Penn National Insurance has a great opportunity to join our team as an Operations Support Associate. This is a hybrid position reporting to our office in Harrisburg, PA.
For basic, routine systems maintenance & enhancements, and non-complex new internally developed or purchased third-party software product/systems:
This position is responsible for designing, developing, coordinating and implementing automated & non automated solutions.
This position tests all internally developed or purchased third-party software and/or services to ensure quality and product expectations are met.
This position conducts business process analyses, needs assessments and defines functional, system and program requirements to ensure information technology solutions are aligned with business initiatives.
COMPETENCIES AND ESSENTIAL DUTIES OF THE OPERATIONS SUPPORT ASSOCIATE
Team Building
Training
Mentors and trains less experienced staff and new employees on new activities as assigned.
Creates system training manuals and job aids.
Develops and delivers system training courses for corporate and service office business clients or agents on non-complex new and existing system functionality.
Attention to Details
Troubleshooting and Problem Resolution
Provides application help desk and incoming call support. May be called upon to provide 2nd level call support in support of Operations Support Technician handling of calls.
Reviews system-generated error logs and balancing reports.
Researches system errors and production issues for assigned applications and independently works to resolve basic or routine problems and develops a course of action for correction.
Researches data quality issues upon request from the EDW Team.
At the direction of the Department Manager, Project Manager, or Systems/Operations Support Specialists, may research non-routine, non-complex issues to identify specific data problems, systemic issues, and root causes.
Plans and coordinates problem resolution activities. Focus at this level is non-routine problems/issues of a non-complex nature and is cross-functional including Information Technology, Claims, Actuarial, and others as deemed necessary.
Provides guidance, direction and training to Operations Support Technicians who can’t resolve problems independently.
Client Interaction
For assigned business requirements, change requests, state or line of business assignments, at the direction of the Department Manager, Project Manager, Systems or Operations Support Specialists, interacts with Home Office Underwriting Staff or other Division Management Staff to clarify and confirm project expectations; seeks understanding of upcoming requests; and when production issues occur, provides input on how issues may be resolved.
Interacts with IT, processing, underwriting and claims offices, CCC, claims, agents and vendors to clarify requirements and resolve production problems for their assigned systems.
Incoming support requests (calls / emails from service offices and agents) – may be regularly assigned to department Help Desk and email folders for assigned systems.
May provide direction and guidance to less experienced staff assigned to incoming support requests (calls / emails from service offices and agents).
Documentation
Creates, updates and modifies systems documentation including, but not limited to: business or systems requirements, change requests, workbooks, test matrices, test cases, and report layouts on changes or non-complex new product development. Documentation is used by programmers/developers to program changes to production systems.
Develops and updates systems reference and user training manuals and Job Aids for assigned projects or at the direction of the Department Manager, Project Manager, or Systems/Operations Support Specialists.
Provides input on agency and office communications.
Develops agency and office communications.
Quality Orientation
Research Analysis and Evaluation
Collaborates with technical, HO Underwriting, Claims and Finance, Division Management, etc. on changes/enhancements and non-complex new product development and resulting systems implications. Analyze and research business and systems information gathered from multiple and diverse sources. Uses information to develop business and systems requirements. Focus at this level may be cross-functional, including Information Technology, Claims, Actuarial, and others as deemed necessary.
Selects best approach to complete assignments and gains by-in on approach for each assignment. Following the guidance of the assigned Operations Support Specialist or Systems Support Specialist or Department Manager, identifies, develops and integrates new and existing processes/procedures, operational and strategic initiatives, including: quality, service, productivity, profitability, management information and expense management, Designs and creates basic ad hoc reports for the purpose of making business decisions.
Gathers and researches systems information from various sources and uses that information to develop non-complex business requirements or change requests.
Vendor Management
For existing vendor partnerships/interfaces:
Creates, updates and modifies vendor systems documentation and business requirements.
Provides business and systems direction to vendor staff.
Works with vendor and IT to develop and execute project plans.
Leadership
At the Direction of Department Manager or the Systems and Operations Support Specialist:
Reviews Operations Support Technician test results.
May coordinate and conduct cross-functional meetings.
Within defined parameters, negotiate target dates as necessary.
Mentors team members.
Crosstrain team members.
Planning & Organizing
Testing Framework
Develops test matrices, test plans and test cases; performs positive and negative testing; verifies that actual test results match expected test case results and ensures outcomes meet project definition and quality expectations; documents discrepancies using automating tracking systems and communicates results to Department Manager, Systems or Operations Support Specialists and Information Technology Department for the following projects/assignments:
Basic or routine systems changes for assigned systems.
Non-complex new product, or non-routine or more complex systems changes, following the direction provided by the Department Manager, Project Manager, Systems or Operations Support Specialists.
Completes limited (high level) testing on new product development.
May be called upon to do more volume testing based on project assignment or resources needs; requires thorough knowledge of assigned systems within assigned department.
Provides guidance and direction to Operations Support Technicians as they complete full testing on changes to or non-complex new product development.
Internal Operations - Independently updates rates, stats and form changes in the various automated underwriting and processing systems used to produce test, model and production policies, including premium charges and policy output.
Planning and Estimating
Estimates time to complete individual assignments. Create action plans associated with specific project assignments. Organize and prioritize personal work to meet assigned target dates. Manages multiple concurrent projects. Following direction provided by Department Manager, able to plan work and proceed with assigned tasks.
Works with IT to implement non-complex systems upgrades. At the direction of the Department Manager, Project Manager, Systems or Operations Support Specialists, reviews product release upgrade notes to determine areas of impact; partners with IT to develop project implementation plan; develops test plans, test criteria and test cases to ensure upgrade meets user functionality needs; develops user documentation.
Positive Approach
Initiative
Based on direction provided by Department Manager, accommodates changing assignments, suggesting appropriate priorities to manager or team leader as needed. Independently takes action to achieve goals beyond what is required, being proactive; makes constructive suggestions; actively participates in team meetings.
Provides assistance on other projects/duties as assigned.
Performs miscellaneous clerical duties as assigned.
Applied Learning
Participates in self-development to maintain the currency necessary to perform the duties of the position.
Performs various projects requested or assigned by the Application Manager, Internal Operations Business Systems Support Manager or Project Manager
CORPORATE CORE COMPETENCIES OF THE OPERATIONS SUPPORT ASSOCIATE
Effectively Communicates and Connects
Communicates clearly and concisely.
Prepares written communications that adhere to department standards.
Attentively listens and asks clarifying questions.
Builds positive relationships within the workplace.
Customer Focused
Develops and maintains knowledge about the needs of customers and how the team provides value.
Aware of customer risks and when to escalate risks.
Identify and utilize the appropriate resources to solve customer problems.
Accelerates follow-up and action to resolve issues.
Talent Development Mindset
Brainstorms ideas for technical and/or professional development.
Works with supervisor to identify relevant development opportunities and shadowing opportunities, including technical skill building and professional skill enhancement.
Acts on opportunities to recognize colleagues for a job well done.
Demonstrates Adaptability
Seeks to understand others' needs and perspectives, especially those different from my own.
Open to learning about new and challenging ideas to drive the success of the work in which I am involved.
Learns how to be flexible to accommodate deliverables and prioritize work effectively.
Demonstrates Accountability
Takes ownership of mistakes and consults with others to resolve, learning from the experience.
Consistently checks the accuracy of work.
Provides coverage or assistance to others when needed.
Proactively steps-up to provide guidance or assistance.
SPECIAL RELATIONSHIPS FOR THE OPERATIONS SUPPORT ASSOCIATE
Direct contact with IT development staff.
Direct contact with EDW and Statistical personnel.
Direct contact with Systems or Operations Support Specialist and Operations Support Technicians.
Direct contact with Customer Contact Center
Direct contact with Actuarial personnel
Direct contact with corporate support departments, such as: Central Policy Assembly, Mail Room and ImageRight Departments.
Direct contact with field offices and home office underwriting departments
Direct contact with agents.
Direct contact with state insurance departments, regulatory agencies, ISO, NCCI and other rating organizations and trade associations
Direct contact with vendors on those applications assigned testing or research tasks or minor systems changes.
Direct contact with business department staff and all levels of management as part of analysis, troubleshooting and problem resolution activities.
With direction from Systems Support Specialists or Operations Support Specialists or Department Manager, interacts with all levels of authority within the organization.
QUALIFICATIONS FOR THE OPERATIONS SUPPORT ASSOCIATE
Education/Credentials
Associates degree required or 2 years comparable work experience required
Continuing education and self-improvement in insurance related courses such as IIA, CPCU, etc. preferred
Experience
A minimum of 3 years of experience in automated systems processing/testing within the Property and Casualty insurance environment
Technical/Professional Knowledge
Microsoft Word, Excel and Outlook
Demonstrated multitasking skills.
Demonstrated ability to work in a team environment.
Demonstrated customer service skills
Demonstrated verbal and written skills
Demonstrated ability to manually rate all transactions for one or more lines of business.
Demonstrated ability to interpret manual rating rules and apply that knowledge
Good proof-reading skills
Demonstrates good understanding of systems development/project management methodology
Demonstrated ability to recommend preferred and alternative systems solutions, and the pro/cons of each.
Demonstrated ability to adjust quickly to changing assignments and priorities
Strong working technical knowledge of assigned systems/applications
Strong technical knowledge of property and casualty automated systems used internally and/or vendor systems used by external clients for multiple lines of business
JOB REQUIREMENTS (as required by ADA – Americans with Disabilities Act)
This position is primarily a sedentary position that requires occasional standing and walking throughout the office environment.
Must be able to see and effectively use a computer monitor.
Must be able to operate a computer, keyboard and applicable printers and other general office equipment.
Must be able to access and enter information accurately using automated systems.
Must be able to hear and communicate via the telephone and/or monitoring devices to both internal and external clients.
Must be able to present information to individuals and groups.
Must be able to interpret and apply concepts that may or may not be based upon established guidelines.
Must be able to maintain acceptable attendance and adhere to scheduled work hours.
Must have a valid driver’s license and be able to operate a motor vehicle.
Must be able to travel, with overnight stays as required.
Only candidates from the following states will be considered for opportunities at Penn National Insurance: Alabama, Delaware, Iowa, Maryland, Minnesota, North Carolina, New Jersey, Pennsylvania, South Carolina, Tennessee, Virginia, Wisconsin.
