Job Title: Agency Business Application Optimization Analyst

Department: Agency Business Applications

Location: Remote, Hybrid, Onsite

About Acrisure

Acrisure is a fast-growing fintech leader that operates a global insurance broker. The Company has grown from $38 million to $3.9 billion in revenue since 2013 and deploys the best of Human and Artificial Intelligence (AI) at scale to reimagine financial service product distribution. Acrisure employs over 14,000 employees across thirteen countries.

Led by co-founder, Chairman and CEO Greg Williams, Acrisure provides a broad array of insurance and financial related solutions, including commercial property and casualty, personal lines and employee benefits insurance, real estate services, cyber services and asset and wealth management. Acrisure’s massively valuable, high margin distribution network combines the strength of trusted advisors with growth and efficiency enabled by AI.

Responsibilities:

• Responsible for supporting and maintaining the optimization team whose purpose is maximizing operational efficiencies and building relationships through the utilization of existing and new systems functionality to save time, enhance automation, improve workflow processes, accelerate growth for agencies, and improve the client experience.
• Assist with driving optimization by helping our agency partner to gain access to agency management system products and integrations. Support the end user agency experience while driving adoption and usage of new and existing tools and processes that will anticipate current and future state needs while enhancing the value and growth of the enterprise.
• Utilizing all tools and resources to provide optimal optimization support and customer service to Agency Partners and Acrisure Home office end users. Ensure customer service is timely and accurate. Support ticket or agency partner issue escalations while, troubleshooting and resolving Agency Management incidents and requests.
• Responsibilities include working with cross functional teams and agency management system vendors. Develop, collaborate, maintain, and improve application support functions and internal documentation. Creating, updating and maintaining all Optimization processes and procedures.
• Engage agency partners to improve automation awareness, promote the adoption of underutilized system functionality, understand new tools, workflows, and technologies available to drive agency automation. Increase client satisfaction.
• Explore and anticipate future state system enhancements, staying closely involved in upgrades and updates. Communicate new offerings with agency partners and home office teams.
• Assist in planning, coordination, testing and execution of Agency Management System upgrades, updates and maintenance with the support teams. This includes configuration, and agency partner notification tasks.
• Collaborate with support teams when new functionality is evaluated, tested, and deployed and assist with application support of new functionality to our Agency Partners in a professional and timely manner.
• Attend and assist in the support for pre, post and cutover conversion deployments when necessary to an Agency Management System.
• Assist with configuration of Agency Management Systems and any 3rd party integrations.
• Provide best-in-class optimization services for Acrisure Home office and Agency Partners.
• Assist team with problem solving and escalating reported issues to vendors.
• Manage multiple projects at once.
• Make recommendations to improve operational efficiencies at the direction and oversight of the Optimization manager.

This description is not meant to be all-inclusive and may be modified from time to time at the discretion of management.

Education / Experience

• 2-3 years of advanced experience with agency management systems insurance-industry specific software is required. Epic experience required. AMS360 experience preferred.
• Excellent analytical and troubleshooting skills.
• Customer service experience with a strong technical background with ability to give instructions to a non-technical audience.
• ServiceNow or other equivalent service management platform experience preferred.
• A problem-solving attitude with an ability to motivate the team to achieve specific projects and goals.
• Strong customer service skills with a problem-solving attitude.
• Excellent written and verbal communication skills.
• Ability to work under pressure.
• Team management skills
• High School Diploma or the recognized equivalent is required.
• Associates degree or the recognized equivalent in education and experience is preferred

Technologies and Other Qualifications

• Epic and AMS360 or similar agency management software experience, preferred
• Proficiency in Microsoft Office applications (Word, Excel, PowerPoint, Outlook)
• Able to work independently and enjoy a high degree of interaction with team members
• Ability to contribute to a collaborative environment by consistently demonstrating teamwork, high motivation, positive behavior, and effort to achieve goals and objectives
• Self-motivated and driven
• Maintain a sense of urgency and ability to work with and meet deadlines
• Demonstrate effective written and verbal communication, including the ability actively listen, and problem solve with minimal assistance
• Demonstrates excellent time management and prioritization skills
• Attention to detail and commitment to a high level of accuracy
• The ability to multitask, prioritize, work independently, and use discretion surrounding sensitive information
• Evening, weekend, or non-regular hours required when necessary
• Ability to maintain a professional demeanor and positive attitude
• Ability to travel limited to 10%.

Benefits & Perks:

• Competitive Compensation
• Industry Leading Healthcare
• Savings and Investments
• Charitable Giving Programs
• Offering hybrid work option
• Opportunities for Growth
• Educational Resources
• Generous time away