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Customer Solutions Analyst - RTS

JOB SNAPSHOT: 
Employee Type:  Full-Time
Location: 

Kansas City, MO, US, 64106

Job Type:  Administrative
Secondary Location: 
Years of Experience: 

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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