What are the responsibilities and job description for the CL Ops - Specialty UA (Surety) position at The Hanover Insurance Group?
Our Commercial Lines Operations team is currently seeking an Underwriting Associate for Surety to join our growing team in our Worcester, MA or Howell, MI offices. This is a full time, hybrid, non-exempt role.
POSITION OVERVIEW:
This position serves as an essential member of the business UA team by supporting various Underwriting functions in partnership with assigned Underwriters and/or territories. Underwriting Associates are responsible for supporting new business, adjustments, cancel/rewrites, cancellations, new account submissions, and renewal activities, policy servicing handling including processing transactions and partnering with other support areas like Billing, Claims, Agency Licensing as well as responding to agent inquiries. Additionally, individuals in this role are responsible for following operational workflows and best practices while ensuring service levels are met and a positive customer experience is provided to internal and external partners. As needed, UAs may be tasked with cross-training peers.
IN THIS ROLE, YOU WILL:
Supports the Underwriter in new business and renewal activities.
Account preparation: collection/analysis of data, ensuring complete file documentation, instruction, solicitation, etc.
Forwards specific requests to the workflow management system, manages work within the system, and completes work items timely to ensure accurate production and service data.
Updates work management system statuses throughout the cycle of the policy and monitors work in queue.
Documents all new and renewal accounts including the completion of underwriting tools and information from outside resources in accordance with Best Practice guidelines.
May partner with agency accounting for audit transactions and overdue premium reconciliation.
Consistently executes to all UA steps during new business and renewal issuance and subsequent transaction to achieve quality and service standards.
Conducts bond number audits monthly and partners with team members to resolve any discrepancies identified. Escalates aged items, as appropriate.
Handles urgent and escalated requests from underwriting, agents, team members, and the manager.
Facilitates transfer of specific transactions for manual issuance in the accounting system, provides detailed processing instructions and updates appropriate statuses.
Uses appropriate communication channels to refer or follow-up with the underwriter to ensure outstanding items are handled timely.
Serves as primary service contact to ensure superior customer experience; presents solutions for rush new business, renewal and endorsement requests.
Responds to account inquiries such as accounting status and billing issues.
Manages account information ensures accuracy of input into all appropriate systems.
Demonstrates working knowledge of underwriting systems, workflows, procedures and compliance rules.
Can assist with cross-training support of UA teammates.
Understands strategy, territory appetite and key agent partners in order to achieve growth and profitability goals.
Cultivates strong business relationships (internal and external) by proactively communicating and conveying ownership and commitment.
WHAT YOU NEED TO APPLY:
Associate’s Degree or equivalent.
1-2 Years of related insurance experience.
Ability to use a personal computer and other standard office equipment.
Fundamental underwriting, practices, procedures, workflows, systems & tools.
Robust functional knowledge of product offerings and solid business acumen.
Strong analytical and critical thinking skills.
Strong organizational skills, including desk and time management.
Strong attention to detail - comprehensive understanding of systems and workflows.
Ability to work cross-functionally.
Ability to multitask effectively in a dynamic, fast paced environment and adapt to changes seamlessly.
