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Customer Solutions Analyst

JOB SNAPSHOT: 
Employee Type:  Full-Time
Location: 

Kansas City, MO, US, 64106

Job Type:  Administrative
Secondary Location: 
Years of Experience: 

RT Specialty, a division of Ryan Specialty is looking for a Customer Solitions Analyst to join our Kansas City, MO team. We are a fast paced, energetic and rapidly growing organization that offers a great opportunity for someone interested in further developing their career. Ryan Specialty has been named one of America’s Most Loved Workplaces by Newsweek, and has been named 2021 top Insurance Employer by Insurance Business America.

Position Summary:

This position is focused on continuous improvement of the customer experience for front office producers, agents, carriers and insureds. Working with productions teams, back-office teams, and external customers, the Customer Solutions Analyst is responsible for identifying gaps, tracking/trending issues and communicating root cause to improve processes. This role is also responsible for implementation of the new improved process.

Essential Functions:

  • Provide excellent customer service to Front Office Producers, Agents and Carriers.
  • Answer tier 1 customer service questions, such as billing history, payment details, and ePay processes.
  • Identify trending business issues, propose resolution, and work with appropriate teams to complete process improvement.
  • Serve as a backup for answering calls and responding to emails.
  • Identify and communicate process improvement and training opportunities.
  • Track RT Way compliance and process improvements.
  • Project related activities as required including requirements gathering and user acceptance testing.
  • Projects and assignments related to servicing the business and management of the customer experience inclusive of tax, accounting, and compliance process improvements
  • The position will measure success with the following factors:
    • Reduction in non-adherence to the RT Way
    • Reduction in re-bill and double re-bill percentage
    • Reduction in escalated calls 
    • Improved knowledge with front office teams
    • Improved service satisfaction across our front office and agent client base

Education/Experience/Skills:

  • Advanced knowledge in P&C required, including customer experience in Excess and Surplus lines of business
  • Ability to manage and perform job duties with little to no direct supervision
  • Excellent customer service, analytical and organization skills
  • Strong written and verbal communication skills
  • Ability to work in a fast-paced environment
  • Ability to work in a team environment 
  • Ability to effectively manage time and priorities
  • Intermediate knowledge of MS Office, advanced knowledge of Excel is a plus

Disclaimer

Ryan Specialty is an Equal Opportunity Employer


Nearest Major Market: Kansas City

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