Overview
Remote
Depends on Experience
Contract - Independent
Contract - W2
Contract - 12 Month(s)
Skills
Customer Care Manager
Guidewire applications
Property Casualty insurance
Guidewire PolicyCenter
underwriting management
knowledge base articles
training materials
customer service account management
BillingCenter
ClaimCenter
Job Details
Position: Customer Care Manager with strong Experience Guidewire applications
Location: 100% Remote
Experience: 12+ Years
Project Duration: Long term Project
Interviews: MS Teams video interview with camera ON.
About the Role
We are seeking an experienced Customer Care Manager with strong expertise in Guidewire applications to support our underwriting, quote & bind, and policy issuance processes for Property & Casualty (P&C) insurance. This role will act as a subject matter expert (SME) in handling inquiries, resolving escalations, and ensuring a seamless customer experience.
Key Responsibilities
- Lead and manage the customer care team in addressing client questions related to Guidewire PolicyCenter and associated P&C insurance workflows.
- Provide expert guidance on underwriting management, including risk evaluation, referral handling, and rule-based decision support.
- Support agents, underwriters, and brokers during the quote & bind process, ensuring accurate and timely responses.
- Assist with policy issuance inquiries, including document generation, endorsements, renewals, and cancellations.
- Collaborate with internal teams (Underwriting, IT, Operations) to resolve application or process-related issues.
- Develop and maintain knowledge base articles, FAQs, and training materials for common customer and agent inquiries.
- Monitor service level agreements (SLAs) and implement strategies to improve customer satisfaction.
- Provide feedback to product and IT teams on Guidewire system enhancements or process improvements.
Required Qualifications
- 5+ years of experience in customer service or account management within the P&C insurance industry.
- Hands-on experience with Guidewire PolicyCenter (experience with BillingCenter or ClaimCenter is a plus).
- Strong understanding of underwriting management, quoting, binding, and policy issuance workflows.
- Excellent problem-solving skills and ability to handle complex inquiries.
- Exceptional communication skills with a customer-first mindset.
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