SUMMARY
Responsible for advanced operational processing, including complex endorsements, detailed billing reconciliation, elevated inbox management, claims follow-up, reporting, and external policy tracking. This role supports continuous process improvement, helps maintain SOPs, and serves as a resource for Operations Specialist I. Works closely with licensed SES personnel and leadership to ensure accuracy, efficiency, and consistent service delivery.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Independently process complex property and insurance records in SES systems, including exception scenarios and non-standard workflows.
Review, validate, and correct work completed by Level 1 Specialists to ensure accuracy, completeness, and audit readiness.
Attach, index, and maintain supporting documentation in accordance with documentation standards and audit requirements.
Process complex endorsements involving special conditions and submit and track transactions through SES workflows, resolving routine operational questions directly.
Maintain external policy tracking for financial institution portfolios, ensuring accurate documentation, clear status reporting, and timely follow-up.
Execute advanced follow-ups for complex, incomplete, or non-standard policy documentation and escalate unresolved issues as needed.
Perform advanced billing reconciliation, including multi-system comparisons, GL coding validation, refund analysis, and discrepancy investigation.
Research recurring or systemic billing issues and coordinate with Accounting, Operations, or external vendors to resolve complex billing problems.
Serve as a primary point of contact for escalated calls and emails requiring advanced operational knowledge, providing clear process explanations within non-licensed scope.
Handle high-volume individual and shared inboxes, draft or refine non-template correspondence, ensure compliance with SLAs and communication standards, and provide guidance to Level 1 staff on professional communication and escalation practices.
Complete FNOL submissions for complex or time-sensitive losses, conduct proactive follow-ups with carriers or adjusters, manage loss-run requests, reconcile results with internal claim logs, and summarize findings for AEs or leadership.
Monitor team-level workflow queues, assign tasks to Operations Specialist I or offshore resources. Provide updates on queue status and risks, utilize Excel and internal systems for analysis and reporting. Assist with SOP and training material updates, support onboarding and mentoring staff, and participate in audits and special projects.
Performs all duties in accordance with all company policies and procedures, and all federal, state and local laws, wherein the Company operates.
Performs other duties as assigned.
QUALIFICATIONS
EDUCATION/EXPERIENCE
Bachelor's Degree or equivalent combination of education and experience
Three (3) or more years in insurance operations, trust administration, financial services, or customer service.
SKILLS
Strong verbal and written communication skills, including advanced email and phone professionalism.
Strong analytical, problemsolving, and decisionmaking abilities.
High attention to detail with the ability to review and validate others' work.
Ability to manage multiple tasks, prioritize effectively, and support a fast-paced environment.
Demonstrated ability to mentor junior staff and contribute positively to team culture.
Proficiency with Microsoft Office Suite (Excel, Outlook, Word; PowerPoint preferred); experience using agency management or workflow systems preferred.
Ability to adapt quickly to process changes and contribute to continuous improvement.
#LI-JP1
Alliant Insurance Services
60,800 USD-91,200 USD
Mar 13, 2026