Quincy Mutual has a great opportunity for someone with SEQUEL Viewpoint experience to join our Accounting Team.  In this role, you will create complex reports, scripts, and dashboards.  Requires analytical thinking to understand business processes, requirements and suggest solutions. 

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

Technology, Reporting, and Analytics

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


ASSISTANT VICE PRESIDENT OF CLAIMS
POSITION SUMMARY:

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.

PRINCIPAL ACCOUNTABILITIES:

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.

JOB REQUIREMENTS:

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. 


COMPLEX CLAIM MANAGER

POSITION SUMMARY:

The Complex Claim Manager is responsible for leading a team of professional claim specialists focused on general liability, litigation, complex auto bodily injury, large and complex auto, homeowner, and commercial lines losses. This position is a key contributor in supporting the overall business culture and processes, delivering exceptional service to internal business partners, our agents, and customers. They ensure top-tier work product and compliance with company guidelines, state, and federal laws. The position is responsible for contributing to claims training, acting as a technical expert, and a resource in the management of complex cases and insurance coverage issues.
The Complex Claim Manager exercises considerable critical thinking skills, judgement, and initiative in the execution of driving operational performance. They are a leader who positively influences their team, coaching and guiding staff through changes in the organization and industry. The Complex Claim 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 Complex Claim 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. They possess 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.

PRINCIPAL ACCOUNTABILITIES:

Planning
•Oversees the management of the Complex Claims Unit by implementing strategies and plans in line with the department objectives, developing metrics to ensure quality and service standards are maintained, monitoring staff performance, and implementing operational efficiencies as identified.
•Works with direct reports to identify strengths and development needs, regularly discusses plans and encourages career development opportunities, and champions change initiatives.
•Ensures high-profile complex claims are properly monitored and reviewed.
•Directs and controls appropriate claim reserves in compliance with Company policy and authorizes payment or settlement of claims within provided guidelines.
•Reviews losses and civil complaints and conducts insurance coverage analysis and drafts complex reservation of rights letters and coverage denials, as necessary.
•Monitors, directs, and measures performance of outside counsel in litigation claims and oversee legal expenditures.
•Ensures claims handling compliance and alignment with insurance regulations, company policies and programs, and develops and monitors reports that measure productivity and performance.
•Collaborates with others in the development of claims training initiatives.
•Reviews and approves, within assigned authority limits, claims expenses and settlements that exceed employee’s authority level.
•Ensures each team member is fully trained with the support of the Quality Assurance team and Human Resources. Fully responsible for development plans regardless of team member experience level from creation through completion.
•Anticipates needs of their team including staffing, resources, and engagement. Actively seeks guidance or assistance to resolve the need.
•Engages their team to be aware and knowledgeable of their impact on others and the Company’s success while instilling a sense of desire to adapt to change and the evolving needs of the customer and agent.
•Mitigates unnecessary expenses through a variety of alternative methods.
•Manages time to allow for leadership activities and availability for self-development.
•Attends and participates in industry related conferences, seminars, and webinars. Provides highlights and resources gathered during the experience to others for the benefit of the Company.

Team Oversight
Leadership
•Creates a positive environment where collaboration, modernization, and optimization are welcomed from every perspective, stewarding ideas and recommendations through the proper channels to provide the utmost support for the needs of their division, customers, and agents.
•Leverage individual differences to champion a diverse, inclusive, caring, and trusting work environment for all. Encourages staff to professionally challenge the status quo, identify improvements, and provide suggestions to implement solutions.
•Decisions demonstrate a solid appreciation for improving the performance of their team while promoting a teamwork approach to accomplish goals and the success of the organization.
•Accountable for working within their authority to make sound decisions.
•Able to understand the vision and provide staff clarity to connect their role to the purpose of their work. Supports the entire vision, generating buy-in across their team.
•Demonstrates solid leadership courage, able to communicate with others to address sensitive issues in a timely, appropriate manner while inspiring others to do the same.
•Understands how to tactfully initiate difficult conversations with others, demonstrated through providing feedback or instruction in a constructive, helpful manner resulting in desired change.
•Seeks to fully understand others, building relationships across the Company to support the success of their team and unit.
•When confronted with negativity, lack of accountability or integrity, able to refocus the situation on a productive and corrective path.
•Sets the example for others by serving the needs of their team before their own.
•Escalates concerns to appropriate leader or Human Resources in a prompt manner.
•Empowers others through praise, recognition, and follow through on promises. Reengages others to their role and responsibilities by positive reinforcement, coaching, and consistent interactive dialogue.

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.
•Initiates and leads round tables, at least monthly, with business partners and Claims staff to discuss complex claim matters, including coverage and liability issues, denials, or litigation.
•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.
•Ensures all demands and legal requests are answered in a timely manner.
•Responds verbally and in written form to insurance department inquiries, customer complaints, and 93A letters.
•Identifies and manages performance or personnel issues in a proactive manner, involving the AVP/VP of Claims and Human Resources when appropriate.

Team Development
Training and Coaching
•Creates collaborative relationships with Quality Assurance and Trainer to support appropriate training and corrective action to quality assessments findings.
•Provides direction on technical claim matters and processes.

•Owns the needs of their team, relentlessly seeks opportunities to improve performance through their experience, knowledge, and resources.
•Performs weekly check-in’s, monthly one on one’s to discuss personal development, necessary performance related meetings, and quarterly engagement sessions.
Talent Management
•Responsible for identifying internal and external talent to join the team. Partners with Human Resources to attend career fairs and other events where candidates may be found.
•Hire, develop, and manage staff to create an engaged, motivated, high performing results-oriented team.
•Know members of their team, their talents, how and where they contribute best, and how to motivate them to success.
•Assess existing employees’ skills and competencies ensuring talent is aligned with expectations of their role.
•Drive learning and development through working with other managers and staff to identify strengths and development needs of individuals and their team. Regularly discuss plans, encourage career development opportunities, and champion initiatives for staff growth.
•Develops and maintains positive relationships and consistent communication with Company leadership, utilizes interactions to produce confidence in the Claims organization.
•Provides unit with guidance, tools and resources connecting the purpose of their work to the goals of the Company and Claims organization.
•Creates opportunities to reskill, upskill and cross-train others, actively seeks to attract internal and external talent to the organization.
•Fully understands the Company resources to effectively coach, recognize, and reward their team members.
•Intentionally develops individual team members, recognizing their career potential and challenges, knowing it is their responsibility to prepare them for current and future roles.
•Gives great consideration and thought into writing and administering yearly performance evaluations.

Technology, Reporting, and Analytics
Technology
•Identifies and suggests options for technology and resources to support accurate and efficient claims handling and reporting.
•Stays abreast of industry trends and standards that ensures the services provided evolve to meet the needs of the organization, and our agents/insureds.
•Leads by example, learning and applying technology and workflow efficiencies to encourage and support their staff.
•Participates during user acceptance training, providing specific feedback to the implementation team on gaps requiring attention. Shares benefits, limitations, and expectations of the released product with their adjusters in a manner to encourage quick, healthy adoption.
Reporting
•Creates consistent, high-quality reports to assist in conversations with adjusters and others in relation to performance against baseline metrics.
•Pays attention to details and timeliness of regulatory reporting to ensure information shared is accurate.
•With minimal assistance, creates basic cost benefit analysis for recommendations to improve processes, add functionality to systems, or request adjustments to staffing.
•Communicates issues with Underwriting, Actuary, Marketing, and Accounting partners in a constructive and timely manner.
•Prepares responses to interrogatories, requests for production, and other documents on behalf of the Company.
•Creates and shares large loss reports, as appropriate, for their team.
•Maintains close attention to all litigated and complex matters, utilizing the best defense and resolution strategies to result in an appropriate outcome.
•Ensures all potentially fraudulent activity and reporting is handled within compliance with state and federal laws.
•Assigns and oversees direction of counsel, including experts, on all complex matters.



Analytics
•Reviews readily available data throughout the day to keep a pulse on customer and claims activity.
•Able to identify trends through independent review of data, proactively taking steps to improve performance and desired outcomes.
•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.

Vendor Management
•Provides AVP/VP of Claims feedback on performance of vendors to ensure successful business outcomes.
•May be a liaison for vendors on behalf of the organization, responsible for ensuring communication channels are open and feedback on performance is handled appropriately by the vendor.

*This job description is not all inclusive and may include additional duties.


JOB REQUIREMENTS:

EDUCATION:
Four-year degree preferred. Juris doctor desired.
Must obtain CT, RI, TX, and FL adjuster’s licenses.
EXPERIENCE:
Minimum of 10 years of progressive experience within the insurance industry with at least 5 years of handling complex coverage issues and litigation. Minimum of 4 years management experience.

Advanced knowledge of commercial and personal casualty insurance claims investigation, coverage evaluation, liability determination, risk transfer, reserving, loss assessment, insurance legal and regulatory environment, and claims processes. Requires knowledge of tort, contract, and criminal law. Experience with alternative dispute resolution highly desired.

Successful career based on continuous professional development and high performance in complex roles.

Above average proficiency with Microsoft Word, Excel, and Power Point.

May require intermittent day or overnight travel to meetings and legal proceedings.

SKILLS:
•Superior organizational, analytical, interpersonal, and time management skills.
•Role model in conflict resolution skills, taking initiative to identify and act with minimal supervision.
•Acts as a change agent, supporting and refocusing others on transforming their behavior and actions to fully support change.
•Willingness to take on difficult, complex tasks or projects without hesitation.
•Approaches their work as a leader with the intent to link feedback, requests, and work to a quantitative goal/objective.
•Adjusts their approach based upon the environment, topic, or audience.
•Builds and fosters relationships grounded in trust, respect, and genuine interest in working toward fulfilling goals/objectives.
•Proactively shares information and knowledge with others, placing the value of their team’s success ahead of their own.
•Able to create positive work experience for others through in-person and hybrid environments.
•Able to problem solve through conducting research, using critical thinking, analytical and organizational skills.
•Demonstrates reliability and dedication to fully execute responsibilities of the role.
•Removes barriers and obstacles for others through use of appropriate influence and collaboration with other leaders and business partners.
•Detail oriented, able to refine documents into a final version of professional work product.
•Computer proficiency is required, including the use of video conferencing technology.



CUSTOMER SERVICE REPRESENTATIVE
The Customer Service position provides an exciting and challenging opportunity to work in the dynamic and fast-paced Customer Service environment of a Property and Casualty Insurer.
The Customer Service Representative (CSR) will excel in developing relationships, demonstrating a true commitment to customer service excellence through positive, effective, and diplomatic oral and written communication skills and directly impacting our customers and agents’ perception of Quincy Mutual.
As a member of the Customer Service team, the CSR exhibits accountability, teamwork, professionalism, personal development, and proactivity toward improving performance and contributions to the Company’s success. They act with integrity, professionally engaging internal and external customers.
Initial training for this role will be onsite. There is an option for a hybrid work schedule, with in-office days on Tuesdays & Thursdays, when the introductory training period concludes.
CUSTOMER SERVICE ACCOUNTABILITIES:
Communication
• Communicates over the telephone in a courteous and pleasant manner, projecting confidence with a positive tone.
• Explains difficult or complicated concepts to insureds and agents.
• Defuses negative situations with professionalism and maturity.
• Ability to ask probing questions to get to the root of callers’ questions and concerns.
• Develops strong relationships with members of other departments to be of assistance to them create an avenue for Customer Service to seek support for complex issues.
• Comfortable with handling high-pressure and time sensitive calls and customer needs.
Job Knowledge
• Able to thrive in a fast-paced learning environment and will quickly gain knowledge of company billing, claims, and underwriting procedures.
• Comprehensive knowledge of all potential payment plan options, which differ from product to product.
• Ability to think mathematically about policy changes, anticipating expected outcomes from policy changes.
• Uses critical thinking to identify issues and unexpected outcomes; ability to correct course.
• Balance the expectations of agents and customers along with upholding the company policies and procedures.
• Identifies, analyzes and researches billing issues, working cross-functionally with the accounting department to resolve.
• Develop an understanding of claim handling procedures and processes, policy coverages, and endorsements.
• Excels in fact-gathering to understand the status and needs of a claim file, to properly handle or appropriately transfer a call.
• Identifies and reports potential issues with claim procedures, systems, or vendors.
• Assist agents with troubleshooting common quoting issues.
• Follows company guidelines regarding policy reinstatements.
• Differentiate between company handled topics and agency handled topics.
• Identifies and reports potential underwriting issues. Alternatively, able to understand and explain potential underwriting issues to agents.
• Across all areas of job knowledge, resolves problems that require judgment based on company guidelines and philosophies in a timely manner.
• Identifies trends and reports items to appropriate management.
• Applies knowledge of company processes to explain requirements to callers.
• Initiates account changes and corrections based on customer requests.
Other Responsibilities
• Excellent problem-solving skills and the ability to resolve issues without escalation.
• Adapts to changing policies and procedures.
• Ability to learn new concepts and apply them to a multitude of calls and scenarios.
• Proficient in using virtual meeting applications for the purposes of training, coaching, and mentoring from the department manager and other team members.
• Comfortable taking direction from management or senior team members and executing recommendations.
Education:
A 4-year Degree is preferred.
Experience:
At least 2 years of experience using MS Office. Prior work experience in a customer service work environment is preferred.
The Company is willing to train candidates that the meet the education and experience required through on the job training and our fully funded Tuition Reimbursement program.
Skills:
• Ability to communicate over the telephone in a clear, courteous manner with a positive tone.
• Familiar with window-based PC applications.
• Capable of analyzing information presented and making decisions based on company guidelines.
• Ability to use computer keyboard.


INJURY CLAIMS ADJUSTER

*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

POSITION SUMMARY:

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.

PRINCIPAL ACCOUNTABILITIES:

Adjudication

Owning Performance

Teamwork

Technology & Information

JOB REQUIREMENTS

EDUCATION:

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.

Computer proficiency is required, including use of video conferencing technology.

SKILLS:




INJURY CLAIMS MANAGER

POSITION SUMMARY:

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.

PRINCIPAL ACCOUNTABILITIES:

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.

Team Development

Training and Coaching

Talent Management

Technology, Reporting, and Analytics

                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.

Vendor Management

Partners with Quality Manager to ensure Medicare and other regulatory reporting is completed in accordance with the law.

* This job description is not all inclusive and may include additional duties.

JOB REQUIREMENTS:

EDUCATION:

EXPERIENCE:

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.

SKILLS:


MARKETING REPRESENTATIVE

POSITION SUMMARY:

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.

PRINCIPAL ACCOUNTABILITIES:

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.

JOB REQUIREMENTS:

EDUCATION:

EXPERIENCE:

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.

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


PERSONAL LINES SR. UNDERWRITER I

POSITION SUMMARY:

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.

PRINCIPAL ACCOUNTABILITIES:

Front Line Underwriting and Communication

Relationship Building and Business Development

Training

 

Business Insight, Analytics and Process Improvement

JOB REQUIREMENTS:

EDUCATION:

EXPERIENCE:

Three to five years experience in property and casualty insurance, with at least two years of practical exposure to desk underwriting.

SKILLS:


SENIOR AUTOMOBILE CLAIMS REPRESENTATIVE

POSITION SUMMARY:
Responsible for the investigation, evaluation, negotiation and settlement of automobile first party physical damage and third-party property damage insurance losses. Initiates contact with injured parties to obtain claim information and establish potential exposure. Handles complex claims involving several parties, including coverage and liability investigations. Handles large losses and responds to 93A demands. Assists in training auto claims representatives in collaboration with Quality Assurance Manager. Serves as a mentor to others within the physical damage unit.
PRINCIPAL ACCOUNTABILITIES:
Job Knowledge:
• Able to independently review losses for coverage under applicable policies, investigate the merits of the loss, and determine liability against the insured.
• Experienced in negotiating settlement of third-party property damage claims.
• Conducts thorough recorded statements to evaluate the merits and exposures of losses.
• Able to identify suspected fraud, referring those claims to the SIU team.
• Interacts professionally with all customers, able to resolve disputes, explain claim processes, and resolve claims with minimal supervision.
• Documents claim files with pertinent information in a clear, concise manner.
• Identifies subrogation opportunities, ensures the claim file contains required information for a quality referral to the subrogation team.
• Identifies large and/or complex losses and adjudicates them to completion, completing required reporting per Company guidelines.
• Provides claim manager with recommendations to address 93A demands and follows through on direction to answer such requests.
• Identifies best methods of mentoring others, properly engaging them in a positive, encouraging manner to assist them in their development as physical damage claim representatives.
Communication:
• Communicates over the telephone in a courteous and pleasant manner, projecting confidence with a positive tone.
• Approaches difficult conversations in a prepared, professional manner.
• Effectively communicates with others through all communication pathways, including email, in-person, video conferencing, verbal and written correspondence.
Other Responsibilities:
• Assists management with audits and department projects as needed.
• May assist claim manager with claim allocations, round tables, and answering of complaints.
• With limited supervision, manages other adjuster’s desks during absences as well as their own.
• Provides guidance and assistance to others within the physical damage unit on an independent basis.
JOB REQUIREMENTS:
EDUCATION:
4-year college degree or equivalent experience.
Adjuster licenses in the states of Connecticut and Rhode Island.
Associate in Claims (AIC) preferred.
EXPERIENCE:
Minimum of 3 years handling complex physical damage claims.
SKILLS:
Familiar with varying laws of comparative negligence and state regulations.
Familiar with window-based PC applications.
Capable of analyzing information presented and making decisions based on company guidelines.
Knowledge of company policies and procedures pertaining to processing liability automobile claims.
Knowledge of Personal and Commercial automobile policies in the states of CT, MA and RI.
Superior verbal and written communication skills.
Superior organizational skills


TALENT ACQUISITION SPECIALIST
POSITION SUMMARY
At Quincy Mutual, we are always looking to strengthen the organization by adding the best available people to our team. We’re seeking a talent acquisition specialist to help us source, identify, screen, and hire candidates for various roles across the company. The ideal candidate will have excellent communication and organizational skills, two or three years of experience in talent acquisition, an ability to devise sourcing strategies for various roles and proficiency with applicant tracking. This role requires excellent interpersonal skills for working closely with others across various departments and a high level of integrity and professionalism. As part of the HR team the TA Specialist will provide support to employees and managers in our corporate headquarters and two other locations in talent/recruiting and other areas of Human Resources.
JOB RESPONSBILITIES / CORE COMPENTENCIES
Talent Acquisition:
• Establish and maintain practices to ensure a positive candidate experience throughout the recruiting cycle and promote the employer brand.
• Facilitate recruitment activities, including learning the roles of employees within the Company and the P&C insurance industry.
• Devise and implement short- and long-term sourcing strategies including on-line sources and in-person events to build a strong candidate pipeline.
• Provides full-cycle recruitment support, from intake meeting through to offer and onboarding, working in close partnership with HR and hiring manager throughout reviewing resumes, arranging candidate interviews, and closing qualified candidates.
• Work with department managers and HR to identify staffing needs / candidate selection criteria and establish and execute recruiting plans.
• Ensure that immediate staffing needs are being met with a long-term strategy in mind, including providing input to ensure that teams consist of diverse, qualified individuals.
• Partner with department managers and HR to keep job descriptions current and develop interview questions that reflect the requirements for each position. • Source applicants through online channels, such as LinkedIn and other professional networks. • Maintain internal and external job postings, oversee applicant tracking/applicant flow processes, and monitor recruiter inbox in real time.
Human Resources Functions:
• Rewards: Assist with the completion of position benchmarking to support recruitment
• Employee Engagement:
o Partner with hiring manager, HR, and other stakeholders to ensure a smooth transition from candidate phase to on-boarding.
o Work with HR team on planning and executing employee engagement activities.
o Contribute to developing materials and communications related to employer brand and value proposition.
This Job Description Does Not Constitute A Contract For Employment
• HR Operations:
o Maintain the integrity of systems and processes and compliance with Federal and State laws.
o Ensure accurate and timely input pf pre-employment documentation including background and reference checks and offer information.
Communication and Relationship Building:
• Form collaborative partnerships with hiring managers and within HR team to ensure clear expectations in the recruiting process and meet department goals.
• Partner effectively with vendors.
Entrepreneurial Spirit: • Work with HR team on the continuous evolution of the recruitment delivery model, focusing on best practices for sourcing and attracting top candidates and opportunities to streamline the recruiting process at all points in the pipeline.
• Identify opportunities, develop recommendations, and implement HR process improvement, including self-service.
Business Insight and Analytics: Recommend ways to measure talent acquisition progress.
Other Responsibilities
• Collaborate with HR VP and broader team on strategic projects and initiatives.
• This job description is not all inclusive and may include additional duties as required.
EDUCATION:
• Bachelor’s degree/ equivalent in Human Resources, Business, or another related field.
• Professional credential, such as SHRM Certified Professional or HR Certification Institute a plus.
EXPERIENCE:
• Two or three years of experience in a talent acquisition or similar role
• Experience in full-cycle recruiting, using various interview techniques, evaluation methods, and tools to proactively source candidates.
• Experience working with ADP or other HR systems.
• Expected to have knowledge of commonly used concepts, practices and policies, and federal / state regulations within Human Resources.
• Knowledge of applicant tracking systems.
REQUIRED SKILLS/ABILITIES:
• Excellent verbal / written communication, presentation, interpersonal and analytical skills
• Ability to work both independently and collaborate as part of a team.
• Excellent organizational and time management skills with the ability to meet deadlines.
• Ability to comprehend, interpret, and apply the appropriate sections of applicable laws, guidelines, regulations, and policies.
• Ability to acquire a thorough understanding of the organization’s structure, jobs, qualifications, employment practices, and the related administrative practices.
This Job Description Does Not Constitute A Contract For Employment
• Proficiency in documenting processes and keeping up with industry trends.
• Proficient with Microsoft Office Suite, HR Information systems, internet, social media, CV databases, and professional networks recruiting tools.