DESCRIPTION.

?Capgemini is seeking a highly motivated and detail-oriented Contract Management Specialist for a top 10 US Insurance Carrier.

Our Client is one of the United States' largest insurers, providing a wide range of insurance and financial services products with gross written premiums well over US$25 Billion (P&C). They proudly serve more than 10 million U.S. households with more than 19 million individual policies across all 50 states through the efforts of over 48,000 exclusive and independent agents and nearly 18,500 employees. Finally, our Client is part of one the largest Insurance Groups in the world.

Responsible for establishing and maintaining the legal relationship with our Independent Agents. This includes multi-business until support for Foremost Choice, Foremost Signature, and Bristol West. Supports the lifecycle on onboarding, offboarding, and maintenance of Independent Agents.

Onboarding includes contracting new agencies, setting up multi-level hierarchies (including networks), reviewing background information on agents, validating agency, individual licenses, submitting appointments to the department of insurance, and setting up system access.

Offboarding includes terminating contracts, terminating multi-level hierarchies, terminating appointments with the department of insurance, and disabling system access.

Maintenance includes contract upgrades, adding or removing additional licensed or non-licensed staff, setting up or removing additional locations, adding and removing additional products, updating demographic information, license updates, and adjusting system access.

ROLE DESCRIPTION.

Applies problem-solving and critical thinking skills to prioritize, analyze, clarify and process requests of basic to difficult complexity from internal and external customers related to agent contracts, commission schedules, licenses, appointments, product authority, system access, and terminations. Provides excellent customer service by ensuring their needs are met.

• Pulls work items from a queue and prioritizes based on established service levels
• Ensures compliance with department and company procedures, standards and applicable regulations by utilizing documented procedures.
• Follows up as needed with the appropriate person(s) to gather missing information, resolve problems.
• Advises customers via the appropriate media when requests have been completed.
• Updates processing systems and other tools to reflect work activity and communication with customers.
• Supports large account and network requests. This sometimes includes contacting accounts to better understand requests and conducting meetings to clarify processes or procedures or better understand pain points.
• Recommends and helps implement approved system, process and other improvements to reduce waste and deliver a better customer experience.
• Identifies and reports system defects.
• Limited support system testing for transactions of basic to difficult complexity as assigned.
• Limited support on handling inbound calls.
• Complete requests within department service and quality standards
• Complete expected volume of requests to meet established efficiency expectations

REQUIREMENTS.

• Fluent English required, will work with different stakeholders in the US
• Experience administrating contracts
• Customer Service Experience handling different internal clients
• Understanding of customer perceptions and expectations to enhances customer service
• Experience administrating different processes
• Able to handle several administrative tasks
• Perform onboarding and offboarding of new insurance agents
• Experience with compliance and lifecycle maintenance
• Ability to problem solve and apply critical thinking to processes to identify and address root causes of problems
• Ability to prioritize and multi-task; time management and organization skills
• Strong written and verbal communication skills

Software / Tool Skills

• Office Suite (Excel, Word, PowerPoint, OneNote)
• Keyboarding
• Navigation of web-based programs