The Customer Experience Coaching Coordinator is responsible for designing, implementing, and continuously improving the organization's interaction coaching program to support the customer intimacy strategy and promote consistent coaching practices across customer interaction channels. This role serves as the program's subject matter expert, developing coaching methodologies, evaluation standards, learning resources, and performance tools that enable effective and consistent coaching throughout the ecosystem. Using quality metrics, coaching outcomes, customer insights, and operational data, the Customer Experience Coaching Coordinator evaluates program effectiveness, identifies opportunities for improvement, and provides actionable recommendations to enhance the customer experience. The role collaborates with Customer Experience, business leaders, and Interaction Coaches to support program adoption, facilitate calibration, and implement continuous improvements that align with...

The Internal Audit Plan Manager (Hybrid) manages the execution of the annual internal audit plan, including assigning audit resources. This position will provide guidance to the internal audit staff in planning and conducting concurrent operational, financial, regulatory, and other relevant audit and advisory engagements outlined in the plan. The Internal Audit Plan Manager will assist in developing the internal audit staff by reviewing completed engagements for quality, providing feedback and coaching to ensure compliance with the Internal Audit and Compliance (IA&C) Division's policies and procedures, as well as The Institute of Internal Auditors (IIA) Standards. Duties & Responsibilities: Manage the completion of the internal audit plan and assign internal audit resources, resolving or escalating competing priorities. Develop the annual internal audit plan using a risk-based approach in collaboration with the division manager. Provide guidance to internal...

The Fraud Investigator conducts investigations and reports suspected instances of insurance fraud. They review and research evidence and documents to analyze the overall fact pattern of claim and synthesis data into professional reports with recommendations. Duties & Responsibilities: Conduct investigations in accordance with company, SIU, statutory, regulatory, and other legal guidelines. Identify leads and potential investigations from data, databases, and/or spreadsheets. Give regular, timely, and accurate written reports to the referring party in accordance with New York State regulation and company policies. Conduct interviews and take recorded or written statements. Verify receipts, complete activity checks, and other investigative processes with SIU resource materials such as cameras, computers, and recorders. Maintain chronological case order. Report all suspected instances of insurance fraud in accordance with regulations. Testify in court....

The Product Analyst (Hybrid) in Product Management will work with team members to provide greater visibility into product level performance through business performance analysis with a focus on growth, profitability and general key performance indicators. The Product Analyst will work within the team to identify opportunities, build efficiencies for pulling and presenting data, research new product offerings and support the development of rate filings. Duties & Responsibilities: Work with line of business team in the development, maintenance and enhancement of a given product line. Support various divisions as needed on product line initiatives. Work with team members in a data gathering capacity to retrieve data from various internal and external sources in preparation for complex analyses.  Run, modify and customize existing database queries against multiple data sources with various applications including Business Objects, Crystal Report and SAS.  Building...

The CSR (Underwriting) (Hybrid) processes insurance applications, endorsements, renewals, cancellations, and data entry. Duties & Responsibilities: Process underwriting transactions accurately and timely. Order and interpret miscellaneous reports. Process underwriter requests from faxes, phone calls, emails, and quotes. Handle requests and inquiries from internal departments and agents regarding underwriting processes and procedures. Process transactions in data entry or the work queues. Evaluate and maintain customer information for all lines of business. Verify customer links on all transactions for all lines of business. Research the connections that have created customer links on existing business. Research and update social security numbers and dates of birth for customers. Professionally handle incoming and outgoing customer phone calls. Maintain good relationships with internal and external customers. Other work as assigned....

NYCM Insurance is the largest regional personal lines insurance company in New York State. We are located in the rolling hills of Central New York's Leatherstocking Region in the town of Edmeston. NYCM has been serving New York State residents with insurance coverage for over 100 years. We offer homeowners, automobile and small commercial insurance to over 490,000 policyholders. With over 800 employees, NYCM is the second largest employer in Otsego County. The home office is located in Edmeston, while branch offices are in Sherburne, Canajoharie, and Buffalo.