Customer Experience Lead
The Customer Experience Lead is responsible for improving the overall agent and policyholder experience by driving discussion points and owning decisions regarding the online presentation of information for both the agent and policyholder portals. This position requires excellent communication and organization skills. Qualified applicants will have a deep understanding of the property and casualty industry from both a coverage and systems perspective including both agent and policyholder needs. This person is responsible for working with key functional departments (product development, IT, project management, and marketing) along with vendors to translate customer needs to an ideal customer experience.
Qualified candidates will possess a 4 year degree or equivalent work experience. Minimum of 5 years’ experience in the following areas: Knowledge of Commercial and Personal Lines insurance products, core insurance processing systems, and the independent agency system. Familiar with techniques to enhance customer satisfaction and improve business processes. Understanding of industry technologies and trends, and is able to suggest enhancements to the data exchange/automation between Merchants and agents to include agency systems such as Download and eDocs. Experience with best in class competitive carrier communication touch points such as transaction/communication logs. Understands IT and project management concepts including the writing of business requirements Strong organizational skills with an ability to plan and monitor activities. Effective communicator; both written and verbal with the ability to plan and lead discussions. Creative thinker with ability to transform concepts to project results.
In addition to a competitive salary we offer an outstanding bonus program, and attractive benefit package including health, dental, vision and a guaranteed 401(k) employer match of 100% up to 6% of eligible compensation. Please visit our company website at: www.merchantsgroup.com to apply online. EOE
competitive salary and outstanding Bonus potential