Underwriting Management and Policy Help Desk Specialist

At EMC, we’re all about working together to make an impact. As part of our team, you’ll have the opportunity to grow, contribute, and gain experience that matters. We strive to be caring leaders, close partners, and responsive experts—always supporting each other to do our best work. Join us, and let’s improve lives together.

**This position is fully remote and can be based anywhere in the U.S.**

Essential Functions:

• Serves as first point of contact for users seeking assistance with underwriting management, policy administration and rating platforms

• Researches and answers inquiries, including moderately complex inquiries, from all levels of underwriting and rating team members as they related to general operation of the underwriting and policy systems, business procedures, system speed, outages and system documentation

• Assists front line users/departments in their completion of policy transactions by analyzing the error, reviewing the detailed policy information, formulating a response on how to address the issue, either systematically or with a consistent business process or work around resolution

• Assists and performs troubleshooting through diagnostic techniques and pertinent questions. Determines the best solution based on the issue and details provided by user for all underwriting management, policy administration, and rating platforms (legacy and new)

• Creates and updates online help documents for underwriting management and policy systems as assigned

• As needed, creates and notifies users of systems changes as they are moved to production

• Assists in User Acceptance Testing (UAT) for assigned systems and features

• Reviews the screen documentation to ensure that it matches the production screen functionality

• Assists in the research of the impact to the system from proposed changes and enhancements, including the impact on the system users

• Records, monitors, and reports on the progress of application changes and enhancements requests as a result of a help desk inquiry

• Develops supplemental training, procedure and work-around materials

• Identifies the need and contributes to training and resource documents for common issues as a result of Help Desk inquiries and metrics

• Monitors procedural, business process and training materials for relevance to current needs; creates/modifies or partners with other teams to keep user resources current

• Shares, or may facilitate, training for front line users; either individually or in group setting

Education & Experience:

• Associate degree in insurance, business administration, computer science, or related field, or equivalent relevant experience

• Three years of experience in business analysis, process improvement, service desk, underwriting, rating, or technology or related preferred

Knowledge, Skills & Abilities:

• Strong business knowledge of underwriting and rating, with related system knowledge

• Strong analytical abilities to identify problems and prepare solutions

• Strong knowledge of video and other file formats

• Good knowledge of Microsoft Word, Excel, PowerPoint, Outlook, Teams, Zoom, and other collaboration tools

• Knowledge of technical concepts such as client-server, Web applications, and/or Cloud Architecture preferred

• Strong verbal and written communication skills, including presentation skills

• Ability to work in a team setting, as well as independently

• Strong organizational skills

• Ability to develop testing strategies, and follow through on projects

• Excellent customer service skills

The hiring salary range for this position will vary based on geographic location, falling within either the $27.00-$37.00 range or the $30.00-$41.00 range. A hiring range represents a subset of the full salary range.  The actual salary will depend on several factors, including relevant education, skills, and experience of an applicant, geographic location, and business needs. 

Our employment practices are in accordance with the laws that prohibit discrimination due to race, color, creed, sex, sexual orientation, gender identity, genetic information, religion, age, national origin or ancestry, physical or mental disability, medical condition, veteran status, active military status, citizenship status, marital status or any other consideration made unlawful by federal, state, or local laws.

All of our locations are tobacco free including in company vehicles.