At EMC, we’re all about working together to make an impact. As part of our team, you’ll have the opportunity to grow, contribute, and gain experience that matters. We strive to be caring leaders, close partners, and responsive experts—always supporting each other to do our best work. Join us, and let’s improve lives together.
**Position is eligible to work from home anywhere in the US**
Essential Functions:
Act as the final escalation point for complex claims system and workflow issues; independently triage, resolve, or escalate defects to IT.
Serve as a claims systems SME, advising on system usage, configuration impacts, and workflow alignment while supporting the Help Desk on complex issues.
Partner with Claims leadership to ensure business readiness for system changes, including analyzing, prioritizing, and validating defects and enhancements.
Act as the liaison between Claims, Help Desk, and IT, translating business needs into clear requirements and driving process improvements.
Develop and maintain SOPs, troubleshooting frameworks, and knowledge resources to support consistent operations and user enablement.
Translate data and business needs into actionable insights, providing guidance on system behavior and issue resolution.
Lead UAT coordination and business validation for system changes, ensuring readiness for production releases.
Support system rollouts and change execution, including user communications and adoption of new functionality.
Drive continuous improvement through analysis of ticket trends, metrics, and user feedback to enhance performance and training.
Support internal and external audits related to claims processes and system activity.
Education & Experience:
Bachelor’s degree, preferably in insurance, business, or related field, or equivalent relevant experience.
Five years of experience in commercial Claims operations, claims systems, enablement, or related experience, including experience with claims systems such as Guidewire
Prior experience in claims transformation, process improvement, system testing, or operational readiness
Project management experience with JIRA or similar agile methodology preferred
Knowledge, Skills & Abilities:
Advanced knowledge of commercial Claims processes and system interactions
Excellent knowledge of property and casualty insurance and terminology
Strong knowledge of technology and ability to interpret data
Excellent cross-functional communication and stakeholder management skills
Strong documentation, organization, and training design abilities
Ability to distill and communicate highly complex issues for technical and non-technical audiences
Ability to leverage automation or AI-enabled tools to improve efficiency preferred
Strong root cause analysis, business enablement solutioning, and analytical problem-solving skills
Demonstrated ability to understand and explain issues from both a technical and a business functional point of view
Proven ability to work in a fast-paced, iterative cycle with multiple projects under scheduled deadlines
Ability to adapt to new technologies and changing priorities
Strong interpersonal skills and conflict resolution.
The hiring salary range for this position will vary based on geographic location, falling within either of the following:
$78,726 - $108,771 or $87,008 - $119,646A hiring range represents a subset of the full salary range. The actual salary will depend on several factors, including relevant education, skills, and experience of an applicant, geographic location, and business needs.
For information relating to the benefits EMC Team Members receive as part of a comprehensive rewards package, please visit www.emcins.com/careers.
Our employment practices are in accordance with the laws that prohibit discrimination due to race, color, creed, sex, sexual orientation, gender identity, genetic information, religion, age, national origin or ancestry, physical or mental disability, medical condition, veteran status, active military status, citizenship status, marital status or any other consideration made unlawful by federal, state, or local laws.
All of our locations are tobacco free including in company vehicles.
Skills Required
- Bachelor's degree in insurance, business, or related field, or equivalent relevant experience
- Five years of experience in commercial claims operations or related experience
- Experience with claims systems such as Guidewire
- Project management experience with JIRA or similar agile methodology
What We Do
EMC Insurance Companies is among the top 60 insurance organizations in the country based on net written premium, and we have more than 2,500 employees. The company was organized in 1911 to write workers’ compensation protection in Iowa. Today, EMC provides property and casualty insurance products and services throughout the United States and writes reinsurance contracts worldwide. Operating under the trade name EMC Insurance Companies, Employers Mutual Casualty Company and one or more of its affiliated companies is licensed in all 50 states and the District of Columbia.
