Product Implementation Specialist

Summary

The Implementation Department is responsible for ensuring the highest levels of support, setup, and stability of online systems across all APCO brands.  A close partnership with both our agents in the field and dealership personnel drives success. We rely on our Sales and FAST teams to provide clear and concise information to ensure a smooth installation for our agent and dealer partners.  

The Product Implementation Team is focused on the set up and maintenance of our products and rates within our operating systems as well as evaluation, design, and implementation of best practices to improve service to our clients and business efficiency.

Essential Duties and Responsibilities

• Champion a continuous improvement mindset and propose, design, and/or implement innovative solutions to increase the efficiency and compliance of the implementation department.
• Configure and test new and existing products within the administration platforms including, but not limited to, plans, rates, earnings, underwriting guidelines, cancellation methods, loss codes, and vehicle classification.
• Coordinate with system vendors to add, update, manage, map, and test forms within the administration platforms.
• Perform quality control checks on all product and form builds to confirm accuracy, rates, and formatting.
• Assist IT and Operations with escalated issues pertaining to the configuration of products, forms, etc. in a timely manner.
• Coordinate and communicate with internal stakeholders concerning timelines and requirements for implementation and rollout in the administration system of new products, rates, classes, and forms.
• Use requirements to drive the design or review of test cases and process change requests, and manage projects acceptance, installation, and deployment.
• Maintain all carrier decoder files and ensure timely updates to internal stakeholders for month end data file processing where applicable.
• Provide timely and professional responses to all inbound and outgoing inquiries whether verbally or in written communications.
• Ensure timely, accurate, and consistent file documentation.
• Drive for superior customer experiences.
• Establish positive and productive relationships with internal and external stakeholders and provide necessary support and resolution for any issues.
• Maintain a depth of knowledge regarding facets of the business to include online systems, claims, financing, vehicle information, and general product knowledge.
• Engage in special projects, process improvements and system enhancements as needed.
• Assist with other tasks as needed.
• Embrace and support all our core values.
• Assist with training on new and existing system functions as needed.

Education and Experience

• High School Diploma or GED Required.
• Bachelor’s degree in business administration, computer science, or a related field preferred.
• A minimum of 2 years’ experience working in client support or operations.
• The ability to write SQL Queries and/or SQL Certification preferred.

Skills

• Microsoft Suite experience to include Excel, Word, Outlook required.
• Ability to identify, develop, and implement process improvements.
• Strong decision-making and critical thinking skills within guidelines of company procedures and the ability to apply principles of logical and scientific thinking to a wide range of problems.
• Innovative thinking with ability to mobilize ideas into action.
• The ability to work independently with minimal supervision and accept responsibility for their actions.
• Must have strong skills in verbal and written communications.
• The ability to pay attention to the minute details of a project or task and to perform work accurately and thoroughly.
• The ability to demonstrate conduct conforming to a set of values and accepted standards and to engage in productive work relationships with a variety of personalities and individuals.
• Ability to adapt to shifting priorities and timelines.  Must be able to effectively prioritize multiple tasks effectively in a high-pressure deadline driven environment.
• Requires the ability to maintain confidential information.

Physical Demands

While performing the duties of this job, the employee is regularly required to type and look at a computer screen for lengthy periods of the day. The employee must be able to sit for lengthy periods of time. 

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions. 

Note

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. 

Automobile Protection Corporation (APCO) is a Drug Free Workplace as well as an Equal Opportunity Employer. Qualified applicants shall be considered for all positions without regard to race, color, sex, religion, national origin, age, disability, veteran status, or any other status protected by federal, state, or local law.