What are the responsibilities and job description for the Digital Support Analyst position at Markel?
What part will you play? If you’re looking for a place where you can make a meaningful difference, you’ve found it.
The work we do at Markel gives people the confidence to move forward and seize opportunities, and you’ll find your fit amongst our global community of optimists and problem-solvers. We’re always pushing each other to go further because we believe that when we realize our potential, we can help others reach theirs. Join us and play your part in something special! Join the Markel Digital team and play a key part in our ongoing digital transformation. In this role you will help grow our electronic distribution channel by ensuring our partners (producers and/or technology vendors) have an industry-leading experience working with Markel’s portals and API offerings. Assistance includes onboarding, providing ongoing customer technical support, and encouraging expanded utilization.
Responsibilities
Manage the daily operations of our partnerships
US Work Authorization
US Work Authorization required. Markel does not provide visa sponsorship for this position, now or in the future.
Who We Are
Markel Group (NYSE – MKL) a fortune 500 company with over 60 offices in 20 countries, is a holding company for insurance, reinsurance, specialist advisory and investment operations around the world.
We’re all about people | We win together | We strive for better
We enjoy the everyday | We think further
What’s In It For You
In keeping with the values of the Markel Style, we strive to support our employees in living their lives to the fullest at home and at work.
Choose ‘Apply Now’ to fill out our short application, so that we can find out more about you.
Caution: Employment scams
Markel Is Aware Of Employment-related Scams Where Scammers Will Impersonate Recruiters By Sending Fake Job Offers To Those Actively Seeking Employment In Order To Steal Personal Information. Frequently, The Scammer Will Reach Out To Individuals Who Have Posted Their Resume Online. These "job Offers" Include Convincing Offer Letters And Frequently Ask For Confidential Personal Information. Therefore, For Your Safety, Please Note That
Markel is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of any protected characteristic. This includes race; color; sex; religion; creed; national origin or place of birth; ancestry; age; disability; affectional or sexual orientation; gender expression or identity; genetic information, sickle cell trait, or atypical hereditary cellular or blood trait; refusal to submit to genetic tests or make genetic test results available; medical condition; citizenship status; pregnancy, childbirth, or related medical conditions; marital status, civil union status, domestic partnership status, familial status, or family responsibilities; military or veteran status, including unfavorable discharge from military service; personal appearance, height, or weight; matriculation or political affiliation; expunged juvenile records; arrest and court records where prohibited by applicable law; status as a victim of domestic or sexual violence; public assistance status; order of protection status; status as a smoker or nonsmoker; membership or activity in local commissions; the use or nonuse of lawful products off employer premises during non-work hours; declining to attend meetings or participate in communications about religious or political matters; or any other classification protected by applicable law.
Should you require any accommodation through the application process, please send an e-mail to the rarecruiting@markel.com.
No agencies please.
The work we do at Markel gives people the confidence to move forward and seize opportunities, and you’ll find your fit amongst our global community of optimists and problem-solvers. We’re always pushing each other to go further because we believe that when we realize our potential, we can help others reach theirs. Join us and play your part in something special! Join the Markel Digital team and play a key part in our ongoing digital transformation. In this role you will help grow our electronic distribution channel by ensuring our partners (producers and/or technology vendors) have an industry-leading experience working with Markel’s portals and API offerings. Assistance includes onboarding, providing ongoing customer technical support, and encouraging expanded utilization.
Responsibilities
Manage the daily operations of our partnerships
- Work with underwriting and business development to conduct initial onboarding of new partners (producers and/or technology vendors)
- Work with IT on monitoring, support, and troubleshooting of performance for portals and API offerings
- Provide ongoing communications via various channels (phone, email, dev portal, etc.)
- Conduct routine and ad hoc reporting and analysis on utilization
- Support the rollout of additional products and features
- Work with the Customer Experience team to map the customer journey
- Identify and prioritize opportunities for improvement at each phase
- Solicit feedback from our partners (producers and/or technology)
- Identify and prioritize opportunities for improvement at each phase
- Track timelines and issues encountered during the onboarding process
- Identify and prioritize opportunities for improvement at each phase
- Help define metrics and implement reporting procedures that accurately measure and report efficiency, success, and other relevant statistics for onboarding and support services
- Provide regular reports on most common support issues and work with Product Owners and IT partners to help improve user experience
- Create efficient processes for communicating with user community in case of system-wide issues (e.g., planned or unplanned maintenance, etc.)
- Create efficient processes for communicating with individual users for various updates (e.g. ticket status updates, etc.)
- Cross-train with other Digital resources to provide backup support as needed
- At least 2 years of successful experience in a customer-facing technical support role in the insurance or financial services industry:
- Troubleshooting and managing customer support issues to resolution
- Being the voice of the customer, filtering bugs and requests, and ensuring prompt resolution
- Defining, documenting, and sharing procedures to assist in resolving future issues
- Strong analysis, creative problem-solving, communication, and process improvement skills
- Working knowledge of APIs and other Digital touchpoints
- Basic understanding of insurance products and the underwriting process
US Work Authorization
US Work Authorization required. Markel does not provide visa sponsorship for this position, now or in the future.
Who We Are
Markel Group (NYSE – MKL) a fortune 500 company with over 60 offices in 20 countries, is a holding company for insurance, reinsurance, specialist advisory and investment operations around the world.
We’re all about people | We win together | We strive for better
We enjoy the everyday | We think further
What’s In It For You
In keeping with the values of the Markel Style, we strive to support our employees in living their lives to the fullest at home and at work.
- We offer competitive benefit programs that help meet our diverse and changing environment as well as support our employees’ needs at all stages of life.
- All full-time employees have the option to select from multiple health, dental and vision insurance plan options and optional life, disability, and AD&D insurance.
- We also offer a 401(k) with employer match contributions, an Employee Stock Purchase Plan, PTO, corporate holidays and floating holidays, parental leave.
Choose ‘Apply Now’ to fill out our short application, so that we can find out more about you.
Caution: Employment scams
Markel Is Aware Of Employment-related Scams Where Scammers Will Impersonate Recruiters By Sending Fake Job Offers To Those Actively Seeking Employment In Order To Steal Personal Information. Frequently, The Scammer Will Reach Out To Individuals Who Have Posted Their Resume Online. These "job Offers" Include Convincing Offer Letters And Frequently Ask For Confidential Personal Information. Therefore, For Your Safety, Please Note That
- All legitimate job postings with Markel will be posted on Markel Careers. No other URL should be trusted for job postings.
- All legitimate communications with Markel recruiters will come from Markel.com email addresses.
Markel is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of any protected characteristic. This includes race; color; sex; religion; creed; national origin or place of birth; ancestry; age; disability; affectional or sexual orientation; gender expression or identity; genetic information, sickle cell trait, or atypical hereditary cellular or blood trait; refusal to submit to genetic tests or make genetic test results available; medical condition; citizenship status; pregnancy, childbirth, or related medical conditions; marital status, civil union status, domestic partnership status, familial status, or family responsibilities; military or veteran status, including unfavorable discharge from military service; personal appearance, height, or weight; matriculation or political affiliation; expunged juvenile records; arrest and court records where prohibited by applicable law; status as a victim of domestic or sexual violence; public assistance status; order of protection status; status as a smoker or nonsmoker; membership or activity in local commissions; the use or nonuse of lawful products off employer premises during non-work hours; declining to attend meetings or participate in communications about religious or political matters; or any other classification protected by applicable law.
Should you require any accommodation through the application process, please send an e-mail to the rarecruiting@markel.com.
No agencies please.
