NEED HELP?
We're available 24/7. Call us at
800-234-6926 or send us an email.

Careers

Employment



 

Interaction Management Supervisor

DIVISION: Customer Experience
POSTING TYPE: External/Internal
CLOSING DATE: 8/31/2017
SALARY: $34,548 - $51,269

JOB SUMMARY:
This role is responsible for gathering intelligence through the interactions with our customers and coaching internal and external employees on those interactions. The primary focus will be to identify areas of opportunity to enhance our customers’ experiences through the interactions of our employees through voice, email, and personal interactions. The Interaction Management Supervisor will coach staff in all divisions who interact with the customer. They will work with divisional supervisors to provide established standards and staff scores for the Customer Service competency of the performance evaluation. The IM Supervisor will develop, maintain and implement score carding changes for each division. Develop, implement, and maintain interaction best practices and coaching for each division, maintaining corporate consistency. The IM Supervisor will be responsible for new techniques and tools for the Interaction Management team to stay up to date in the industry of CX.

DUTIES & RESPONSIBILITIES:

  • Evaluate, plan, design, develop and deploy industry processes and techniques used to evaluate interactions throughout the organization with guidance from the CX Manager.
  • Assist in the development and implementation of organizational interaction standards and the assessment criteria for quality adherence with guidance from the CX Manager.
  • Coach, collaborate and guide divisional customer experience coaches to ensure organizational consistency in the delivery of the interaction management quality standards with guidance from the Customer Experience Manager.
  • Coach and guide Interaction Management Specialist on their techniques and card calibration.
  • Act as an objective customer advocate throughout the organization.
  • Provide coaching and guidance directly to the IM team as well as other team members organizationally.
  • Create and monitor the adherence of divisional standards, policies and procedures with guidance from the CX Manager.
  • Work with staff to develop skills and career paths with guidance from the CX Manager.
  • Provide primary input on staffing decisions, staff evaluations and skills assessment.
  • Set and monitor objectives for staff including training.
  • Provide overall supervisory leadership to the IM team.
  • Assist in the development of KPI's for emerging trends and business plans.
  • Monitor KPI's and execute business plans.
  • Gather and share voice of the customer data in regards to certain operational touch points and experiences with the CRM Supervisor, CX Specialist, CX Analyst and CX Manager.
  • Facilitate outbound calls to customers as necessary.
  • Document findings and resolutions when necessary.
  • Actively listen to customers to identify areas of opportunity that meets our customer's needs.
  • Implement and communicate storyboarding organizationally.
  • Maintain score cards for all channels of communication with all customers in the NYCM ecosystem.
  • Review Text/Speech analytics, and feedback for coaching.
  • Attend/facilitate meetings when necessary.
  • Be open to continued education and learning processes, methodology and outcomes.
  • Keep up to date with the latest trends in Customer Experience, Quality Assurance and Insurance.
  • Travel is necessary.

REQUIREMENTS:

  • Associates degree or 4-6 years equivalent experience.
  • Strong business acumen.
  • Trained in crossed-functional roles and empowered to provide customers with assistance in all areas of the business.
  • Must have previously held a position in Customer Relationship Management Field and/or previously held a supervisory role.
  • Coaching skills, able to identify and build on an individual's potential and skills.
  • Excellent oral and written communication skills.
  • Active listening -giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate and not interrupting at inappropriate times.
  • Service Orientation -actively looking for ways to help people.
  • Critical thinking -using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
  • Intermediate to advanced Microsoft skills including but not limited to Access, Excel, Word, Visio, and Power Point.
  • Ability to draw sound conclusions from large amounts of data.
  • Highly self-motivated.
  • Keep attention to detail.
  • Ability to follow up on open items.
  • Time management skills, organized.
  • Active learner.
  • Accepting criticism and dealing calmly and effectively with high stress situations.
  • Integrity, Adaptable, Friendly, Objective.

TO APPLY:
Please complete an online application. Specify "Interaction Management Supervisor" as area of interest on the application. Please submit internal applications to Crystal Curpier in People Development or Karen Wright in HR.

Apply Today


 

Property Examiner II

DIVISION: Claims
POSTING TYPE: External/Internal
CLOSING DATE: 8/31/2017
SALARY: $31,214- $47,644

JOB SUMMARY:
The Property Examiner II is responsible for the handling and oversight of first and third party property claims of up to $50,000. The Property Examiner must manage the claim process, including coverage verification, investigation, evaluation and disposition of the claim. This is to be done in accordance with applicable insurance regulations and best practices.

DUTIES & RESPONSIBILITIES:

  • Review each claim to determine coverage.
  • Investigate each claim to determine the cause, scope and amount of the loss.
  • Work with and provide mentoring to staff and oversee independent field adjusters.
  • Identify the need for outside experts and venders and oversee their involvement in the claim process.
  • Manage expenses for cost effective use of outside vendors.
  • Effectively manage a working diary of assigned claims in a timely fashion to conclusion.
  • Identify Fraud Indicators and report to EFW and SIU.
  • Identify, investigate, preserve and pursue subrogation opportunities.
  • Ability to desk adjust small to moderate property claims.
  • Ability to handle small property liability claims.
  • Work on special projects and perform other duties as assigned by supervisor.

REQUIREMENTS:

  • A four-year degree from an accredited institution or equivalent experience.
  • Completion of AINS designation. Actively pursuing AIC designation.
  • Must communicate professionally with excellent verbal and writing skills.
  • Excellent understanding of building and construction terms and principals.  Field adjusting or construction experience is beneficial.
  • Knowledge and understanding of laws and regulations governing the handling of first and third party property claims.
  • Ability to travel.
  • A minimum of two years as an Examiner I or equivalent experience

TO APPLY:
To apply, please complete an online application. Specify "Property Examiner" as area of interest on the application. Please submit internal applications to Gwen Bennis in People Development or Karen Wright in HR

Apply Today


 

Software Developer III

DIVISION: Application Development
POSTING TYPE: External
CLOSING DATE: 8/25/2017
SALARY: $58,712 - $100,198

JOB SUMMARY:
The Software Developer is responsible for developing, maintaining, and testing software systems. They perform a variety of programming assignments requiring knowledge of software development tools, coding languages, coding strategies and patterns, and other software development life cycle items.

DUTIES & RESPONSIBILITIES:

  • Create software using development tools such as Eclipse, GIT/Atlassian Bitbucket, Serena Version Manager, and IBM Rational Application Developer
  • Implement business logic using languages such as Java, HTML, JavaScript, and RPG
  • Interface with internal or external SOAP or RESTful Web Services using data formats such as XML or JSON
  • Develop processes supporting of development activities such as Jython server configuration scripts
  • Document software processes using tools such as Microsoft Word, Microsoft Excel, and Atlassian Confluence
  • Create resilient software that guarantees accurate handling of abnormal conditions
  • Maintain data integrity by utilizing proper data modelling techniques and data verification tools such as Advanced Query Tool
  • Utilize standard programming strategies such as design pattern and object oriented coding strategies
  • Test code and software by utilizing techniques such as unit testing or code analyzers
  • Troubleshoot and solution programs for system failures or performance issues
  • Maintain confidentiality regarding the information being processed, stored or accessed
  • Interface with stakeholders and project managers regarding assigned work, business decisions, and other items
  • Be available to work additional hours to support team goals and business processes
  • Other duties as assigned

REQUIREMENTS:

  • A 4-year degree in Computer Science or related field
  • Or, hands-on experience commensurate with a 4-year degree
  • Has 5+ years of experience and works productively without supervision
  • Professional certifications in software design, development or architecture are highly encouraged
  • Experienced developer with knowledge of many languages, programming techniques, and development strategies
  • Is able to guide and mentor level one and level two developers
  • Displays strong leadership skills and ability to motivate other developers
  • Strong problem-solving skills
  • Able to think logically
  • Organizational and priority setting skills  
  • Ability to implement and troubleshoot programming changes and modifications
  • Handle multiple tasks at once, under often stressful situations
  • Able to work well with others and has good communications skills
  • Good organization and priority setting skills  
  • Excellent people skills
  • Able to delegate work effectively

TO APPLY:
To apply, please complete an online application. Specify "Software Developer" as area of interest on the application.

Apply Today


 

Customer Journey Management Specialist

DIVISION: Customer Experience
POSTING TYPE: External
CLOSING DATE: 9/1/2017
SALARY: $30,673 - $45,519

JOB SUMMARY:
This role is responsible for maintaining our customer personas and becoming an expert in how those personas wish to be interacted with, the needs they want met, and the journeys they have with NYCM. Primary focus will be on developing and maintaining customer journey maps from an internal perspective, identifying areas of opportunity, and identifying points of pain for certain customer segments. The individual will report those opportunities to team leaders or direct supervisors to work with division managers on execution/implementation of the best practice to ensure the best possible experiences for our customers. The Customer Journey Management Specialist I will also recommend services that better meet the customers' needs based on findings.

DUTIES & RESPONSIBILITIES:

  • Conduct journey mapping sessions and maintain journey maps as processes and experiences change
  • Focus group screenings
  • Document findings and resolutions when necessary
  • Actively listen to customers to identify areas of opportunity that meet our customers' needs
  • Attend meetings when necessary and document takeaways accordingly
  • Draft program requests when necessary
  • Keep up to date with the latest trends in journey mapping and divisional changes that impact customers' experience

REQUIREMENTS:

  • Associate's degree or 2-4 years equivalent experience
  • Strong business acumen
  • Trained in cross-functional roles and empowered to provide customers with assistance in all areas of the business
  • Excellent oral and written communication skills
  • Strong active listening and critical thinking skills
  • Friendly and service oriented
  • Proficient in Microsoft
  • Highly self-motivated and adaptable
  • Keen attention to detail
  • Great time management and organizational skills with the ability to follow up on open items
  • Strong project coordinator skills

TO APPLY:
Please complete an online application. Specify "Customer Journey Management Specialist" as area of interest on the application.

Apply Today


 

Auto Physical Damage Examiner

DIVISION: Claims
POSTING TYPE: External
CLOSING DATE: 8/30/2017
SALARY: $24,971- $52,938

JOB SUMMARY:
The Auto Physical Damage Examiner investigates, analyzes, evaluates, negotiates and settles insurance claims involving automobile material damage losses while delivering an exceptional experience to NYCM customers. This individual is responsible for approving and negotiating settlements on first and third party claims within the limits of authority and in accordance with procedures, the Insuring Agreement and all applicable Insurance Regulations.

DUTIES & RESPONSIBILITIES:

  • Manage claims involving all types of Auto Physical Damage, including total loss, repairable, glass, towing/roadside assistance, rental, etc.
  • Review each claim for valid and applicable coverage.
  • Establish scope of coverage.
  • Determine loss exposure and appropriate reserves.
  • Conduct thorough file investigations, gathering all necessary information needed to bring the claim to a resolution.
  • Evaluate and establish liability against the NYCM policyholder in accordance with the state negligence laws.
  • Negotiate with customers on partial settlements.
  • Identify opportunities for subrogation and refer files for recovery.
  • Guide customers through the claim process, ensuring that they are informed at all stages.
  • Establish a connection with customers during all interactions.
  • Effectively communicate with all interested parties.
  • Manage cycle times and experience through thorough file review and timely disposition.
  • Issue settlement payments within the scope of coverage and authority.

REQUIREMENTS:

  • Associates Degree OR 3 years of Auto Physical Damage Examiner Experience or equivalent.
  • Must exhibit a positive and professional attitude.
  • Strong evaluation and decision making skills.
  • Excellent written and verbal communication skills.
  • Service orientation and strong desire to work with customers.
  • Proficient keyboarding and computer skills.
  • Strong interpersonal skills, with the ability to work within a team and work independently without direct supervision.
  • Willingness to continue personal/professional development.
  • Ability to accept, absorb and promote change.
  • Strong negotiation skills.
  • Multi-tasking and time management skills.

TO APPLY:
To apply, please complete an online application. Specify "Auto Physical Damage Examiner" as area of interest on the application. Please submit internal applications to Gwen Bennis in People Development or Karen Wright in HR.

Apply Today


 

Auto Physical Damage Examiner

DIVISION: Claims
POSTING TYPE: External
CLOSING DATE: 8/30/2017
SALARY: $24,971- $52,938

JOB SUMMARY:
The Auto Physical Damage Examiner investigates, analyzes, evaluates, negotiates and settles insurance claims involving automobile material damage losses while delivering an exceptional experience to NYCM customers. They are responsible for approving and negotiating settlements on first and third party claims within the limits of authority and in accordance with procedures, the Insuring Agreement and all applicable Insurance Regulations. This position will require working in both the Orchard Park office and the Advantage Claims Center - Drive-in Inspection facility in East Amherst.

DUTIES & RESPONSIBILITIES:

  •  Manage claims involving all types of Auto Physical Damage, including total loss, repairable, glass, towing/roadside assistance, rental, etc.
  • Review each claim for valid and applicable coverage.
  • Establish scope of coverage.
  • Determine loss exposure and appropriate reserves.
  • Conduct thorough file investigations, gathering all necessary information needed to bring the claim to a resolution.
  • Evaluate and establish liability against the NYCM policyholder in accordance with the state negligence laws.
  • Negotiate with customers on partial settlements.
  • Identify opportunities for subrogation and refer files for recovery.
  • Guide customers through the claim process, ensuring that they are informed at all stages.
  • Establish a connection with Customers during all interactions - Face to face or in person
  • Effectively communicate with all interested parties.
  • Manage cycle times and experience through thorough file review and timely disposition.

REQUIREMENTS:

  • Associates Degree OR 3 years of Auto Physical Damage Examiner Experience or equivalent.
  • Must exhibit a positive and professional attitude.
  • Strong evaluation and decision making skills.
  • Excellent written and verbal communication skills.
  • Service orientation and strong desire to work with customers.
  • Proficient key boarding and computer skills.
  • Strong interpersonal skills, with the ability to work within a team and work independently without direct supervision.
  • Willingness to continue personal/professional development.
  • Ability to accept, absorb and promote change.
  • Strong negotiation skills.
  • Multi-tasking and time management skills.
  • Must be able to work in both the Orchard Park and East Amherst locations.

TO APPLY:
To apply, please complete an online application. Specify "Auto Physical Damage Examiner" as area of interest on the application. Please submit internal applications to Gwen Bennis in People Development or Karen Wright in HR.

Apply Today