Customer Relations Coordinator/Sr Customer Relations Coordinator (Mayfield Heights, OH)

 AIPSO is a management organization and service provider for various insurance industry groups responsible for administering the residual market. We are a national organization that serves local customer needs. Centralization and standardization are key to many AIPSO services because of the inherent economies of scale and other efficiencies.  However, our organization is based on customer focus and recognizes the need for flexibility in serving customer groups with diverse interests.

Essential Duties & Responsibilities

• Coordinate the development of written communication for inquiries from insured’s, regulators or other sources.
• Communicate with internal departments to gather the needed information for investigation.
• Investigate and retrieve information to develop a response, working with subject matter experts (Underwriting, Claims, Billing, Legal & Compliance Services).
• Analyze data and provide recommendations and solutions based on the investigation's findings, following guidance and procedures to recommend best course of action.
• Discuss issues with complainants, investigators, insureds and producers as needed.
• Draft well written and thoughtful responses to all inquiries while ensuring timeliness of inquiry responses.
• Maintain and monitor systems to ensure that all product complaint investigations received are appropriately investigated and concluded per the organization's complaint handling procedure.
• Additional responsibilities such as monitoring weather moratoriums and event recoveries as needed.

Specifications/Qualifications

Education:
A college degree is preferred: Associate degree (AA/AS) or equivalent from a two-year college or technical school or a Bachelor’s degree (BA/BS) from a four-year college or university.  Additional appropriate experience will be considered in lieu of a degree. 

Experience:
Three or more years’ related experience (communication, insurance operations, formal writing).  Experience resolving a wide range of customer inquiries and problems and handling escalated customer complaints.  Experience dealing directly with internal and external customers. 

Skills/
Knowledge:

• Proficient in the use of Microsoft Office productivity tools (e.g. Outlook, Word, Excel, CRM) to manage work.
• Knowledge of insurance underwriting (commercial preferred).
• Aptitude for problem solving and the ability to make both team-based and independent decisions; including ability to analyze complex issues, find the root cause of the problem, and consider a wide range of alternatives before acting.
• Demonstrate strong verbal and written communication skills, including ability to effectively present information and respond to questions from groups or individuals.
• Ability to multi-task and demonstrate flexibility while maintaining attention to detail.
• Demonstrate excellent organizational and customer service skills as well as strong interpersonal and negotiation skills.
• Ability to work independently and interact professionally and effectively in a team environment.

Salary Range: $54,400 - $86,800/$65,000 - $103,800 Annual.  Actual salary for this position will be determined by a number of factors, including the scope, complexity, and location of the role as well as the cost of labor in the market; the skills, education, training, credentials, and experience of the candidate; internal equity and other conditions of employment.

 
AIPSO is an equal opportunity employer.  To this end, all employment related decisions are made on a non-discriminatory basis and in full compliance with federal, state, and local laws prohibiting discrimination in employment.

This is a non-management position
This is a full time position