[Remote] Senior Manager, A&H Claims and Customer Service at Integrated Specialty Coverages, LLC

Remote

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Insurance, InsurtechIndustries

Requirements

Industry expertise in A&H customer and claims insurance
Global regulatory navigation skills
Strong operational and execution-oriented mindset
Experience leading and motivating teams
Experience with CRM implementation and management
Experience with KPI tracking and data analysis
Experience with SOP development
Experience managing relationships with TPAs

Responsibilities

Lead the Customer Service team (through third party agencies)
Develop and lead the relationship with the Travel Insurance Division (INF) TPA, Robin Assist
Serve as a subject matter expert (SME) for INF travel insurance policies and plans
Train the Customer Service Team on policy elements
Resolve complex escalations with empathy and expertise
Ensure communication channels are effective and customer feedback is captured
Evaluate customer interactions for quality assurance and provide coaching
Design and implement proactive service strategies
Mentor and develop Team Leads
Deliver reporting, prioritization, and execution of operational objectives
Build a collaborative, high-performance environment
Assess team resource capacity and support hiring
Foster a strong feedback culture
Collaborate with ISC’s CEC to ensure centralized operational procedures are adhered to
Document and standardize core procedures and SOPs
Track team performance against KPIs
Analyze data to identify trends, risks, and areas for improvement
Ensure adherence to quality assurance standards
Provide support and input to SVP budgeting process and ongoing management of P&L

Skills

Key technologies and capabilities for this role

A&H ClaimsCustomer ServiceTravel InsuranceClaims ManagementRegulatory ComplianceTPA ManagementPolicy ExpertiseTeam LeadershipBroker SupportProduct Recommendations

Questions & Answers

Common questions about this position

What does the Senior Manager, A&H Claims and Customer Service role report to?

The role reports directly to the SVP, A&H.

What are the key responsibilities in policy and plan expertise for this role?

The role involves serving as a subject matter expert for INF travel insurance policies, training the Customer Service Team on policy elements, monitoring customer feedback for enhancements, and supporting broker partners with escalations.

What leadership responsibilities does this position include?

The role requires leading and motivating the Customer Service team through third-party agencies, mentoring Team Leads, delivering operational reporting and execution, and building a collaborative high-performance environment using principles of The Great Game of Business.

Is this a remote position or does it require office presence?

This information is not specified in the job description.

What makes a strong candidate for this Senior Manager role?

A strong candidate combines industry expertise in A&H customer and claims insurance, global regulatory navigation skills, and a strong operational and execution-oriented mindset.

Integrated Specialty Coverages, LLC

Insurance program administration using data and AI

About Integrated Specialty Coverages, LLC

Integrated Specialty Coverages (ISC) uses data and technology to improve the insurance process for brokers and carriers by creating and managing tailored insurance programs. They enhance underwriting accuracy and customer experience through data analytics and artificial intelligence, allowing for quick pricing indications. ISC stands out by simplifying the submission process and providing flexible insurance solutions, such as their customizable Homeowners program. Their goal is to deliver the fastest and most efficient service possible in the insurance industry.

Town of Harrison, New YorkHeadquarters

2016Year Founded

VENTURE_UNKNOWNCompany Stage

Fintech, Financial ServicesIndustries

51-200Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Mental Health Support

Health Savings Account/Flexible Spending Account

Unlimited Paid Time Off

Paid Vacation

Paid Sick Leave

Paid Holidays

Hybrid Work Options

401(k) Retirement Plan

401(k) Company Match

Professional Development Budget

Conference Attendance Budget

Wellness Program

Short-term Disability

Employee Discounts

Phone/Internet Stipend

Risks

Integration of acquisitions like Abacus may face cultural and operational challenges.

New Marine Division may initially experience operational inefficiencies.

ISCX platform development could face technical challenges or delays.

Differentiation

ISC uses AI to provide pricing indications in minutes, enhancing efficiency.

The company offers tailored insurance programs, including an exclusive Homeowners program.

ISC's ISCX platform centralizes access for brokers and wholesalers across all business lines.

Upsides

Growing demand for AI-driven underwriting boosts ISC's market position.

Expansion into marine insurance aligns with global trade growth opportunities.

Rising need for personalized insurance products benefits ISC's data analytics capabilities.

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