Teams at NYCM Insurance

Develops, tests, debugs, modifies, and maintains software programs supporting business processes. Collaborates with stakeholders to understand requested changes, analyzes program performance, resolves programming issues, documents code and resolutions, and communicates project status. Requires knowledge of software development in multiple languages, troubleshooting, documentation, analytical problem-solving, and established development standards.

Designs and improves an organization-wide interaction coaching program. Develops coaching methodologies, evaluation standards, scorecards, dashboards, learning resources, and training programs. Analyzes quality metrics, customer sentiment, coaching outcomes, and operational data to identify performance gaps and improvement opportunities. Supports Interaction Coaches through guidance and calibration sessions, administers Scorebuddy, and partners with leadership to promote consistent customer experience standards across phone, chat, email, and text channels.

Conduct insurance fraud investigations by reviewing evidence, analyzing claims, identifying leads, interviewing witnesses, verifying documents and activities, and preparing accurate reports with recommendations. Maintain detailed case records, coordinate with claims personnel, law enforcement, and regulators, brief management, testify in court, and ensure compliance with New York regulations, company policies, and applicable civil and criminal laws.