The posting
Join Amwins Group where we work as one team, committed to collaboration, teamwork, and never settling for the status quo!
Amwins is seeking an adaptable, detail-oriented Client Services Specialist to help launch and support new products and workflows on the Incubation Team. In this role, you’ll quickly learn complex, still-evolving processes and turn them into clear SOPs and job aids, tracking open questions and gathering stakeholder sign-off along the way. You’ll also plan and run user acceptance testing (UAT), validate system configuration such as queue routing, mailboxes, and task processing, and log results in a standardized tracker.
Beyond documentation and testing, you’ll train new team members, lead walkthroughs and demos, and serve as a go-to resource after launch. You’ll work with onshore and offshore partners, production team members, and underwriting operations to resolve issues, clarify handoffs and ownership, and escalate and track open gaps through to resolution. You’ll also present updates and UAT results to leadership and cross-functional stakeholders, and step in across processes to support volume as needed.
The Client Services Specialist should be comfortable with ambiguity and constantly changing procedures. The Client Services Specialist should also communicate clearly in writing and in person, tailor your message to audiences from frontline processors to senior leaders, and pay close attention to detail.
Job Duties & Responsibilities
- Demonstrate the ability to quickly comprehend complex, nuanced processes, including those still being defined, and translate them into simplified documentation.
- Draft, maintain, and update SOPs and job aids for new products and workflows, tracking open questions, incorporating stakeholder feedback, and obtaining key stakeholder sign-off.
- Conduct detailed analysis of touchpoints, impacts, and decision trees regarding created workflows and documentation.
- Plan and execute user acceptance testing (UAT) of new workflows and system changes, including building test accounts, test cases, and logging results (pass/fail with details) in a standardized tracker.
- Work in various internal systems that support all incubation processes and help validate configuration such as queue routing, mailboxes, and task processing.
- Train new resources on developed processes, serve as a post-launch resource, and perform quality control on completed work. Lead workflow walkthroughs and demos for teams of varying sizes.
- Present process updates, UAT results, and open issues to leadership and cross-functional stakeholders in meetings and written summaries, and contribute to discussions on recommendations, enhancements, and decisions.
- Work with onshore and offshore partners, production team members, and underwriting operations partners to identify, research, resolve, and document changes and errors that arise during new process implementation. Clarify handoffs and ownership before launch.
- Escalate and track unresolved process gaps and system issues through resolution and communicate status to leadership and impacted teams.
- Process all escalations related to incubation teamwork.
- Maintain working knowledge of all processes the incubation team builds and the functions it supports, and step in to support volume as needed.
- Work independently and collaboratively to meet timing and quality service levels.
Qualifications
- Amlink & OnBase knowledge preferred
- Ability to deal with ambiguity, work with loosely defined guidelines, and constantly changing procedures.
- Ability to understand nuanced, complex processes, including exceptions, dependencies, and how a change in one step affects the steps around it.
- Strong written and verbal communication skills, including being comfort presenting and facilitating training and group discussions in person and virtually.
- Ability to tailor explanations to different audiences, such as frontline processors, offshore teams, and senior leaders.
- Strong attention to detail when comparing documents and verifying data.
- Comfortable learning new systems quickly and testing them in non-production environments.
- Ability to make decisions and solve problems using sound, inclusive judgment.
- Strong proficiency with Microsoft Office Suite.
- Preferred 2+ years of experience in insurance and/or a policy support role.
Equal Opportunity Policy: The acceptance of the requested information for consideration and referral of candidates will be without regard to a candidate’s race, creed, color, age, gender, marital status, veteran status, national origin, sexual orientation/identification/expression, disability status, or weight and will be based solely on the candidate’s qualifications for the position. We are an equal opportunity employer.
The Amwins Advantage: Benefits & Perks Available to Full-Time US Based Employees
- Medical, Dental, Vision available your first day of employment
- Choice of medical plans through Blue Cross Blue Shield; Kaiser available for CA employees
- Mental health support including:
- Virtual therapy
- Digital coaching
- 24/7 EAP counseling
- Company-paid Basic Life & AD&D Insurance, Short-Term Disability, and Employee Assistance Program
- Health Savings Account with company contributions
- Health Care FSA, Dependent Care FSA, and Commuter Benefits
- Parental Leave and Adoption Assistance
- Voluntary coverage options:
- Life Insurance
- Critical Illness
- Accident
- Identity Theft Protection
- Retiree medical benefits available for Medicare-eligible retirees
- 401(k) with company match
- Generous Paid Time Off and Company Holiday Schedule
- Collaborative, continuing education focused work environment
- Career advancement opportunities
