Risk Control Service Coordinator

Who We Are

For over 70 years, Glatfelter Insurance Group has believed in doing the right thing for our clients, agents, communities and associates. This founding principle has enabled Glatfelter to grow from the kitchen-table, one-man-operation as it began, to one of the largest managing general agencies in the U.S. with nearly 500 associates across the country, a distribution network of over 4,500 independent brokers and more than 30,000 clients. It is what drives us to innovate—the desire to deliver the best for our clients. Founded as The Glatfelter Agency, which is still in operation, the program basis of Glatfelter Insurance Group, Volunteer Firemen’s Insurance Services (VFIS), was founded in 1969. Throughout the years, Glatfelter has expanded to include specialized program business inclusive of public entities, educational institutions, healthcare facilities, and religious organizations. Glatfelter provides their insureds with comprehensive insurance solutions including property, casualty, life insurance, and more. In 2018, Glatfelter joined American International Group (AIG) and is now part of the AIG family.

About the Position

Glatfelter Insurance Group is seeking a Risk Control Service Coordinator who will provide support to Risk Control Services to help fulfill its customer service mission to clients and internal partners. The successful candidate will be a point of contact for clients, internal partners, and external consultants. The candidate will follow up with clients via telephone regarding recommendations made by field staff and will develop building valuations based on information provided by others.  

Key Responsibilities

• Develops, manages, and evaluates workflow processes and procedures for risk control services. 
• Develops and monitors requests for service (RFS) using the Risk Control Technologies work management system. 
• Receives, scans, images, and processes risk control assessment reports from consultants. 
• Notifies underwriters of processed risk control assessment reports. 
• Generates, diaries, and follows-up on risk control recommendation letters (via telephone) with clients, agents, underwriters and risk control associates. 
• Processes requests for education and training materials through Business Works and images requests to underwriting files. 
• Uses the risk control work management system to assure timely assessment reports are prepared by Associates and outside consultants. 
• Develops building values using an internet based appraisal system; reviews completed valuations; and distributes valuations per risk control and underwriting guidelines for all industry groups. 
• Coordinates Customer Satisfaction Survey Program for Risk Control consultants.  
• Coordinates Customer Certificate of Appreciation Program for Risk Control consultants. 
• Maintains the electronic RC Services Coordinators manual. 
• Prepares and tracks invoices for payment of outside services.  

What We’re Looking For

• Graduation from high school, with appropriate coursework in English and Mathematics leading to proficiency in basic math, verbal and written communication skills, as well as an understanding of customer service.        
• Minimum of 1 year of experience working in a service related position.  
• Analytical ability to understand and use the computer hardware and software to effectively process Risk Control assessment requests and reports for customers. 
• Must have a high level of organizational skill and the ability to handle tasks on a priority basis to maintain consistently high quality and quantity of work.
• Ability to make decisions and exercise sound judgment on a consistent basis within the scope of authority while working independently.

Why Choose Glatfelter?

Glatfelter is honored to have been named a Best Place to Work in PA since 2005. We are proud to offer a range of employee benefits and resources that help you protect what matters most - your health care, savings, financial protection and wellbeing. In addition to 17 paid holidays, (which includes a personal holiday and mental health and wellness day) we provide a variety of leaves for personal, health, family, and volunteer needs.  

We believe in fostering our associates' development and offer a range of learning opportunities for associates to hone their professional skills to position themselves for the next steps of their careers. We have a tuition reimbursement program for eligible associates to enhance their education, skills, and knowledge in areas that relate to their current position or future positions to which they may transfer or progress.

Equal Opportunity Employer

It has been and will continue to be the policy of Glatfelter Insurance Group to be an Equal Opportunity Employer. We provide equal opportunity to all qualified individuals regardless of race, color, religion, age, gender, gender expression, national origin, veteran status, disability or any other legally protected categories. At Glatfelter, we believe that diversity and inclusion are critical to our future and our mission – creating a foundation for a creative workplace that leads to innovation, growth, and profitability.  Glatfelter is committed to working with and providing reasonable accommodations to job applicants and employees with physical or mental disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to complete any part of the application or hiring process, please contact Human Resources. Reasonable accommodations will be determined on a case-by-case basis.

Job Grade: 6