Business Operation Specialist - Night Operations

Allentown, Pennsylvania, United States | Operations | Full-time | Partially remote

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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 our 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, eager-to-learn and customer service professionals to fill the position of Business Operations Specialist – Night Operations within our Business Operations department. This person is responsible for monitoring, processing and providing customer service to internal and external customers.

This position is part of our night time operations and plays a critical role in ensuring the accuracy and on-time completion of complex financial cycles prior to the next business day. This is a great opportunity for someone who has personal obligations, hobbies or interests that normally take place during the day, while also looking to start or continue a career from home in the technology, financial or customer service industry! Candidates applying for this position should have the desire and motivation to work during night shift hours.

An ideal candidate is someone who operates with a high attention to detail, has a technical aptitude, thinks critically to solve problems or answer questions, is comfortable working independently and takes initiative to foster team communication needed to complete work.

At Andesa, we strive to hire individuals who are committed to offering dedicated support to our clients and their end-users. We offer a detailed onboarding/training program to help you assimilate not only into your new role but the company as a whole.

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.

Primary Job Duties:

  • Utilize knowledge of client products and/or policies, as well as internal systems and procedures to process and verify new or existing policy transactions;
  • Ensure timely and accurate processing or work in accordance with service level agreements (SLA) and in adherence with internal policies, procedures and department metrics or goals;
  • Navigate through multiple administration systems to: facilitate and/or document policy or system related changes; collect information to answer customer questions; enter policy information to calculate premiums, taxes, commissions or values;
  • Take ownership in investigating, researching and resolving technical issues or questions via email or over the phone communication;
  • Analyzes policy records to identify errors and updates applicable systems;
  • Generates policy related records, reports and correspondences for clients and end-users;
  • Collaborate with other departments or team members to handle escalated technical issues;
  • Contribute to a team atmosphere by providing quality checks and cross training on other operations-related functions to serve as a back-up or offer additional support (as needed).
  • Actively identify opportunities for continuous quality improvement to enhance client satisfaction and efficiency of work;
  • Maintain and develop knowledge related to systems or policies.

Qualifications (Knowledge, Skills and Abilities):

  • Associates Degree with at least one (1) year of applicable experience required.
  • Industry knowledge and experience is highly preferred.
  • Ability to work night shift hours effectively and under limited supervision.
  • Technical aptitude with working knowledge of basic computer software and systems (Word, Excel, PowerPoint, etc.).
  • Previous experience working in a command line (back-end) environment is preferred.
  • Strong verbal, written and listening communication.
  • Customer service oriented.
  • Demonstrated ability to apply critical thinking skills to resolve technology or client-related inquiries/.
  • Comfortable navigating times of ambiguity and shifting needs of priorities.

Physical Demands & Work Environment:

  • Physical Demands: While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to sit/stand for long periods of time; routinely walk; use hands to finger, handle or feel; and reach with hands and arms and the ability to work effectively during night shift hours.
  • Work Environment: This position is considered remote/work from home. You will be required to routinely use standard office equipment, such as computers, keyboard, mouse, phone or filing systems.

Additional Position Information:

  • Employment Status: This is a full-time (40-hours per week), benefits eligible position. It is considered is non-exempt and eligible for overtime.
  • Work Schedule: The hours for this position are considered night shift. Candidates who apply must have flexibility to work an 8-hour shift starting at or around 6:00PM with flexibility to accommodate a varying start time as needed to support team.
  • Location: Training will be provided with team in our Allentown, PA office during the onboarding period.

Equal Opportunity Employer

In accordance with the law and in alignment 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.