Customer Service Operations Analyst

Responsible for customer service processes, with a focus on process improvements, managing impacts associated with process improvements, and impacts from projects and initiatives. Work with department leadership, Quality Analyst, training teams, Commercial Operations Specialist, and all other business partners that interact with Customer Service to document and maintain processes and procedures while building relationships to ensure service meets and exceeds customer needs.

PRIMARY JOB RESPONSIBILITIES:

• Initiate and lead systems, process, and procedural improvements that drive efficiency and increase customer satisfaction. Implement necessary changes, including collaboration with department leadership and staff.
• Assist in the research, development, and maintenance of business procedures.
• Provide process/procedure information and technical expertise to training teams for the development of training activities and materials based on input from department leadership.
• Manage changes and lead improvements with information systems and applications used by the department.
• Understand and emphasize underwriting philosophy and expectations to ensure compliance with Church Mutual underwriting and regulatory requirements within established processes and procedures.
• Lead and/or participate in assigned projects; responsibilities may include researching, developing business requirements, identifying the resources needed, and customer acceptance testing.
• Serve as a liaison with other Church Mutual departments and CM Group subsidiaries.
• Coordinate communication efforts with the enterprise stakeholders for Customer Service department changes that affect other areas and for changes from other areas that will impact Customer Service.
• Lead special projects and other key work and duties, as assigned.
• Work collaboratively, in a team environment, to achieve corporate and team goals to enhance the customer experience. Assist others in work processes to accomplish team workload expectations.

QUALIFICATIONS:

• Bachelor's degree or equivalent experience required.
• Property and casualty insurance license required. Relevant licenses must be renewed and maintained in accordance with Church Mutual and applicable state requirements.
• Minimum 4 years of experience in customer service.
• CISR designation desired.
• Strong insurance industry, product, service, and process knowledge
• Experience with business process improvement projects is preferred.
• Ability to organize, determine priorities, and work well under pressure.
• Must be a self‑starter with the ability to work independently and in a team environment.
• Strong analytical and decision-making skills.
• Excellent interpersonal skills to effectively communicate with people, at all levels, inside and outside of the organization in a fast-paced environment.
• Passion for driving improvement and leading change in a complex environment.
• Ability to analyze complex situations, draw conclusions, and implement solutions.
• Excellent communication skills, both written and verbal, directed to internal or external sources, at all levels, of management and strong listening skills.
• Demonstrated skills in relationship building, including the ability to influence others, collaborate, and/or negotiate solutions.
• Creative, highly motivated, result oriented, responsive, and decision-oriented individual with emphasis on detail, organization, and quality.
• Demonstrated desire and commitment to continually learn and strengthen knowledge, accept new challenges, and strive for personal improvement/growth.
• Ability to present ideas and information in formal and informal group settings.
• Ability to learn and use proprietary software and Microsoft products.
• Ability to maintain confidentiality.