Business Systems Analyst - (US-MA-Boston - 02298)

Minimum Education: Tech School
Job Type: Full Time
Jobcode: 1408373
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Plymouth Rock, founded in 1982 by Jim Stone, former Massachusetts Insurance Commissioner, is a privately held insurance company that writes personal and commercial lines of business in the Northeastern United States. Today, Plymouth Rock, with more than $1billion in premiums underwritten and serviced, is comprised of a group of companies that were started or acquired to expand product offerings, channels of distribution, and the geographic footprint. With more than 800,000 policyholders, Plymouth Rock writes insurance through more than 800 independent agents.

The Plymouth Rock Group employs 1500 people and is headquartered in Boston, Massachusetts. Plymouth Rock holds an A.M. Best rating of “A-/Excellent.”
This BSA position sits in the Customer Service business unit, so personal lines auto insurance experience is very important. 

In this position you will:

1. Provide advanced second level technical support for customer service issues and requests. Review customer feedback and process execution, and works collaboratively to develop changes to improve service delivery.
2. Provide knowledge, training, and solution sets to first level support teams to improve first call resolution and increase customer satisfaction. Review issues to identify trends and coordinates efforts for improvement.
3. Assist with metrics reporting efforts to facilitate consistent service execution.
4. Develop test matrices to perform system testing for new functionality to existing applications and new applications introduced to customer service department and agencies.
5. Develop and maintain customer service intranet and support tools for internal customer service content resources.
6. Exhibit customer advocacy while understanding and working within enterprise guidelines. Demonstrate advanced understanding of key business processes of customer service and customers. Relate business needs in appropriate terms for team members and internal support groups. Proactively strengthen relationships with customers and internal groups.
7. Demonstrate advanced knowledge of primary customer service responsibilities and insurance agency partners.. Work proactively with support groups and agencies to identify needs and develop appropriate solutions and services.
8. Review service levels of deployed systems and processes in regards to reliability, availability, and customer satisfaction. Work with management, team members, and internal support groups to develop supporting strategies for improvement.
9. Proactively identify opportunities to leverage technology, improve processes, and enhance agency relations to reduce costs and increase customer satisfaction. Contribute to current and long-range strategy planning efforts.
10. Work with team members and internal support groups to establish, review, and enhance standards, policies, and procedures for related responsibilities.

JOB REQUIREMENTS:
Bachelor’s degree

Personal computer skills including MS Office suite

Personal lines aoutomobile insurance experience

Excellent written and oral communication skills

Pleasant demeanor and a passion for helping people

HTML, SQL, Brio

Property & Casualty applications experience preferred

The Plymouth Rock companies place a heavy emphasis upon quality of life and “goodness of fit”. We seek people who have a customer service orientation (i.e., who makes efforts to listen to and to understand both internal and external customers, anticipate customer needs, and give high priority to customer satisfaction), pay attention to the feelings and needs of others, and manifest a strong bias for action. We insist on the utmost integrity and probity. We offer highly competitive base salaries with an annual performance-based bonus, a very generous package of benefits, convenient access to public transportation and a thriving and stable workplace.

How to apply: DO NOT use the Apply Online button. Please copy and paste the following link into your browser address bar: http://prac.contacthr.com/11966904