Operations Support Technician - Underwriting at Penn National Insurance in Harrisburg, Pennsylvania

Job Description:

The Underwriting Operations Support Technician tests all internally developed or purchased third-party software and/or services to ensure compliance with company standards and requirements.

The position is also 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

 

COMPETENCIES AND ESSENTIAL DUTIES OF THE UNDERWRITING OPERATIONS SUPPORT TECHNICIAN

 

Team Building   

Training

• Provides one-on-one or formal training with processing or underwriting business clients and agents on existing system functionality.


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

 

Attention to Details        

Testing

• For basic or routine systems changes for assigned systems, develops test matrices, test plans and test cases that support various test environments.   


• Performs positive and negative tests on test cases according to test plan in various test environments.  Verifies that actual test results match expected test case results.


• Documents discrepancies using automating tracking systems and communicates results to Systems Analysts and Information Technology Department.


• At the direction of the Department Manager, Project Manager or Systems Analysts, develops test matrices, creates test cases, and enters test cases for non-routine or more complex systems changes.


• Performs miscellaneous clerical duties as assigned.

 

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.


• Reviews system-generated error logs and balancing reports. Researches routine system errors for assigned applications and independently works to resolve basic or routine problems and develops a course of action for correction.


• When production issues occur, provides input on how issues may be resolved.

 

Quality Orientation

Systems Maintenance

• Independently updates rates, stats and form changes in the various automated underwriting and processing systems used to produce test, model and production policies, including premium charges and policy output.

 

Research

• Within scope of knowledge, gathers and researches systems information from various sources and uses that information to develop basic or routine business requirements or change requests.


• Researches data quality issues upon request from the EDW Team.

 

(One or more Operations Support Technician staff in Underwriting Operations may be primarily assigned to the following essential duties and responsibilities):

• 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 technical 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.

 

Planning and Organizing

Documentation

• Updates or modifies systems documentation including, but not limited to: business or systems requirements, change requests, workbooks, test matrices, test cases, and report layouts.  Documentation is used by programmers/developers to program changes to production systems.


• 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.

 

Positive Approach

Client Interaction

• Follows direction or guidance provided by Manager or Department Analysts, for assigned basic or routine business requirements or change requests, interacts with Home Office Underwriting Staff to clarify and confirm project expectations; seeks understanding of upcoming requests; and when production issues occur, provides input on how issues may be resolved.


• Interacts with IT, processing and underwriting offices, CCC, agents and vendors to clarify requirements and resolve production problems for their assigned systems. 


• Incoming support requests (calls / emails from service offices and agents) – regularly assigned to department Help Desk and email folders for assigned system.

 

Applied Learning

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

 

Performs various projects requested or assigned by the reporting manager(s) noted above.

 

SPECIAL RELATIONSHIPS FOR THE UNDERWRITING OPERATIONS SUPPORT TECHNICIAN

• Direct contact with IT development staff.


• Direct contact with EDW and Statistical personnel.


• Direct contact with Claims Systems Analysts and Technicians.


• Direct contact with Customer Contact Center


• Direct contact with Actuarial personnel


• Direct contact with corporate support departments, such as: Central Policy Assembly, Mail Room and ImageRight departments.


• Direct contact with field offices and home office underwriting departments


• Direct contact with business department staff and managers as part of troubleshooting and problem resolution activities.


• Direct contact with agents.


• Direct contact with state insurance departments, regulatory agencies, ISO, NCCI and other rating organizations and trade associations


• Limited contact with vendors on those applications assigned testing or research tasks

 

QUALIFICATIONS FOR THE UNDERWRITING 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 manual rating experience, with ability to rate one or more major line of business.


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

 

Technical/Professional Knowledge        

• 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 technical knowledge of property and casualty automated systems used internally and/or vendor systems used by external clients for multiple lines of business


• Demonstrated ability to manually rate all transactions for one or more lines of business.


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


• Good proof-reading skills

 

JOB REQUIREMENTS (as required by ADA – Americans with Disabilities Act)

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


• Must be able to see and effectively use a computer monitor.


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


• Must be able to access and enter information accurately using automated systems.


• Must be able to hear and communicate via the telephone and/or monitoring devices to both internal and external clients.


• Must be able to present information to individuals and groups.


• Must be able to interpret and apply concepts that may or may not be based upon established guidelines.


• Must be able to maintain acceptable attendance and adhere to scheduled work hours.


• Must have a valid driver’s license and be able to operate a motor vehicle.


• Must be able to travel, with overnight stays as required.

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