Job Description

OBJECTIVE

P/C Customer Service Support Analyst Objective

To represent Property/Casualty Customer Service (PCCS) on corporate and department projects. To assist with the study, analysis, design, testing, implementation, and maintenance of PCCS, corporate, and agency billing systems, programs, and procedures, with a focus on billings and Property/Casualty products. To assist in facilitating training on corporate system functions for internal and field force users. To make recommendations for procedure and workflow improvements, including business specifications and cost benefit analysis. To perform quality control and periodically audit PCCS functions to ensure compliance and accuracy.

RESPONSIBILITIES

P/C Customer Service Support Analyst Responsibilities

Participate in ongoing corporate and departmental projects, including assisting in the management of sub-teams of business/product owners, subject matter experts and technical representatives when necessary to elicit and document requirements using interviews, document analysis, requirements workshops, surveys, business process descriptions, use cases, scenarios, and task and workflow analysis.

Assist with software user acceptance testing and coordination to ensure a smooth implementation of changes. Communicate project status and progress to management and other affected personnel. Prepare, document, and maintain up-to-date procedural documentation on processing functions for PCCS and other users.

Obtain an in-depth knowledge of departmental processing methods, industry standards and regulations, procedures, and Farm Bureau product lines and software.

Drive and challenge business areas on their assumptions and the successful execution of their testing plans.

QUALIFICATIONS

P/C Customer Service Support Analyst Qualifications

Required

Bachelor’s degree required with focus on insurance, business administration, finance or management, or equivalent experience may be considered.

One to two years of experience in insurance industry or related field required.

P/C Resident Producer license course to be completed within six months of hire. P/C Resident Producer license required to be obtained within 12 months of hire.

Experience working with project methodologies required.

Functional and system design specifications development experience required.

Experience with Farm Bureau Insurance products and billing systems required.

Willingness to pursue continuing job-related training and education required.

Preferred

Experience in project management techniques preferred.

Technical background and experience with Farm Bureau systems preferred.

Experience working in small-to-medium sized projects preferred.

Experience in process improvement preferred.

Experience working with property/casualty products preferred.

Note: Farm Bureau offers a full benefit package including medical, dental, vision, and 401K.

PM19