Operations Support Associate at Penn National Mutual Casualty Insurance in Harrisburg, Pennsylvania

Job Description:

For basic, routine systems maintenance & enhancements, and non-complex new internally developed or purchased third-party software product/systems the Operations Support Associate is responsible for designing, developing, coordinating and implementing automated & non-automated solutions. This position tests all internally developed or purchased third-party software and/or services to ensure quality and product expectations are met. This position conducts business process analyses, needs assessments and defines functional, system and program requirements to ensure information technology solutions are aligned with business initiatives. 

ESSENTIAL DUTIES AND RESPONSIBILITIES

Research Analysis and Evaluation:

Collaborates with technical, HO Underwriting, Claims, Finance, Division Management, etc. on changes/enhancements and non-complex new product development and resulting systems implications. Analyze and research business and systems information gathered from multiple and diverse sources. Uses information to develop business and systems requirements. Focus at this level may be cross-functional, including Information Technology, Claims, Actuarial, and others as deemed necessary.

Selects best approach to complete assignments and gains by-in on approach for each assignment. Following the guidance of the assigned Operations Support Specialist or Systems Support Specialist or Department Manager, identifies, develops, and integrates new and existing processes/procedures, operational and strategic initiatives, including: quality, service, productivity, profitability, management information and expense management. Designs and creates basic ad hoc reports for the purpose of making business decisions.

Gathers and researches systems information from various sources and uses that information to develop non-complex business requirements or change requests.

Troubleshooting and Problem Resolution:

Provides application help desk and incoming call support. May be called upon to provide 2nd level call support in support of Operations Support Technician handling of calls. 

Reviews system-generated error logs and balancing reports. 

Researches system errors and production issues for assigned applications and independently works to resolve basic or routine problems and develops a course of action for correction.

Researches data quality issues upon request from the EDW Team.

At the direction of the Department Manager, Project Manager, Systems/Operations Support Specialists, may research non-routine, non-complex issues to identify specific data problems, systemic issues, and root causes.  

 

Plans and coordinates problem resolution activities. Focus at this level is non-routine problems/issues of a non-complex nature and is cross-functional including Information Technology, Claims, Actuarial, and others as deemed necessary.

Provides guidance, direction and training to Operations Support Technicians who can’t resolve problems independently.

Testing Framework:

Develops test matrices, test plans and test cases; performs positive and negative testing; verifies that actual test results match expected test case results and ensures outcomes meet project definition and quality expectations; documents discrepancies using automating tracking systems and communicates results to Department Manager, Systems or Operations Support Specialists and Information Technology Department for the following projects/assignments: Basic or routine systems changes for assigned systems; Non-complex new product, or non-routine or more complex systems changes, following the direction provided by the Department Manager, Project Manager, Systems or Operations Support Specialists.

Completes limited (high level) testing on new product development.

May be called upon to do more volume testing based on project assignment or resources needs; requires thorough knowledge of assigned systems within assigned department.

Provides guidance and direction to Operations Support Technicians as they complete full testing on changes to or non-complex new product development.

Internal Operations -  Independently updates rates, stats and form changes in the various automated underwriting and processing systems used to produce test, model and production policies, including premium charges and policy output.

Documentation:

Creates, updates and modifies systems documentation including, but not limited to: business or systems requirements, change requests, workbooks, test matrices, test cases, and report layouts on changes or non-complex new product development. Documentation is used by programmers/developers to program changes to production systems.

Develops and updates systems reference and user training manuals and Job Aids for assigned projects or at the direction of the Department Manager, Project Manager, or Systems/Operations Support Specialists. 

Provides input on agency and office communications.

Develops agency and office communications.

Training:

Mentors and trains less experienced staff and new employees on new activities as assigned.

Creates system training manuals and job aids. 

Develops and delivers system training courses for corporate and service office business clients or agents on non-complex new and existing system functionality.  

Planning and Estimating:

Estimates time to complete individual assignments. Create action plans associated with specific project assignments. Organize and prioritize personal work to meet assigned target dates. Manages multiple concurrent projects. Following direction provided by Department Manager, able to plan work and proceed with assigned tasks. 

Successfully handles multiple concurrent assignments.

Works with IT to implement non-complex systems upgrades. At the direction of the Department Manager, Project Manager, Systems or Operations Support Specialists, reviews product release upgrade notes to determine areas of impact; partners with IT to develop project implementation plan; develops test plans, test criteria and test cases to ensure upgrade meets user functionality needs; develops user documentation.

Client Interaction:

For assigned business requirements, change requests, state or line of business assignments, at the direction of the Department Manager, Project Manager, Systems or Operations Support Specialists, interacts with Home Office Underwriting Staff or other Division Management Staff to clarify and confirm project expectations; seeks understanding of upcoming requests; and when production issues occur, provides input on how issues may be resolved.

Interacts with IT, processing, underwriting and claims offices, CCC, claims, agents and vendors to clarify requirements and resolve production problems for their assigned systems. 

Incoming support requests (calls / emails from service offices and agents) - may be regularly assigned to department Help Desk and email folders for assigned systems. 

May provide direction and guidance to less experienced staff assigned to incoming support requests (calls / emails from service offices and agents). 

Vendor Management:

For existing vendor partnerships/interfaces: Creates, updates and modifies vendor systems documentation and business requirements; Provides business and systems direction to vendor staff; Works with vendor and IT to develop and execute project plans.

Leadership:

At the Direction of Department Manager or the Systems and Operations Support Specialist: Reviews Operations Support Technician test results; May coordinate and conduct cross-functional meetings; Within defined parameters, negotiate target dates as necessary; Mentors team members; Cross-train team members.

Initiative:

Based on direction provided by Department Manager, accommodates changing assignments, suggesting appropriate priorities to manager or team leader as needed. Independently takes action to achieve goals beyond what is required, being proactive; makes constructive suggestions; actively participates in team meetings.

Other:

Provides assistance on other projects/duties as assigned.

Performs miscellaneous clerical duties as assigned.

Participates in self-development to maintain the currency necessary to perform the duties of the position.

Occasional travel may be required.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

Why Penn National Insurance

·         A career with Penn National Insurance offers a total rewards package that makes us a regional employer of choice.  When you are part of the Penn National Insurance family, we want you to feel secure in:

·         Your Career: We offer a comprehensive benefit and compensation package including a generous 401k match, graded profit sharing, recognition programs, and incentive compensation.  Additionally, Penn National Insurance company policy provides for remote access, flex-scheduling, and a dress-for-your-day dress code. 

·         Your Employer: Penn National Insurance celebrated its 100th anniversary in 2019.  With the $1 billion direct written premium threshold in sight, the company is utilizing innovation solutions and analytic insights to grow its share of the small commercial and middle market business, as well as personal lines.  Our proud tradition of adhering to a relationship-driven business model, and our ability to adapt to changes over time reinforce our reliability and strength.

·         Your Community: The Company and our employees donate more than $500,000 annually to fund enrichment programing throughout the communities we serve.  Our United Way campaign raised an additional $350,000 last year.  We are also taking real steps to decrease our environmental impact.  We have added bicycle accommodations, enhanced energy efficiency, introduced water conservation measures, and implemented cool-roof technology.

·         Your Future: We create a rewarding career path and enable long-term retention by offering enhanced benefits around continuing education and professional development.  The average employee tenure at Penn National Insurance is 14 years!

QUALIFICATIONS

 

Education/Credentials:

Associates degree required or 2 years comparable work experience required.

 

Continuing education and self-improvement in insurance related courses such as IIA, CPCU, etc. preferred.

 

Experience:

A minimum of 3 years’ experience in automated systems processing/testing within the Property and Casualty insurance environment.

 

Microsoft Word, Excel and Outlook.

 

Demonstrated multitasking skills.

 

Demonstrated ability to work in a team environment.

 

Demonstrated customer service skills.

 

Demonstrated verbal and written skills.

 

Demonstrated ability to manually rate all transactions for one or more lines of business.

 

Demonstrated ability to interpret manual rating rules and apply that knowledge.

 

Good proof-reading skills.

 

Demonstrates good understanding of systems development/project management methodology.

 

Demonstrated ability to recommend preferred and alternative systems solutions, and the pro/cons of each. 

 

Demonstrated ability to adjust quickly to changing assignments and priorities.

 

Strong working technical knowledge of assigned systems/applications.

 

Strong technical knowledge of property and casualty automated systems used internally and/or vendor systems used by external clients for multiple lines of business.

JOB REQUIREMENTS (as required by ADAAA)

 

Must have the ability to operate a computer, keyboard, and all applicable printers.

 

Primarily a sedentary position that requires occasional standing and walking throughout the office environment.

 

Must be able to access and enter information accurately, using automated systems.

 

Must have the ability to perceive and distinguish emotions during interactions with people, in person and via the telephone.

 

Must be able to interpret and apply concepts based on established guidelines; and/or departmental or company policies and procedures.

 

Must be able to travel periodically, with over-night stays required.

 

Must be able to maintain acceptable attendance and adhere to scheduled work hours.

Apply Now