Communication Analyst

Responsible for day-to-day multi-line sales management of agencies in maintenance life cycle that controls profitable premium. On an annual basis, works with local leaders to establish goals by role. Maintains and updates agency alignment assignment by sales role. Works proactively and collaboratively with Underwriting, Services and Claims professionals on issue resolution, such as billing delays, processing errors, etc., and supports general problem-solving for a variety of other agent concerns.

Develop and publish creative solutions for knowledge management and communication opportunities that reside in online content repositories to assist specialists in servicing customers. Work internally with various departments and key stakeholders to gather information and provide solutions. Facilitate in functionally aligned approval meetings to coordinate stakeholder approval on all content. Measure, analyze and report on communication strategies and their effectiveness using page hit counts, views and front-line satisfaction feedback. Perform root cause analysis and mediation for servicing process issues based on accessibility of published content / execution of content. Develop and execute an overall change management strategy around complex client business initiatives. Run training, drop-in sessions and workshops with stakeholders and customers.

Deliver service and support to end-users using and operating automated call distribution phone software. Easily adapted to maneuvering across multiple programs on dual screens. Interact with customers to provide and process information in response to inquiries, concerns and requests about products and services. Build lasting relationships with customers and colleagues.