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Penn National Insurance · 2 days ago

Operations Support Technician - Underwriting

Harrisburg, PA

Full-time

Hybrid

Entry Level

2+ years exp

Penn National Insurance is seeking a detail-oriented Operations Support Technician to join their team. This role is responsible for testing software, managing insurance department filings, providing technical support, and ensuring compliance with regulatory changes.

Financial ServicesInsurance

Responsibilities

Provides one-on-one or formal training with processing or underwriting business clients and agents on existing system functionality

Trains less experienced staff and new employees on new activities as assigned

Develops test matrices, test plans and test cases that support various test environments

Performs positive and negative tests on test cases according to test plan in various test environments

Verifies that actual test results match expected test case results

Documents discrepancies using automating tracking systems and communicates results to Systems Analysts and Information Technology Department

At the direction of the Department Manager, Project Manager or Systems Analysts, develops test matrices, creates test cases, and enters test cases for non-routine or more complex systems changes

Performs miscellaneous clerical duties as assigned

Provides application help desk and incoming call support

Researches issues to identify specific problems

Independently works to resolve basic or routine problems and develops a course of action for correction

Reviews system-generated error logs and balancing reports

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

Provides input on how issues may be resolved when production issues occur

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

Gathers and researches systems information from various sources and uses that information to develop basic or routine business requirements or change requests

Researches data quality issues upon request from the EDW Team

Responsible for all insurance department rate and form filings

Notifies agents, the branch offices and third party vendors of changes/approvals pertaining to rate and form filings

Responsible for the analysis of insurance department, bureau or other regulatory circulars

Provides technical support to the branch offices on rates, rules, rating procedures and forms

Responsible for updating/developing technical manuals that accompany rate, rule or underwriting guidelines

Responsible for using the electronic filing system (SERFF)

Responsible for updating Company internal and external Web sites for forms, exception pages, and Job Aids

Researches and monitors regulatory web services for compliance with cancellation, nonrenewal and other policy provision statutes

Updates or modifies systems documentation including business or systems requirements, change requests, workbooks, test matrices, test cases, and report layouts

Updates systems reference and user training manuals and Job Aids

Develops training material or Job Aids for minor system entry procedures

Provides input on agency and office communications

Posts updates to KeyWeb and PennConnect

Interacts with Home Office Underwriting Staff to clarify and confirm project expectations

Seeks understanding of upcoming requests

Provides input on how issues may be resolved when production issues occur

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

Regularly assigned to department Help Desk and email folders for assigned system

Qualification

Test planningInsurance department filingsTechnical supportMicrosoft WordMicrosoft ExcelMicrosoft OutlookAnalytical skillsCustomer serviceAttention to detailTeam collaborationVerbal communicationWritten communication

Required

Associates degree required or 2 years comparable work experience required

Prior manual rating experience, with ability to rate one or more major line of business

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

Working knowledge of applicable policy coverages, rating, rating rules, rate filings and rate development, individual state requirements for filing purposes, applicable state statutes and underwriting rules

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

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

Must be able to see and effectively use a computer monitor

Must be able to operate a computer, keyboard and applicable printers and other general office equipment

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

Must be able to hear and communicate via the telephone and/or monitoring devices to both internal and external clients

Must be able to present information to individuals and groups

Must be able to interpret and apply concepts that may or may not be based upon established guidelines

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

Must have a valid driver's license and be able to operate a motor vehicle

Must be able to travel, with overnight stays required