Insurance Svc Analyst

The Role

Responsibilities 

• Serve as an escalation point for insurance servicing issues and complex inquiries from clients, agents, and internal partners, ensuring timely, accurate resolution.
• Conduct outreach to clients and/or agents as needed to obtain documentation, clarify coverage details, resolve discrepancies, and communicate resolution/status updates.
• Perform root cause analysis on recurring issues (process gaps, system issues, documentation errors, follow-ups, etc.) and recommend corrective/preventive actions.
• Own intake/triage for escalations (mailbox/queue), prioritizing by risk, aging, and impact; drive items to closure with clear documentation.
• Partner with cross-functional teams to research, resolve, and close exceptions—ensuring adherence to policy, regulatory requirements, and servicing standards.
• Review and manage exception reports, identify trends, escalate emerging risks, and track remediation to completion.
• Support special projects (process enhancements, operational readiness, reporting, audit/exam support, training materials, and other initiatives as assigned).
• Identify and implement process enhancements to reduce rework, improve turnaround times, strengthen controls, and enhance the client/agent experience.
• Perform Quality Control / targeted reviews of internal processes where needed.
• Assist with flood renewal policy outreach, as needed, including agent follow-up and coordination to support timely renewals.

Required qualifications, skills and capabilities

• Prior insurance experience (e.g., insurance servicing, policy/coverage review, insurance tracking, or related loan servicing/operations experience involving insurance).
• Proven ability to manage escalations and drive issues to resolution across clients, agents, and internal partners.
• Strong analytical, problem-solving, and root cause investigation skills; ability to identify trends and recommend corrective actions.
• Excellent written and verbal communication skills; able to communicate clearly with stakeholders across levels.
• Strong organizational skills and attention to detail; able to prioritize, manage aging items, and maintain accurate documentation.
• Ability to work quickly and accurately in a fast-paced, high-volume environment.
• A curious, continuous-improvement mindset with the ability to “go deep” to understand issues and prevent recurrence.
• Strong interpersonal and collaboration skills; able to partner effectively across teams and functions.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).

Preferred qualifications

• Knowledge of non-flood insurance guidelines (hazard/wind/other lines) and general commercial insurance concepts.
• Familiarity with flood insurance concepts and/or the National Flood Insurance Program (NFIP) and GSE (FNMA/FHLMC) insurance requirements.
• Experience with exception reporting, operational controls, audit support, or process improvement methods.