Associate Operations Support Specialist

Who We Are

For over 70 years, Glatfelter Insurance Group has believed in doing the right thing for our clients, agents, communities and associates. This founding principle has enabled Glatfelter to grow from the kitchen-table, one-man-operation as it began, to one of the largest managing general agencies in the U.S. with nearly 500 associates across the country, a distribution network of over 4,500 independent brokers and more than 30,000 clients. It is what drives us to innovate—the desire to deliver the best for our clients. Founded as The Glatfelter Agency, which is still in operation, the program basis of Glatfelter Insurance Group, Volunteer Firemen’s Insurance Services (VFIS), was founded in 1969. Throughout the years, Glatfelter has expanded to include specialized program business inclusive of public entities, educational institutions, healthcare facilities, and religious organizations. Glatfelter provides their insureds with comprehensive insurance solutions including property, casualty, life insurance, and more. In 2018, Glatfelter joined American International Group (AIG) and is now part of the AIG family.

About the Position

Glatfelter Insurance Group is seeking an Associate Operations Support Specialist in our Client Service Operations Department. This position will be responsible for operational support and administrative functions of GIG, and our external distribution network, within established quality, service and productivity standards under general supervision. The position works with various departments and programs within GIG to ensure cross-functional communication and collaboration. The role gathers information from clients and/or GIG business units to define problems. 

Other responsibilities include:

• Assists with development of support plan to prioritize and resolve operational issues. 
• Addresses client issues promptly and accurately.  
• Handles escalated issues and follow-up on outstanding issues promptly. 

This position is required to be onsite at our Leader Heights, York, PA office.

Key Responsibilities

• Promptly and accurately receives, sorts, scans, prepares and distributes incoming mail in physical and/or electronic format. 
• Follows established workflow to store and handle original checks, vehicle titles and other documents. 
• Promptly and accurately processes outbound mail, correspondence, file material or other claims or underwriting items through the appropriate method. 
• Promptly and accurately processes claims and underwriting related tasks and media requests.
• Performs clearance in all systems and orders reports as necessary.  Marks files accordingly; and acts as a backup for other program business when teammates are out of the office.
• Promptly and accurately processes new business applications. 
• Creates letter for certified copy of policies, obtains signature and has the letter notarized and places copies in appropriate OnBase file. 
• Performs special clerical functions requested by GCM/GUS management as approved by CSO Management.
• Actively assists with telephone coverage, as requested.
• Participates in cross team discussions within Client Service Operations to identify efficiencies and collaborative projects. 
• Performs responsibilities necessary to ensure the accurate and efficient processing of assignments within designated span of control, line of business and area of specialization.
• Assists with the training of new and existing associates, as requested. 
• Assists with the creation and maintenance of training documentation, as needed. 
• Upholds the highest standards of customer satisfaction and service to GIG business units, and our external distribution network.
• Maintains confidentiality of information and disposes of material in approved manner. 
• Contributes to the team effort by performing other assigned duties as needed.

What We’re Looking For

• High School Diploma or equivalent required.
• One (1) year work experience with insurance systems, or appropriate transferrable experience in a related field. 

Technical Qualifications:

• Basic knowledge of related computer applications and basic computer technologies.
• Basic knowledge of insurance company and agency operations.
• Basic problem-solving and analytical skills.
• Ability to interact and communicate with a wide variety of people (internal and external) in an effective manner using reading, writing, speaking, and listening skills.
• Must be organized, detail-oriented, self-motivated, and willing to meet strict deadlines.
• Must be flexible and adaptable to changing priorities and directions.

Upon employment associate is required to:

• Successfully complete AINS 101, or equivalent coursework.
• Must be willing to maintain and expand level of technical and professional skills.

Why Choose Glatfelter?

Glatfelter is honored to have been named a Best Place to Work in PA since 2005. We are proud to offer a range of employee benefits and resources that help you protect what matters most - your health care, savings, financial protection and wellbeing. In addition to 17 paid holidays, (which includes a personal holiday and mental health and wellness day) we provide a variety of leaves for personal, health, family, and volunteer needs.  

We believe in fostering our associates' development and offer a range of learning opportunities for associates to hone their professional skills to position themselves for the next steps of their careers. We have a tuition reimbursement program for eligible associates to enhance their education, skills, and knowledge in areas that relate to their current position or future positions to which they may transfer or progress.

Equal Opportunity Employer

It has been and will continue to be the policy of Glatfelter Insurance Group to be an Equal Opportunity Employer. We provide equal opportunity to all qualified individuals regardless of race, color, religion, age, gender, gender expression, national origin, veteran status, disability or any other legally protected categories. At Glatfelter, we believe that diversity and inclusion are critical to our future and our mission – creating a foundation for a creative workplace that leads to innovation, growth, and profitability.  Glatfelter is committed to working with and providing reasonable accommodations to job applicants and employees with physical or mental disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to complete any part of the application or hiring process, please contact Human Resources. Reasonable accommodations will be determined on a case-by-case basis.

Job Grade: 4