• Customer Service Associate II

    Location US-TX-Frisco
    Posted Date 2 months ago(10/15/2018 7:50 AM)
    Job ID
    # Positions
    Administrative/Customer Support
    Position Type
    Full Time
  • Overview

    Be Here. Be Great.  Working for a leader in the insurance industry means opportunity for you. Great American Insurance Group, a member of American Financial Group, is a Fortune 500 company consistently recognized as a top place to work.  We combine a "small company" culture where your ideas will be heard with "big company" expertise to help you succeed. With over 30 specialty property and casualty operations and a variety of financial services, there are always opportunities here to learn and grow.


    The ECA Division of Trucking provides an affordable alternative solution to Texas workers' compensation coverage and has successfully developed and managed the leading non-subscription program in the market.  We are currently searching for a Service Associate II with 2-4 years of customer service expereince in the insurance industry.  The role of this position is to request and perform audits then process for invoicing.  The role will also become cross-trained on the job duties performed by the Policy Operations team.  


    • Performs a variety of moderately complex Policy Operations tasks in support of the business within established production and quality guidelines. 
    • Reviews instructions from agent, underwriter, insured, broker, etc. to understand / determine what is needed to provide quotes, issuances, renewals, endorsements, etc.
    • Computes premiums on quotes, issuances, renewals, audits, endorsements and / or cancellations / reinstatements based on proper rate selection, rules and company procedures.
    • Enters rate, premium and / or policy information into appropriate systems for policy updates / issuance.
    • Maintains file accuracy and completeness.
    • Orders, prepares and / or updates reports (i.e., motor vehicle reports, loss reports, financial reports, loss run requests, etc.) and / or legal notices (i.e., Notice of Cancellation, non-renewal notice, motor vehicle / motor carrier filings, etc.).
    • Sets up and clears submissions.
    • Researches and resolves and / or corrects errors and / or issues.
    • Prepares, assembles and / or issues policy / endorsements and associated documentation.
    • Researches and reconciles premium / billing accounting discrepancies. Responds to premium / billing questions.
    • Performs preliminary risk evaluation and / or loss analysis.
    • Utilizes computerized systems for research, tracking, information gathering and / or troubleshooting (i.e., Excel / Word programs, legacy systems, internal systems, third party vendor delivered systems, etc.).
    • Shares and / or conveys moderately complex information via telephone, e-mail, fax, regular mail or in person to underwriters, agents, brokers, reinsurers and / or insureds maintaining a professional demeanor in all situations.
    • May assist and participate in other departmental processes / projects, such as changes / enhancements to forms and screens, user acceptance testing for systems and policies, and reviewing impact to current policies / practices.
    • May act as a liaison with other departments and facilitate interdepartmental communication.
    • May perform other tasks including support, photocopying, imaging, mail, data entry and / or supply functions.
    • Demonstrates advanced knowledge of department policies and procedures, as well as the business (including products, coverages, etc.) and organization. Complies with company and regulatory guidelines.
    • As appropriate for line of business, may approve new business, renewal business and / or endorsements based on a defined set of instructions / guidelines.
    • Performs other duties as assigned.


    • High School Diploma or equivalent.
    • 2 to 4 years of related experience. Experience in the insurance industry is preferred.
    • Experience using MS Office, including Word and Outlook. Advanced proficiency in Excel.  
    • Strong customer service and communication skills.
    • Strong attention to detail.
    • Ability to work well with a team.
    • Accounting skills are a plus


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