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Careers

Employment



 

Customer Journey Management Specialists I

DIVISION: Customer Experience
POSTING TYPE: External/Internal
CLOSING DATE: 7/3/2017
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 Specialists" as area of interest on the application. Please submit internal applications to Crystal Curpier in People Development or Karen Wright in HR.

Apply Today


 

Customer Relations I

DIVISION: Customer Experience
POSTING TYPE: External/Internal
CLOSING DATE: 7/3/2017
SALARY: $20,850 - $30,941

JOB SUMMARY:
This individual is responsible for conducting calls and correspondence with customers in regards to their experience at different stages or touch points. The primary focus will be to identify areas of opportunity to enhance our customers' experiences. The individual will then report these opportunities to team leaders/supervisors and recommend services that better meet the customers' needs. The handling of complaints and grievances regarding service will be conducted by the Customer Relations I and resolution will be provided when necessary with guidance from the supervisor/team leader.

DUTIES & RESPONSIBILITIES:

  • Gather voice of the customer feedback/insight in regards to certain operational touch points and experiences
  • Document findings into the system
  • Facilitate correspondence and calls to customers
  • Actively listen to customers to identify areas of opportunity that meets our customers' needs
  • Attend meetings when necessary
  • Work with direct manager/supervisor/team leaders to determine customer resolutions when necessary
  • Participate in customer outreach programs as catastrophes arise

REQUIREMENTS:

  • Associate's degree or 2-4 years equivalent experience
  • Strong business acumen
  • Excellent oral and written communication skills
  • Strong active listening and critical thinking skills
  • Knowledge of administrative and clerical procedures and systems, such as transcription and word processing
  • Keen attention to detail
  • Highly self motivated and adaptable
  • Great time management skills with the ability to follow up on open items
  • Strong self control with the ability to handle high stress situations
  • Friendly and service oriented

TO APPLY:
Please complete an online application. Specify "Customer Relations I" 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

DIVISION: Claims
POSTING TYPE: External/Internal
CLOSING DATE: 7/10/2017
SALARY: $24,971- $52,938

JOB SUMMARY:
The Property Examiner is responsible for the handling and oversight of first party property claims.The individual 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:

  • Bachelor's degree from an accredited institution or equivalent experience
  • Pursuit of AINS or AIC designation is beneficial
  • Field adjusting or construction experience is beneficial
  • Must communicate professionally with excellent verbal and written communication skills
  • Understanding of building and construction terms and principals is beneficial
  • Ability to travel

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


 

Property Supervisor

DIVISION: Claims
POSTING TYPE: External/Internal
CLOSING DATE: 7/10/2017
SALARY: $34,548- $73,241

JOB SUMMARY:
The Property Supervisor is responsible for providing technical guidance and training to personnel. This individual must evaluate the standard of performance of the examiners and clerical direct reports.

DUTIES & RESPONSIBILITIES:

  • Supervise property examiners to ensure file handling meets company best practices and statutory guidelines
  • Train, educate, and develop staff
  • Monitor workloads, manage work schedules, and oversee attendance
  • Conduct performance reviews
  • Grant authority on claim reserves and payments
  • Monitor pending and reserve adequacy
  • Handle employee and confidential claims
  • Oversee and resolve problem files, customer, and agent complaints
  • Represent the company by testifying in depositions and trials
  • Attend and participate in mediations, settlement conferences, and court appearances
  • Work on special projects and perform other duties as assigned by supervisor

REQUIREMENTS:

  • Bachelor's degree from an accredited institution or equivalent experience
  • Minimum of three years as an Examiner III or equivalent experience
  • AIC designation and interested in pursuing a CPCU designation
  • Must communicate professionally with excellent verbal and written communication skills
  • Knowledge and understanding of laws and regulations governing the handling of first and third party property claims
  • Excellent understanding of building and construction terms and principals.
  • Field adjusting or construction experience is beneficial

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

Apply Today