Be Here. Be Great. Working for a leader in the insurance industry means opportunity for you. Great American Insurance Group's member companies are subsidiaries of American Financial Group. We combine a "small company" culture where your ideas will be heard with "big company" expertise to help you succeed. With over 30 specialty and property and casualty operations, there are always opportunities here to learn and grow.
At Great American, we value and recognize the benefits derived when people with different backgrounds and experiences work together to achieve business results. Our goal is to create a workplace where all employees feel included, empowered, and enabled to perform at their best.
P&C IT Services provides professional services to help our business units and corporate functions use technology to create, manage, and optimize information and business processes. IT Services spans a wide range of activities, including software development, data management, Cloud services, IT security, technical support, access governance, infrastructure management, and the procurement and maintenance of equipment and software. The overall goal of IT Services is to deliver technology solutions that increase efficiency, reduce costs, and give our company a competitive advantage.
Great American’s culture is built on connection, shared learning, and strong relationships. This is a hybrid role that combines in-office and remote work. Employees are expected to maintain a meaningful on-site presence to support collaboration, relationship building, and business success.
Responsibilities
Provides support to our business customers for in-house applications in a call center setting
Manage inbound and outbound phone calls in a timely manner for issues described by the customer and track through ServiceNow tickets. Average of 60 phone calls a week.
Responds to an average of 50 ServiceNow Incidents/Requests submitted by the customer for support and work toward a resolution
Simulates or recreates user problems to resolve operating difficulties
Interacts with application support teams to restore service and/or identify and correct core problems
Assists with login-related issues and works to resolve them
Ensures efforts comply with the agreed-upon SLAs
Provides Customer Service with timely results
Creates/updates documentation to enhance our current Knowledge Base and identify enhancements for our current processes
Uses approved AI tools to assist with ticket summarization, issue categorization, knowledge article drafting, and customer communication while validating accuracy before use.
Applies sound judgment when using AI-generated recommendations, ensuring outputs are reviewed, accurate, appropriate, and aligned with company policies.
Assists with testing and feedback for AI-enabled support tools, including virtual agents, Copilot-style assistants, ticket routing, and knowledge recommendation features.
Ability to send communication emails to a large number of employees or business partners
Ability to develop effective working relationships with staff and peers in a team environment
Develop a strong knowledge of our highly available Applications
Develop and maintain strong, strategic working relationships with the Information Technology group and business customers
Performs other duties as assigned
Qualifications
Education: Bachelor’s Degree or equivalent experience
Field of Study: Information Technology, Business, or a related discipline
Experience: 1 to 3 years of Property and Casualty Insurance or Information Technology related experience and familiar with open system concepts
Excellent customer service skills; strong written and verbal skills, problem-solving skills, and analytical skills. Should be able to work independently and within a team setting.
Exhibit emotional intelligence when challenged with difficult people and situations
Comfortably communicate with all levels of employees from executive leadership to administrative levels
Strong commitment to excellence and attention to detail
Work independently to get job completed on a timely SLA manner
Strong multi-tasking and prioritization skills with the ability to adapt to change
Strong written and verbal communication skills
Ability to communicate at all levels of technical skill based on the requestor
AI Skills
Experience with Microsoft 365 Copilot, ServiceNow AI capabilities, virtual agents, chatbots, or similar AI-enabled productivity/support tools is preferred.
Awareness of responsible AI practices, including data privacy, confidentiality, bias, accuracy validation, and appropriate human oversight.
Ability to write clear prompts and refine AI-generated responses for accuracy, tone, and business context.
Willingness to learn and adopt new AI-enabled tools used in IT service management, knowledge management, reporting, and customer support
Business Unit:
Property & Casualty IT ServicesBenefits:
We offer competitive benefits packages for full-time and part-time employees*. Full-time employees have access to medical, dental, and vision coverage, wellness plans, parental leave, adoption assistance, and tuition reimbursement. Full-time and eligible part-time employees also enjoy Paid Time Off and paid holidays, a 401(k) plan with company match, an employee stock purchase plan, and commuter benefits.
Compensation varies by role, level, and location and is influenced by skills, experience, and business needs. Your recruiter will provide details about benefits and specific compensation ranges during the hiring process. Learn more at http://www.gaig.com/careers.
*Excludes seasonal employees and interns.
Skills Required
- Bachelor's degree or equivalent experience
- Degree or background in Information Technology, Business, or a related discipline
- 1 to 3 years of Property and Casualty Insurance or Information Technology related experience
- Familiarity with open system concepts
- Excellent customer service, written communication, verbal communication, problem-solving, and analytical skills
- Ability to work independently and within a team environment
- Emotional intelligence when handling difficult people and situations
- Ability to communicate with employees at all organizational and technical levels
- Strong attention to detail and commitment to excellence
- Strong multitasking, prioritization, and adaptability skills
- Experience with Microsoft 365 Copilot, ServiceNow AI capabilities, virtual agents, chatbots, or similar AI-enabled support tools
- Awareness of responsible AI practices, including privacy, confidentiality, bias, accuracy validation, and human oversight
- Ability to write clear prompts and refine AI-generated responses
- Willingness to learn and adopt AI-enabled tools
Great American Insurance Group Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Great American Insurance Group and has not been reviewed or approved by Great American Insurance Group.
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Leave & Time Off Breadth — PTO, paid holidays, and paid parental leave are positioned as generous from the first year. These time‑off provisions are seen as core strengths of the total package.
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Healthcare Strength — Health coverage includes comprehensive medical, dental, and vision options supported by HSA and FSA programs. Wellness resources such as EAP access, fitness facilities or reimbursements, and instructor‑led classes broaden the offering.
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Retirement Support — Immediate 401(k) eligibility with a competitive company match and potential discretionary retirement contributions support long‑term savings. An employee stock purchase option and various discounts further reinforce financial benefits.
Great American Insurance Group Insights
What We Do
Based in Cincinnati, Ohio, the operations of Great American Insurance Group are engaged primarily in property and casualty insurance, focusing on specialty commercial products for businesses. We have more than 30 specialty property and casualty insurance businesses, and in 2021, approximately 50% of our gross written premium in our property and casualty operations was generated by business units with a Top 10 market ranking. Great American Insurance Company has received an "A" (Excellent) or higher rating from the AM Best Company for more than 110 years (most recent rating evaluation of "A+" (Superior) affirmed December 3, 2021). The members of Great American Insurance Group are subsidiaries of American Financial Group, Inc. (AFG), also based in Cincinnati, Ohio.
