What are the responsibilities and job description for the Quality Specialist position at Smith Brothers Insurance?

EOE Statement

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

Description

We are seeking a highly motivated individual to join our Operations team as a Quality Specialist. In this role you will use your knowledge of insurance client service operations act as a liaison between the quality assurance team and service departments ensuring compliance with client service deliverables and data standards. You will be a resource to team members across the agency to ensure smooth communication and follow up on several initiatives such as department dashboards, audits, book rolls / book consolidations, quality project teams, etc. In addition, you will support department managers by identifying trends, elevating issues, and supporting the improvement of operational and training procedures.

Smith Brothers Insurance has been in business for over 50 years, as an independently operated, Top 100 National Broker, focused on our purpose of Helping Others. We are multi-disciplined with expertise in Commercial Lines, Personal Lines, Employee Benefits, Surety, Group Retirement Plans including 401(k) and 403(b) Plans, Risk Management, and Financial Services.

You'll bring a deep desire to leverage your skills to help us continue to grow and make others around you better. If you want to be part of a collaborative process with team members who look out for each other, and are focused on growth and sustainability, this is an opportunity for us to talk.

Primary Job Responsibilities

Monitor and review department audit dashboards as assigned and work with team members and managers to ensure compliance with service deliverables, metrics, and data standards.
Identify deviations from established service deliverables and established procedures and work with team members to resolve and / or escalate.
Review and handle monthly file audit results and work with service teams to advance.
Sample file audits for coverages, options, and terms.
Participate in quality assurance project teams for department specific process improvement initiatives.
Identify opportunities for skill and competency improvement and recommend training based on data insights.
Help plan training for new service team members as assigned.
Help train service team members as assigned.
Enter team member Paid Time Off (PTO) in calendars.
Assist in coordinating back up plans for PTO days or unexpected Out of Office (OOO) as needed.
Participate on interview teams as assigned using our competency based hiring process.
Optimize vendor tools - resolve issues, review and approve vendor invoices, assess usage, and make recommendations.
Advocate and utilize our Quality Program to ensure continuous improvement in processes, workflows, and client deliverables.
Support the use and integration of technology within processes to meet / exceed client deliverables.
Ensure compliance with all processes and procedures and maintain confidentiality at all times.
Participate in internal learning and development sessions.
Stay relevant in the role and updated on industry trends and best practices of team member engagement.
Maintain confidentiality of client and company information and adhere to all personal and financial data privacy protocols.
Ultimately, our ideal candidate will believe in Smith Brothers' purpose, values, and standards, and be willing to work collaboratively with their teammates to drive value to all our stakeholders.

Desired Skills

Ability to monitor high volume of data dashboards and activity within our systems and metrics.

Strong knowledge of Applied EPIC agency management system, functionality, workflows, and document retention.

Knowledge of Power BI dashboards and data analytics.

Strong working knowledge of Microsoft Office suite of tools and ability to learn future technology(s) as needed.

Ability to analyze data, turn it into actionable insights while understanding other relevant factors and situations to influence timelines, expectations, operational efficiencies, and client outcomes.

Ability to make decisions independently by doing research of problems and make suggestions to provide an outstanding client experience and support team goals.

Effective listening and communication skills to uncover needs, troubleshoot, and handle conflicts using our models.

Strong verbal, written, and presentation skills for effective and comfortable communication with stakeholders at all levels.

Ability to influence peers and use judgment effectively.

Ability to work collaboratively and effectively with team to build trust and enhance team productivity and performance.

Ability to creatively and proactively solve problems.

Ability to work successfully and professionally with stakeholders at all levels.

Strong organizational skills, time management skills, and attention to detail.

Desire and ability to work independently and collaboratively in a fast-paced and growing organization.

Ability to adjust to shifting priorities, be flexible, and welcome change.

Flexibility to take on additional responsibilities and projects as needed.

Highly self-motivated, strong work ethic, resilience, grit, and stress tolerance to overcome hurdles.

Team player who consistently defaults to good.

Qualifications

3 - 5 years' experience in insurance client service and / or account management in mid-market P&C and strong understanding of overall agency operations.

Experience turning data analytics into actionable insights to drive outcomes and operational efficiencies.

Current Property & Casualty insurance license in good standing.

Proven experience and strong knowledge of how to use Applied EPIC Agency Management system.

Full proficiency in Microsoft Office Suite.

High school diploma required; college degree preferred.

General Working Conditions

Fast paced office environment with significant, email, technology, and telephone use.

Ability to view computer monitors for extended periods of time.

Why Smith Brothers Insurance

We are a team of professionals who seek to consistently deliver our Be Sure brand promise, contribute to our organization being a great place to work, and work together to be a sustainably relevant company. When you work with Smith Brothers you can be sure our core values, collaborative culture, and expertise will reinforce your decision to partner with us. Our standard of excellence is the internal foundation for treating everyone based on our core values of trust, respect, creativity, and fun - leading to individual fulfillment through group achievement.

Smith Brothers Insurance LLC offers competitive salaries and comprehensive benefits and programs including Health, Dental, Vision, Short and Long-term Disability, Life, Long Term Care and 401K with employer match, employee assistance program, licensing and continuing education reimbursement, travel and expense allowance, internal & external meetings, and learning and development opportunities. For more information about our company please visit us at : www.smithbrothersusa.com.

This description is only a summary of the typical functions of the job, not an exhaustive or comprehensive list of all possible responsibilities, tasks, and duties.

Full-Time / Part-Time

Full-Time

Quality Specialist

What are the responsibilities and job description for the Quality Specialist position at Smith Brothers Insurance?

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