PIA P&C Support Specialist (Tier II)

PIA P&C Support Specialist (Tier II)

We are looking for an experienced support specialist to provide advanced assistance for property and casualty insurance products, including workers’ compensation and bonds, while delivering exceptional service to both internal teams and external clients. This long-term contract position is ideal for someone who can investigate complex issues, communicate clearly across stakeholders, and help improve service processes in a fast-paced payroll services environment. The role requires strong product awareness, sound judgment in handling sensitive client concerns, and the ability to work across multiple systems and carrier resources to drive timely resolution.

Responsibilities

• Deliver second-level support for property and casualty insurance-related products by addressing client and internal team inquiries with accuracy and care.
• Manage inbound and outbound communications tied to workers’ compensation payment services and related insurance offerings, ensuring prompt follow-up when needed.
• Analyze service questions, research root causes, and resolve product or service concerns by coordinating with appropriate technical or business contacts.
• Escalate unresolved or high-impact issues to the appropriate teams and alert leadership when urgent client situations require immediate attention.
• Maintain detailed and accurate records of conversations, case activity, and service outcomes across internal and external interactions.
• Use internal platforms, reporting tools, HRIS resources, and carrier or bureau websites to investigate requests and provide informed guidance.
• Build and sustain productive relationships with clients, insurance carriers, and cross-functional partners to support a positive service experience.
• Recommend improvements to workflows, procedures, and support practices based on recurring issues, operational insights, and client needs.
• Stay current on insurance regulations, policy updates, industry developments, and changes to supported products through training and project participation.

Requirements

• High school diploma required.
• At least 2 years of customer service experience or insurance-related experience.
• Demonstrated ability to handle complex client support issues in a detail-oriented and solution-oriented manner.
• Working knowledge of property and casualty insurance concepts, including workers’ compensation and bonds, is preferred.
• Experience using multiple software applications, web-based tools, and reporting systems to research and resolve inquiries.
• Strong written and verbal communication skills with the ability to document interactions clearly and accurately.
• Proven ability to manage competing priorities, exercise sound judgment, and collaborate effectively with internal and external stakeholders.