Join the Markel Digital team and play a key part in our ongoing digital transformation. In this role you will help grow our electronic distribution channel by ensuring our partners (producers and/or technology vendors) have an industry-leading experience working with Markel's portals and API offerings. Assistance includes onboarding, providing ongoing customer technical support, and encouraging expanded utilization.

Responsibilities

Manage the daily operations of our partnerships

• Work with underwriting and business development to conduct initial onboarding of new partners (producers and/or technology vendors)
• Work with IT on monitoring, support, and troubleshooting of performance for portals and API offerings
• Provide ongoing communications via various channels (phone, email, dev portal, etc.)
• Conduct routine and ad hoc reporting and analysis on utilization
• Support the rollout of additional products and features

Evolve and improve the customer journey for engagement

• Work with the Customer Experience team to map the customer journey
  • Identify and prioritize opportunities for improvement at each phase
• Solicit feedback from our partners (producers and/or technology)
  • Identify and prioritize opportunities for improvement at each phase
• Track timelines and issues encountered during the onboarding process
  • Identify and prioritize opportunities for improvement at each phase
• Help define metrics and implement reporting procedures that accurately measure and report efficiency, success, and other relevant statistics for onboarding and support services
• Provide regular reports on most common support issues and work with Product Owners and IT partners to help improve user experience
• Create efficient processes for communicating with user community in case of system-wide issues (e.g., planned or unplanned maintenance, etc.)
• Create efficient processes for communicating with individual users for various updates (e.g. ticket status updates, etc.)

Other digital support duties as assigned

• Cross-train with other Digital resources to provide backup support as needed

Skills/Experience

• At least 2 years of successful experience in a customer-facing technical support role in the insurance or financial services industry:
  • Troubleshooting and managing customer support issues to resolution
  • Being the voice of the customer, filtering bugs and requests, and ensuring prompt resolution
  • Defining, documenting, and sharing procedures to assist in resolving future issues
• Strong analysis, creative problem-solving, communication, and process improvement skills
• Working knowledge of APIs and other Digital touchpoints
• Basic understanding of insurance products and the underwriting process

Who we are:

Markel Group (NYSE - MKL) a fortune 500 company with over 60 offices in 20+ countries, is a holding company for insurance, reinsurance, specialist advisory and investment operations around the world.

We're all about people | We win together | We strive for better

We enjoy the everyday | We think further

What's in it for you:

In keeping with the values of the Markel Style, we strive to support our employees in living their lives to the fullest at home and at work.

• We offer competitive benefit programs that help meet our diverse and changing environment as well as support our employees' needs at all stages of life.
• All full-time employees have the option to select from multiple health, dental and vision insurance plan options and optional life, disability, and AD&D insurance.
• We also offer a 401(k) with employer match contributions, an Employee Stock Purchase Plan, PTO, corporate holidays and floating holidays, parental leave.
• Markel offers hybrid working schedules of 3 days in the office and 2 days remote.

Are you ready to play your part?

Choose 'Apply Now' to fill out our short application, so that we can find out more about you.

The base salary offered for the successful candidate will be based on compensable factors such as job-relevant education, job-relevant experience, training, licensure, demonstrated competencies, geographic location, and other factors.