Contact Center & Property and Casualty Specialist

Job description

Operations – P&C Insurance & Brokerage Contact Centre

Role Overview

• 10+ years of experience in large managed contact centre supporting international insurance markets (primarily US, UK & Australia).
• Awareness of a blended, digital-first operating model across voice + chat + email + messaging + portal/self-service,
• Must bring deep P&C insurance + brokerage domain expertise,--- Key Knowledge required
• Contact Centre Technology Leadership (Hands-on + Strategic)
• Has adequate knowledge across the CC technology stack and modernization roadmap: o CCaaS/ACD/IVR, skills-based routing, callback, speech/text analytics, QM o CRM/Case management integrations (Salesforce/Dynamics/ServiceNow as applicable) o WFM (forecasting, scheduling, shrinkage, real-time adherence)

Digital channels

• chat, messaging, social, email routing, co-browse (where applicable)

Automation

• RPA, workflow orchestration, agent assist, GenAI-based summarization (where approved)
• P&C Insurance Domain Knowledge (Must-Have)
• Strong understanding of:

Policy lifecycle

• new business → renewals → endorsements → cancellations

Claims intake

• FNOL, claim status support, documentation requests, escalation pathways

Coverage basics

• GL, Property, Auto, Workers Comp (US), package policies, etc.
• Market differences and servicing expectations for US/UK/AUS.
• Brokerage Knowledge (Must-Have)

Brokerage operations understanding

• Submissions, quoting coordination, carrier interactions, bind support coordination o COIs and policy documentation workflows
• Broker service SLAs, turnaround times, and client relationship expectations.
• Broker Platform Tools Knowledge (Must-Have)
• Working knowledge (hands-on preferred) of broker platforms such as:
• Applied Epic, Applied TAM, Vertafore AMS360, Vertafore Sagitta

Understanding/integration awareness of policy admin/claims platforms (good-to-have)

• § Guidewire (Policy Center/ClaimCenter/Billing Center), Duck Creek, Applied CSR24 (if relevant)

Qualifications

BACHELOR OF COMMERCE