Business Operations Specialist

Allentown, Pennsylvania, United States | Full-time

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Company Overview:

Andesa Services, Inc is a service and technology company. We are proud to serve the Life Insurance and Annuity industry through custom Software as a Service (SaaS) technology solutions and dedicated business support to end-users such as insurance carriers, fraternal organizations, brokers or policy holders. More information on these services can be found on our website at www.AndesaServices.com.

Andesa was established in 1983 and has locations in Allentown, PA and Sarasota, Fl. We are a 100% employee-owned company via an Employee Stock Ownership Plan (ESOP), which means when you join our team, you will not only become an employee-owner, you will be contributing to and taking part in the success and longevity of the company!

Career Opportunity:

We are currently seeking driven and eager-to-learn individuals to join our Business Operations Team as a Business Operations Specialist (BOS).

As a BOS, you will gain a deep understanding of Andesa’s clients and the products and services our clients provide to their customers. You will be responsible for providing business support to our clients through quality customer service and ensuring accurate and timely processing of life insurance/annuity processes as well as trouble shooting, researching and triaging client questions and concerns. Additional responsibilities include but are not limited to handling incoming and outgoing calls, fulfillment (mailing) or other administrative tasks as needed. 

This position provides an excellent foundation of learning and understanding of Andesa's systems,clients and processes. If you are someone who has, an eye for detail, a technical, financial, customer service background and enjoys working in a fast-paced team environment delivering high productivity, we want to hear from you. In return, you will have a career with opportunities for growth and learning based on your performance and learned knowledge. We offer a detailed onboarding/training program to help you assimilate not only into your new role but to the organization.

Primary Job Duties:

  • Act as a subject matter expert and point of contact for assigned clients;
  • Process daily policy transaction changes related to new or existing policies
  • Resolve application-related issues by applying client-specific knowledge, research findings and applying critical thinking skills.
  • Serve as a liaison of information to carriers, brokers, policyholders or internal stakeholders and respond to customer inquiries in a as required by Service Level Agreements (SLA);
  • Work collaboratively with other teams (i.e. Analysts, Developers, Relationship Managers) to solicit information and ensure smooth transitions of information between departments;
  • Ensures 100% accuracy and completion of policy transaction changes and outgoing correspondences;
  • Develops and maintains up-to-date policy or procedure documentation;
  • Generate reports, mailings, statements, bills and other documented requests or notifications for previous day policy transactions as needed by client.

Qualifications (Knowledge, Skills and Abilities):

  • A Bachelor degree is preferred with a wide-variety of fields of study to be accepted; OR
  • Previous experience in the quality or technical, insurance or finance industries, preferred.
  • Previous customer service experience;
  • Comfortable learning and utilizing new or existing information systems to maintain complex customer data;
  • Demonstrated ability to apply critical thinking skills to resolve technology issues or address client-related inquiries;
  • Comfortable navigating times of ambiguity and shifting needs of internal or external stakeholders.

Training Objectives:

  • In the first 30-Days: You will be expected to gain a general understanding of Andesa’s clients, services and the technologies used. You will have the opportunity to meet with employee-owners across all levels of the organization to better understand their roles and responsibilities with respect to your department and others, while also gaining insight into the history and culture of Andesa.
  • In the first 60-Days: You will be expected to take a deep-dive into your assigned client(s) by researching and understanding their business and products. You will have a firm grasp on our procedures and be able to start to identify opportunities for improvements. Through training you will learn best practices for supporting your clients effectively and delivering superior service.
  • In the first 90-Days: You will be expected to have an advanced understanding of Andesa’s tools and applications as it relates to your assigned duties. You will have completed a Life-Insurance-101 internal training session and will have started to gain an understanding of the various department responsibilities and how the work flows from one department to the next. Upon the completion of your 90-day milestone you will be expected to take over a client/s as their primary dedicated support and will be expected to handle all work related to that client with limited one-on-one assistance from other team members.

Additional Position Information:

This is a full-time (40-hours per week) position. The schedule for this position may vary dependent upon needs of the department and candidate availability. Candidates applying should have flexibility to start between 8-10AM.This is a benefits eligible position & is located in Allentown, PA. 

Note: That due to COVID-19 this position may be required to work from home temporarily.

Equal Employment:

In accordance with the law and in line with our values, Andesa seeks to hire talented individuals with diverse backgrounds and experiences to help us achieve our Andesa Forever vision. We are committed to creating a work environment that is inclusive and respectful to all potential and existing employee-owners. Therefore, we do not hire, fire, discipline, promote or make pay decisions based on characteristics that are protected by applicable laws and regulations. Protected classes may include, age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, pregnancy and/or sexual orientation.