Underwriting Management and Policy Help Desk Specialist

At EMC, you'll put your skills to good use as an important member of our team. You can count on gaining valuable experience while contributing to the company's success. EMC strives to hire and retain the best people by engaging, developing and rewarding employees.

Serves as first point of contact for users seeking assistance with underwriting management, policy administration and rating platforms. 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. Identifies the need and contributes to training and resource documents for common issues as a result of Help Desk inquiries and metrics.

Essential Functions:

• Serves as first point of contact for users seeking assistance with issues impacting underwriting management, policy administration and rating systems and processes.
• 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 with either a systematic or efficient business process.
• 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.
• Creates and updates online help documents for underwriting management and policy systems.
• Identifies the need for and contributes to training materials for common issues
• Participates in User Acceptance Testing as needed to provide feedback on new enhancements
• Provides exceptional customer service skills including follow up on status of reported issues

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

Per the Colorado Equal Pay for Equal Work Act, the hiring range for this position for Colorado-based team members is $57,000 - $73,000. The hiring range for other locations may vary.

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.

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