training
Business Insight, Analytics and Process Improvement
Three to five years experience in property and casualty insurance, with at least two years of practical exposure to desk underwriting.
Quincy Mutual is committed to giving back to the community. Together with our employees and charitable partners, we strive to make a positive impact on the community.
Resumes and inquiries may be submitted:via email to:talentacquisition@quincymutual.comvia fax to:617-770-5206via mail to:Quincy Mutual Fire Insurance CompanyAttn: Human ResourcesP.O. Box 690392Quincy, MA 02269-0392Thank you for your interest in working for Quincy Mutual. We are an Equal Opportunity Employer.