Description

• Provides business application support to Agent and Agency partners
• Handles phone calls and emails, supporting Agent technical support needs
• Partners with CI Product, UW/Operations, and IT to develop extensive knowledge of business applications and products
• Develops and applies understanding of product & underwriting guidelines and associated processes
• Effectively navigates business applications and supporting applications to research, analyze and resolve customer inquiries
• Collaborates and communicates across the Helpdesks, Field and CI Operations, and IT teams.
• Knows and complies with corporate policies, regulatory standards (SOX), internal business processes (PCI) and procedures while processing work and meeting/exceeding service performance and quality standards
• Gather, organize, and analyze reports/information when necessary
• Maintain performance standards within a fast-paced environment
• Identify trends and work with IT teams to identify root cause, workarounds, and a permanent fix for the issue
• Occasionally may be asked to assist with User Acceptance Testing for an upcoming release
• Complete assignments and other duties as assigned
• Engages directly with UWs, UAs and Operations to provide support for evaluation and resolution of issues that are escalated based on business impact and priority that come to the Helpdesk from the Field users.
• Analyzes and resolves escalated problems, coordinating associated activity through various areas if needed, and providing timely and accurate updates to stakeholders
• Resolves revenue impacting issues within 24 hours, including via workaround if necessary
• Documents and communicate workarounds for recurring issues and coordinates with Training, Helpdesk and IT Support (i.e., while long-term fix is in development)