Intake and Delivery Specialist I [T500-19097]

About FM:

FM is a 190-year-old, Fortune 500 commercial property insurance company of 6,000+ employees with a unique focus on science and risk engineering. Serving over a quarter of the Fortune 500 and major corporations globally, they deliver data-driven strategies that enhance resilience, ensure business continuity, and empower organizations to thrive.

FM India located in Bengaluru is a strategic location for driving FM's global operational efficiency that allows them to leverage the country’s talented workforce and advance their capabilities to serve their clients better.

Role Title: Intake and Delivery Specialist I

Position Summary:

This is the first of three levels within the Consulting & Technical Services Intake & Delivery Specialist job family and requires extensive supervision and mentoring. The incumbent's main responsibility is to assist with maximizing the Technical & Plan Review Consultant's time engaging and collaborating with clients, in addition to other potential location-based services.

The incumbent will manage the intake of both plan review submittals and/or reported impairments, conduct cursory assessments of requests for completeness, ensure data integrity and file/record completeness within respective system(s). The incumbent is responsible for logging all plan review submittals, reported impairments, monitoring correspondence inboxes and conducting/tracking follow-up activities within established timeframes, respectively.

The incumbent will manage the final distribution of the plan review letter per the established processes and protocols. At the direction of the Technical Consultant and/or Consulting & Technical Services Manager, the incumbent will distribute the impairment outcome correspondence per the established processes and protocols. Provides exceptional internal and external customer service and takes strong ownership of the intake and delivery processes.

Interacts with team members across assigned territory (including DSPs/PCs/Field Engineers) daily/as needed and will follow best practices to meet Service Level Objectives to while providing the high levels of client satisfaction. Incumbents require strong customer service skills. Operates as a vital member of the Consulting & Technical Services team focused on positive customer experience in the most optimal and professional manner possible with an emphasis on efficiency and logistics support. Routinely coordinates and collaborates with ESD management and respective Technical & Plan Review Consultants. Continually reviews processes for opportunities to leverage technology and / or improve processes for efficiency gains which lead to enhanced to enhance job satisfaction and client experience. Their efforts directly contribute to the execution and achievement of the operations' objectives.

Job Responsibilities:

• Under extensive training and mentoring will perform the intake of plan submittals and reported impairments for assigned territory which includes ensuring complete and consistent data integrity within respective system(s) as per established processes and protocols, as well as the ultimate delivery of associate correspondence and performing associated follow-up activities. Will engage with Technical Consultants as needed for support with technical plan submittal review, plan reviewer assignment / dispatch, as well as Loss Expectancy development and validation.
• Establishes working partnerships with clients and team members while providing exceptional customer service.
• Monitor overall timeliness and ensure follow-up efforts are conducted as needed. Performs routine monitoring to ensure data accuracy, integrity, timeliness and completion of work within territory.

Skill and Experience:

• 6 months to 1 years of experience required to perform essential job functions.
• Excellent MS Office Skills (Microsoft Word, Outlook & Excel skills with the ability to learn new systems)
• Detail-oriented
• Excellent organizational, problem-solving, and decision-making skills
• Embraces teamwork
• Excellent interpersonal and communication skills; verbal and written
• Both self-motivated and team-oriented
• Attention to detail and proofreading skills
• Strong analytical skills
• Strong problem-solving capability
• Strong planning and organizational skills with ability to prioritize tasks and meet deadlines
• Ability to multi-task
• Bilingual skills are a plus

Must Have Skills:

• Proficiency in usage of MS 365 and ability to learn and understand proprietary business systems and workflow tools.
• Fluent reading / writing English.
• Prefer additional language skills: French, Spanish, German, Portuguese

Education and Certifications:

• 4 Year College Degree / Bachelors preferred

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Work location: