Insurance Operations Specialist

What you will do

The Insurance Operations Specialist supports the day-to-day operations of Volvo Insurance Services (VIS) and insurance tracking activities for Volvo Financial Services (VFS). This role combines insurance servicing, compliance monitoring, reporting, data analysis, and vendor management to help reduce risk, improve customer and dealer experiences, and drive operational excellence. Using tools such as Power BI and operational reporting, the specialist identifies trends, resolves exceptions, and recommends practical solutions that enhance service quality and business performance. The specialist collaborates closely with customers, dealers, insurance partners, vendors, and cross-functional teams across Risk, Credit, Collections, Legal, Finance, Remarketing, and Syndication.

This position is part of an on-site team in Greensboro, NC reporting to the US Manager, Insurance Operations and Account Management.

Core Responsibilities:

• Work insurance exceptions by partnering with agents, dealers, customers, and internal teams to obtain and maintain compliant coverage for vehicles and equipment in insurance default.
• Respond to insurance-related questions, resolve complex coverage issues, approve and document deductible exceptions within authority limits, and negotiate exception requests with customers and Risk.
• Manage the insurance tracking vendor relationship, including service performance, issue resolution, data quality, regular communication, and continuous improvement.
• Monitor insurance tracking activity, expiring coverage, certificates, and exposed assets; take proactive action to reduce portfolio risk and ensure timely resolution.
• Develop and maintain Power BI dashboards and recurring or ad hoc reports that track KPIs, trends, exceptions, turnaround times, portfolio exposure, vendor performance, and compliance.
• Analyze operational data to identify root causes, emerging risks, process gaps, and improvement opportunities; present clear findings and recommendations to leadership and business partners.
• Process and review insurance transactions and documentation, including quotes, new business, billing, policy changes, endorsements, renewals, cancellations, applications, certificates, and proposals.
• Maintain accurate and compliant electronic files while following company standards, regulatory requirements, carrier guidelines, established workflows, and record-retention expectations.
• Build strong relationships with customers, dealers, agents, carriers, vendors, sales colleagues, and cross-functional teams to resolve issues and support business objectives.
• Use creative and critical thinking to improve procedures, controls, reporting, training, customer experience, and automation opportunities.
• Provide responsive customer service through approved communication channels and ensure assigned transactions, inquiries, and follow-up activities are completed accurately and on time.
• Support sales goals, accounts receivable activities, special projects, and other responsibilities as assigned

Who are you?

Education and Experience Required:

• Bachelor's degree in business, finance, insurance, data analytics, or a related field, or equivalent relevant work experience.
• Three or more years of experience in commercial insurance, insurance operations, financial services, customer service, collections, collateral administration, or a related field. Trucking, construction equipment, dealership, or captive finance experience is a plus.
• Active Property and Casualty insurance license preferred; ability to obtain and maintain licensing may be required based on assigned responsibilities.
• Experience with an agency management system such as AMS360, an insurance tracking platform, or comparable operational systems preferred.
• Advanced insurance designations such as CPCU, CIC, or ARM are a plus.
• Bilingual proficiency in Spanish and English is a plus.
• Occasional travel may be required

Preferred Skills:

• Advanced proficiency in Power BI, Excel, and Microsoft Office, with the ability to analyze large data sets, develop dashboards and reports, identify trends, define KPIs, and translate data into actionable business insights.
• Strong analytical and problem-solving skills with the ability to gather, interpret, and present data effectively to both technical and non-technical audiences, identify root causes, and recommend practical solutions.
• Demonstrated attention to detail and commitment to data quality, documentation, compliance, and process improvement.
• Excellent relationship-building and communication skills, with the ability to collaborate effectively across customers, dealers, agents, vendors, carriers, and internal stakeholders.
• Self-motivated and adaptable, with strong organizational skills, the ability to manage multiple priorities, meet deadlines, and handle sensitive information with discretion and integrity.
• Customer-focused mindset with a commitment to delivering high-quality service while maintaining accuracy, compliance, and operational excellence.
• Quick learner with the ability to adopt new technologies, reporting platforms, and workflow tools in a fast-paced, evolving environment.

Ready for the next move?