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Business Process Specialist

Your Dream Job - The Details

POSITION OBJECTIVE:  The Business Process Specialist is an expert in Assurance’s client service processes, agency management systems and best practices. Leveraging that expertise, he or she leads our client service training programs and partners with employees and their managers to ensure they have the know-how and resources to execute their roles efficiently and accurately and in a manner, consistent with our corporate values and best practices. He or she has a fine eye for the details and is always on the lookout for ways to continuously improve our processes and clarify procedures to drive efficiency for our client service teams. With a strong knack for problem solving, the Business Process Specialist serves as a frontline resource for our staff when help is needed working through a workflow or troubleshooting a potential problem with our agency management system.


  • Participates in creating workflows that start with the end in mind and that master the most efficient path to the desired result while effectively balancing the needs of the business with those of our employees and clients
  • Analyzes existing processes that allows the current state to be diagnosed and a future state established; demonstrates an awareness of the impact and consequences of business process design decisions
  • Identifies where process bottlenecks exist and the impact of changes on the business; escalates the need to establish a plan to streamline processes where needed and participates in the resolution
  • Proactively seeks user feedback on areas of opportunity to improve efficiency, quality, and effectiveness within our processes
  • Considers agency management system(s), reporting tools, client portals and other available technology and software when participating in the creation of new processes
  • Consistently searches for best practices to incorporate into procedures and workflows and actively seeks areas of the business that need solidification and documentation of process
  • Documents and maintains procedures, and other business process artifacts, to be used both in training and as an ongoing reference


  • Can easily identify problems or inconsistencies as it relates to the configuration, security structure and workflow management within the agency management software; leverages existing resources and tools to inform the decision-making process or while problem solving
  • Participates in all upgrades of our agency management systems; this includes reviewing release notes, testing workflows, updating procedures and training on system releases
  • Makes recommendations for how enhancements and new features of our agency management systems can be implemented to make improvements to our business
  • Serves as a first point of contact for staff and managers to resolve workflow issues within the agency management system; maintains relationships with software vendors as appropriate


  • Consistently follows Assurance’s change management best practices and sets an example for others within the organization
  • Demonstrates the ability to apply change management principles to projects and in all interactions with internal clients; this includes fostering an interdisciplinary approach and effectively engaging other departments to achieve desired outcomes
  • Participate in identifying the impact of change on stakeholders and makes recommendations on how to successfully execute a change management strategy
  • Leverages project planning and tracking tools to keep all stakeholders informed, aware of key milestones and progress toward desired results


  • Executes training and mentoring programs on Assurance’s client service process, agency management systems, best practices and other key areas; ensures a positive and successful training experience for employees and managers
  • Demonstrates excellent facilitation skills that create a learning environment that complements our culture and allows for participation and collaboration
  • Identifies training needs and develops solutions to meet those needs; depending on scope and scale of the solution, this may include involving Learning & Development in the creation of a solution
  • Connects employees to the important role they play in minimizing risk and maximizing health for clients
  • Encourages and develops ways for employees to be self-sufficient, creative solution-seekers, and effective problem-solvers
  • Maintains new hire training documents as procedures and tools are updated


  • Upon hire, Producers License (in state of residence) for Fire, Casualty, Health, Life or other specific licenses as required
  • 3-5 years of experience in a client service role within an insurance brokerage
  • Experience working with an agency management system, preferably Applied Epic and CSR24
  • Experience presenting information to groups of varying sizes using any of the following techniques: presentations, role playing, simulations, team exercises and discussions
  • Ability to leverage technology and quickly learn new technologies, from agency management systems to the Microsoft Office product suite


  • BS/BA in Business, Insurance, Management or related field
  • Certified Business Process Professional or Certified Business Process Associate from the Association of Business Process Management Professionals
  • CPCU, CEBE, ARM or other insurance professional designation

Assurance - In a Nutshell

Founded: 1961

Status: Fiercely independent insurance brokerage

Locations: Headquartered in Schaumburg, IL with office locations in Chicago and the Mid-Atlantic

Employees: 400+

Clients: 6,000+

Services: Business Insurance, Employee Benefits, Private Insurance (Home & Auto), Surety Bonds, Financial Services, Safety Consulting, Certificate Tracking

Awards: Assurance is continually named a "Best Place to Work" by leading publications and organizations such as Fortune magazine, the National Association for Business Resources, The Chicago TribuneCrain's Chicago Business and Business Insurance magazine (check out all of our accolades at

Culture: Our employees enjoy an environment that fosters success and creativity and provides countless opportunities for growth. We make sure our employees are happy and motivated by offering enviable benefits, rewards programs, celebrations, perks and a few surprises around every corner. Together, it all adds up to a company that develops and retains passionate individuals who deliver superior performance and measurable results to our clients.

Fun Fact: 31% of Assurance experts agree the best Saturday Night Live skit of all time is "More Cowbell".