The California FAIR Plan

POSITION SUMMARY

The Accounting Support Specialist I investigates and provides answers on inquiries received related to billing, premium payments application or other related billing matters for internal and external customers. This person is responsible for timely and accurate premiums receipts processing.

PRINCIPAL DUTIES & RESPONSIBILITIES
•    Investigate, resolve, and respond to internal and external customers calls and emails regarding inquiries for policy status, payment remittances, return premiums, cancellations, reinstatements, etc.
•    Research, review and process unidentified/suspense/exception premium receipts.
•    Review, analyze and authorize premium disbursements timely.
•    Prepare daily bank deposit reconciliation to assure that all sources of premium postings to the billing system are accounted for and credited correctly to bank accounts.
•    Responsible for sorting, prioritizing processing and recording premiums receipts received in house timely and accurately in billing system.
•    Prepare correction entries for keying errors due to payment misapplication and bank errors.
•    Assists in completing moderately complex calculations and billing account analysis.
•    Create and track pending items (i.e. unidentified, suspense, exception items).
•    Maintaining proper documentation and filing of supporting documents.
•    Perform OFAC clearance and Premium Collections follow-up and resolution.
•    Perform back up duties as required.

EDUCATION & EXPERIENCE
•    High School Diploma required.
•    Accounting course preferred.
•    0 to 1 year’s accounting work experience required.
•    Duck Creek experience preferred.
•    Exceptional typing and 10key by touch skills required.
•    Excellent oral and written communication.
•    Intermediate Excel and Word skills.

Compensation Range: $28.72-$29.75

POSITION SUMMARY
The Accounting Support Specialist is responsible for researching, investigating, auditing, and resolving inquiries related to premium billing, payment application, and other billing-related matters. This role ensures the accurate and timely processing of premium billing, receipts, disbursements, and overall policy premium details, while maintaining a high level of customer service.

PRINCIPAL DUTIES & RESPONSIBILITIES
•    Investigate, audit, and resolve inquiries from customers, including policy status, payment remittances, return premiums/disbursements, cancellations, and reinstatements.
•    Research, review and process unidentified/suspense/exception premium receipts.
•    Review, audit and authorize premium disbursements timely.
•    Manage sorting, prioritizing processing and recording premiums receipts received in house timely and accurately
•    Prepare correction entries for keying errors due to payment misapplication and bank errors.
•    Assist in completing moderately complex calculations, auditing premium and billing account analysis.
•    Assist with fulfilling internal and external audit requests.
•    Create and track pending items (i.e. unidentified, suspense, exception items).
•    Maintain proper documentation and filing of supporting documents.
•    Perform OFAC clearance and Premium Collections follow-up and resolution.

SPECIFIC DUTIES & RESPONSIBILITIES
•    Prepare moderately complex calculations, auditing of billing accounts and analysis.
•    Analyze pending items (i.e. unidentified, suspense, exception items).
•    Assist with ensuring that billing documents accurately reflect terms and conditions agreed to by the organization and comply with Department of Insurance rules and regulations.
•    Monitor that billing processes are executed timely and accurately.
•    Perform premium billing audits to validate accuracy, detect discrepancies, and support system stability and financial integrity.

EDUCATION AND EXPERIENCE
•    High School Diploma required.
•    Accounting course preferred.
•    1 to 3 years accounting work experience required
•    Exceptional typing and 10key by touch skills required.
•    Excellent oral and written communication.
•    Intermediate Excel and Word skills.

Compensation range: $30.26-$32.31

POSITION SUMMARY
The Accounts Payable Clerk will support the day-to-day operations of accounts payable, review purchase orders, statements, verify invoice amounts owed, and respond to vendor inquiries.

PRINCIPAL DUTIES & RESPONSIBILITIES
•    Prepare, process and post invoices timely and accurately.
•    Assure that financial accounts are reconciled timely and accurately.
•    Support timely and efficient month-end, quarter-end, and year-end close processes.
•    Perform account analysis to identify and explain variances.
•    Maintain proper documentation and file supporting documents, including approvals.
•    Assist with internal and external audit requests.
•    Liaise with the bank and other parties as required.
•    Perform backup duties within the department as required.

SPECIFIC DUTIES & RESPONSIBILITIES
•    Record and process daily transactions in accounts payable (i.e. obtain approvals and issue checks).
•    Assist with accounts payable email queue and electronic file organization.
•    Assist with printing daily premium refund checks and monthly commission checks.
•    Assist with vendor maintenance in the general ledger, including set up of payment locations and creation of new vendor request forms and/or change forms.
•    Assist with maintaining and keeping current W-9 documents for Accounts Payable vendors.
•    Respond to vendor inquiries and assist with research of vendor payment discrepancies.
•    Assist with processing employee garnishment, broker garnishment and broker’s backup withholding.
•    Assist with monitoring company credit card, ensuring all transactions are approved with proper receipts submitted.
•    Assist with uploading disbursements.
•    Respond to internal and external broker commission inquiries.

EDUCATION AND EXPERIENCE
•    High school diploma required.
•    0 to 1 year of relevant work experience (Accounting Clerk I).
•    Exceptional typing and 10 key by touch skills required.
•    Excellent oral and written communication.
•    Strong attention to detail and ability to operate with a high degree of accuracy.
•    Microsoft Office suite experience required; intermediate Excel skills preferred.
•    Microsoft Dynamics GP experience preferred.

Compensation range: $28.72-$29.74

POSITION SUMMARY
This Billing Technical Analyst will assist with design, testing, and implementation of billing processes that ensure timely and accurate customer billing. This position combines technical proficiency with financial insight to ensure accurate billing processes as well as to recommend improvements and enhancements. The Billing Technical Analyst analyzes billing transactions and forms to ensure compliance with policies and procedures and performs user acceptance testing of billing functionality for system releases.

PRINCIPAL DUTIES & RESPONSIBILITIES

• Assist with the design, testing and implementation of billing processes ensuring timely and accurate customer billing.
• Perform user acceptance testing of billing functionality for system releases using pre-defined test plans and scripts to identify defects.
• Document results to track and communicate outcomes. Perform follow-up rounds of testing as needed.
• Investigate and resolve billing system discrepancies and errors.
• Collaborate and communicate with other departments to ensure billing accuracy.
• Ensure invoices accurately reflect terms and conditions agreed to by the organization and comply with Department of Insurance rules and regulations.
• Identify and recommend opportunities for improvements to billing policies and procedures.
• Prepare and present analytical reports to identify trends, inefficiencies, delinquent accounts, and other relevant metrics.
• Monitor billing invoices and forms generation cycles and alert management of failures.
• Manage ad hoc customer billing and respond to customer inquiries regarding bills.
• Provide coverage for team members as needed.
• Participate in cross-training initiatives to ensure continuity of operations and minimize disruption to essential processes.

SPECIFIC DUTIES & RESPONSIBILITIES (BILLING ANALYST I) 

• Assist with user acceptance testing of billing functionality for system releases using pre-defined test plans and scripts to identify defects.
• Assist with preparation of analytical reports.
• Run Billing SQL queries.

EDUCATION AND EXPERIENCE

• Bachelor’s degree in Business Analytics, Computer Science, Accounting, Business Administration or equivalent required.
• 1 to 3 years accounting or business analytics work experience required (Billing Technical Analyst I).
•  Strong analytical and problem-solving skills.
• Excellent oral and written communication skills.
• Excellent technical skills, including Understanding of Billing workflows of Duck Creek or other Proprietary billing systems., Ability to write clear documentation for billing processes, system configurations, and audit trails
• Proficient with SQL preferred.
• Detail oriented and comprehensive documentation skills.
• Excellent time management skills.
• Advanced Excel and Word skills. Power Query, Index Match, nested If functions preferred.

Compensation range: $78,500 -$83,500

POSITION SUMMARY

The Claims Business Process Analyst optimizes and modernizes claims processes to improve efficiency, accuracy, and alignment. This role analyzes workflows, identifies bottlenecks, and drives improvements by partnering with stakeholders and consultants to document gaps, define future processes, and implement solutions aligned with strategic priorities.

PRINCIPAL DUTIES & RESPONSIBILITIES

• Evaluate claims business processes and identify opportunities to enhance efficiency, accuracy, and customer satisfaction.
• Conduct root cause analyses to uncover operational gaps, data inconsistencies, or process bottlenecks.
• Define and document “as-is” and “to-be” workflows using process mapping and related methodologies.
• Collaborate with business stakeholders, to design improved end-to-end claims processes.
• Translate business needs into functional process requirements for automation, system enhancement, or workflow redesign.
• Work with the support partner vendor to implement fixes and enhancements to the Duck Creek Claims system.
• Document requirements, perform user acceptance testing and validation during release cycles for the claims system.
• Produce release notes and update the department as necessary on system changes.
• Develop, standardize, and maintain claims-related business processes, procedures, and performance metrics.
• Serve as a liaison between Claims and other departments to ensure process coherence, data alignment, and to enhance system capabilities (e.g. Duck Creek, OnBase).
• Support Single Source of Truth initiatives ensuring consistent data usage, definitions, and reporting across systems.
• Define and track key performance indicators (KPIs) to measure process effectiveness and turnaround times.
• Prepare and present insights, findings, and process improvement recommendations to leadership.
• Support internal and external audits with accurate process documentation and data integrity assurance.
• Lead or participate in business process reengineering (BPR) and operational efficiency initiatives.
• Promote continuous improvement through feedback loops, metric- driven decision making, and proactive issue resolution.
• Perform any other tasks required to support the Association’s Mission, Values, and Strategic Objectives.

EDUCATION & EXPERIENCE

• Bachelor’s degree or equivalent preferred.
• Experience with Homeowners and Catastrophe (CAT) claims, particularly wind and fire events, preferred — with emphasis on understanding end-to-end claims workflows, dependencies, and process challenges.
• Proven experience in process management or business process improvement.
• Advanced knowledge and practical application of process improvement tools and methodologies such as Lean, Six Sigma, or Business Process Management (BPM).
• Experience with the Duck Creek Claims platform (or similar claims management systems) preferred.
• Proficient in Microsoft Office Suite (Word, Excel, Outlook) with the ability to develop clear documentation, process visuals, and performance tracking templates.
• Strong analytical and problem-solving skills.
• Exceptional attention to detail and accuracy.
• Excellent communication and collaboration skills, with the ability to engage effectively with internal stakeholders, consultants, and leadership.

Compensation range: $80,000-$85,000

POSITION SUMMARY:
Supervises a team of claims examiners in the investigation of property insurance claims for dwelling or commercial losses based on coverage, appraisal, and verifiable damage.  Provides leadership to their assigned team to assure maximum quality, efficiency and adherence to Department of Insurance regulations and internal Claims practices and policies.

PRINCIPAL DUTIES & RESPONSIBILITIES:  
•    Supervises team of claims examiners, verifies coverage, and authorizes timely payments to policyholders.
•    Reviews examiners correspondences to policyholders for accuracy and completeness.
•    Review and ensure field adjuster work product is compliant with CFP Independent Adjuster guidelines.
•    Reviews reserves and provides reserve recommendations to ensure reserving activities are consistent with company policies.
•    Communicates to examiners and/or others involved to secure missing information.
•    Promptly assists examiners with negotiating difficult settlements, making sure that the settlement reflects the actual insured losses while ascertaining that the insurer is protected from invalid claims in accordance with company practices and procedures.
•    Evaluates, coaches, and leads assigned examiners in accordance with company human resources and claims processes and procedures.
•    Confer with Claims management and/or legal counsel on claims involving legal issues or litigation.
•     Document claims activity in a clear and concise manner.
•    Examine claims investigated by examiners, including further investigation of questionable claims to determine payment authorization.
•    Apply claims technical knowledge and human relations skills to promote fair and prompt settlement of claims.
•    Conduct daily diary reviews on claim files to ensure status letters are sent to policyholders timely and in accordance with Department of Insurance regulations.
•    Review and approve claims within designated authority level.
•    Verify and analyze data used in settling claims to ensure validity and that settlement is in understanding of fraudulent and illegal practices.
•    Leads and participates in special projects to improve department quality, efficiency, and customer service.

KNOWLEDGE AND SKILLS REQUIREMENTS
•    Bachelor’s degree or equivalent preferred.
•    Excellent customer service, oral and written communication skills.
•    2 years of property claims supervisory experience preferred.
•    Experience managing and settling dwelling or homeowners property losses.
•    Experience with claims litigation, appraisal, and mediation
•    Working experience with MS-Office (especially Word and Excel) is required.

Compensation range: $115,000-$125,000

POSITION SUMMARY
The Customer Service Trainer will provide critical support to our Customer Service Department. This role will create, deliver, and facilitate technical and non-technical training for new and existing employees in the Customer Service Department. This role is crucial for ensuring exceptional customer experience, consistently collaborating with service leadership to assess training needs, and building relevant solutions. This position will also support quality programs for internal teams, delivering targeted coached feedback that drives measurable improvement.

PRINCIPAL DUTIES AND RESPONSIBILITIES
•    Develop and facilitate engaging training programs focused on service excellence, operational procedures, and  technical knowledge.
•    Lead the onboarding process for new service employees, ensuring proper introduction to company culture, service standards, and role expectations.
•    Conduct regular training sessions to reinforce core service skills, including communication, customer interaction, problem resolution, and operational efficiency.
•    Develop comprehensive training materials, resources and e-learning courses to educate staff on company procedures, customer service best practices, and technical skills.
•    Promote consistency by supporting documentation of standard operating procedures and best practices across all service touchpoints.
•    Maintain training records to ensure 100% participation.
•    Assess and measure learning outcomes through knowledge checks quizzes, role-play evaluations, observation, and feedback surveys to ensure learning objectives are met.
•    Measure training effectiveness through assessments and performance metrics; use feedback to enhance future training initiatives.
•    Ensure all service team members are trained in relevant company policies and regulatory requirements.
•    Collaborate with service leadership to identify skill gaps and provide targeted coaching or training to support individual and team performance goals.
•    Coordinate internal quality call audits.
•    Provide constructive feedback to external partner CSRs via quality assessment audits.
•    Foster a culture of continuous learning and professional development.

EDUCATION AND EXPERIENCE
•    Bachelor’s degree preferred.
•    Minimum three years of training and development experience.
•    Proven remote facilitation skills in customer service or call center environment.
•    Quality assurance experience.
•    Proficiency in Microsoft Office products.
•    Excellent verbal and written communication skills, interpersonal, and problem-solving skills.
•    Ability to maintain a positive and professional demeanor in a fast-paced environment while effectively managing multiple priorities and deadlines.
•    Customer Service experience preferred.

Compensation range: $90,000 -$95,000

POSITION SUMMARY
The Director of the IT EPMO is responsible for leading the enterprise technology delivery portfolio. This role bridges the gap between executive strategy and technical implementation, driving maturity within the Enterprise PMO, managing complex cross-functional portfolios, and ensuring technology investments align with business objectives, regulatory requirements, and risk management standards. Lastly, this role provides thought leadership, inspirational talent leadership, governance, transparency, and execution discipline across the IT portfolio while enabling flexibility to support Agile, hybrid, and vendor-led delivery models.

PRINCIPAL DUTIES AND RESPONSIBILITIES
•    Define and mature the EPMO operating model aligned to enterprise and IT goals and strategies
•    Establish delivery governance frameworks supporting Agile, hybrid (CFPA and vendor led) execution
•    Lead IT demand intake, project intake triage, and portfolio prioritization across business units
•    Manage portfolio capacity planning across internal teams and vendor partners
•    Oversee execution of complex IT programs, including core system modernization, vendor implementations, and regulatory initiatives
•    Serve as a primary liaison between C-level executives, technical teams, and business units.
•    Facilitate portfolio reviews, and participate in executive briefings as needed
•    Oversee delivery responsibilities for system integrators, vendor partners, SaaS vendors, and third-party providers
•    Support contract oversight and vendor risk management in partnership with Sr. leadership and Legal
•    Lead, inspire, and develop talent: IT project coordinators, IT project managers, program manager(s)
•    Champion continuous improvement, delivery maturity, and professional development
•    Own IT portfolio management tools, dashboards, and reporting
•    Provide a single source of truth for IT delivery health, reporting, and portfolio insights
•    Improve forecasting accuracy and delivery confidence throughout CFPA

EDUCATION, EXPERIENCE & QUALIFICATIONS
•    Bachelor’s degree in information systems, Computer Science, Business, or related field preferred
•    10+ years of experience in IT portfolio management, project management in an enterprise setting highly preferred
•    5+ years leading an IT PMO or EPMO in a regulated environment
•    Direct experience in insurance or financial services strongly preferred
•    Deep understanding of SaaS-based insurance core systems (policy, claims, billing) and supporting platforms
•    Deep understanding of insurance operations with a focus on broker/agent interactions
•    Experience with vendor-led implementations and system integrations
•    PMP, PgMP, PfMP, SAFe, or equivalent demonstrated delivery experience preferred
•    ITIL, COBIT, or related governance frameworks a plus
•    AINS, CPCU, or related insurance certifications a plus
•    Strategic, pragmatic, and delivery-focused
•    Demonstrated Change leader who can modernize delivery while maintaining operational stability

Compensation range: $215,250-$220,250

POSITION SUMMARY
The IT Applications Test Engineer will independently design, execute, and maintain manual and automated tests to ensure high-quality software delivery.  They will support test planning efforts, leveraging their understanding of testing processes; collaborating closely with developers and product teams to troubleshoot issues, refining testing practices, and improving test coverage across applications. This role will also drive efficiency by increasing automation within the testing lifecycle. Additionally, this role will contribute to more complex testing initiatives.

PRINCIPAL DUTIES & RESPONSIBILITIES
•    Develop comprehensive and reproducible test cases and execute them independently. Perform a variety of testing types, including functional, integration, and regression tests to reduce production defects.
•    minimize production defects, conduct manual and automated testing. Automate key functionality, regression tests and ensure test scripts are efficient and reusable.
•    Contribute to implementing and improving the automation test suite.
•    Create test cases, test results, and bug reports. Provide concise test cases, reproducible steps in bug report and keep documentation up to date for medium sized features.
•    Collaborate with Product Manager/Developers/BA’s to clarify product requirements and provide feedback from early version of requirements to release ensuring the software meets business and user expectations for medium complex features in their teams. Participate in UAT activities.
•    Identify testing progress obstacles and collaborate with other teams to resolve them timely.
•     Conduct thorough reviews of test cases to ensuring they are comprehensive, clear, and aligned with requirements. Provide feedback to peers on test cases and collaborate to refine them.
•    Analyze results to assess testing effectiveness and proactively identify areas for improvement. Suggest improvements to testing processes.
•    Expand test automation expertise and assume ownership of executing and maintaining automated tests.
•    Comfortable adapting to changing requirements, system designs, new technologies, and shifting priorities or responsibilities.

EDUCATION AND EXPERIENCE
•    Minimum 5 years of manual and automation testing experience.
•    Bachelor’s degree in Engineering Computer Science, or related field.
•    Experience in test automation tools (e.g., Selenium, Katalon).
•    Strong knowledge of SDLC and Agile Framework best practices.
•    Proficient in managing defects and test documentation using ADO.
•    Experience in Property & Causality Insurance or related domains.
•    Excellent analytical and problem-solving skills.
•    Ability to work independently and as part of a team.
•    Strong communication and documentation skills are important.

Compensation range: $85,000-$90,000

POSITION SUMMARY

The Cloud and Identity Administrator II administers, secures, and improves the Association’s cloud, identity, and related infrastructure environments. This hybrid role combines cloud administration, systems administration, security operations, identity management, and identity governance across Microsoft 365, Entra ID, Azure/AWS cloud platforms, endpoint management, directory services, authentication, privileged access, and related security controls. This role also participates in an after-hours on-call rotation and may be required to respond to urgent operational and security events outside normal business hours.

PRINCIPAL DUTIES & RESPONSIBILITIES

• Administer, secure, and improve Microsoft 365, Entra ID, Azure, AWS, Active Directory, Intune, Exchange Online, SharePoint, OneDrive, Teams, endpoint management, and related cloud, identity, and enterprise services.
• Manage identity and access controls across the user and application lifecycle,
• Administer privileged access and PAM-related processes, including privileged account management, approval workflows, service account governance, privileged session monitoring, and periodic validation.
• Perform advanced systems and cloud administration for hybrid infrastructure, including servers, directory services, cloud workloads, patching, vulnerability remediation, configuration management, and operational controls.
• Support security operations by reviewing alerts, logs, access activity, cloud events, and vulnerability findings.
• Recommend and implement remediation or compensating controls as appropriate.
• Lead assigned cloud, identity, infrastructure, security, and automation initiatives
• Develop and maintain standards, procedures, technical documentation, runbooks, configuration records, access review evidence, and operational artifacts to support reliable, audit-defensible IT and security operations.
• Partner with business stakeholders and vendors to resolve complex issues, improve reliability and controls, and participate in after-hours on-call responses

EDUCATION & EXPERIENCE

• Bachelor’s degree in Information Technology, Computer Science, Cybersecurity, Information Systems, or related field preferred; equivalent advanced technical experience may be considered.
• Minimum of 5 years of progressive experience in systems administration, cloud administration, identity administration, security administration, or a related technical role.
• Advanced knowledge of Microsoft 365, Entra ID, Active Directory, Azure, AWS, Intune, Autopilot, Exchange Online, SharePoint, OneDrive, Teams, hybrid identity, endpoint management, and related cloud and enterprise services.
• Strong understanding of identity, access, and privileged access management practices, including SSO, MFA, conditional access, RBAC, service account governance, credential vaulting, just-in-time access, and access reviews.
• Experience supporting cloud security, endpoint security, vulnerability remediation, logging, monitoring, backup, disaster recovery, configuration management, and operational controls in hybrid environments.
• Working knowledge of scripting, PowerShell, automation, reporting, workflow automation, audit evidence collection, application provisioning, SAML/OIDC, SCIM, API-based account lifecycle management, and infrastructure as code concepts such as Terraform preferred.
• Working knowledge of CIS, NIST, SOC 2, ISO 27001, or similar control frameworks and relevant certifications preferred.

Compensation range: $123,000-$128,000 in CA. $80,000-$90,000 outside of CA.

POSITION SUMMARY

The IT Program Manager is the primary point of contact in overseeing and managing multiple IT projects and programs within the organization. This role requires heavy hands-on project management skills, including planning, execution, and delivery of projects on time and within budget. The ideal candidate will have a strong background in IT project management, excellent leadership abilities, and the ability to work collaboratively with cross-functional teams.

PRINCIPAL DUTIES AND RESPONSIBILITIES

• Lead and manage multiple IT projects and programs from initiation to completion, ensuring they are delivered on time, within scope, and within budget
• Manage, coach and develop employees by providing clear direction, ongoing feedback and performance guidance.
• Coordinate with stakeholders to ensure smooth deployment and integration of releases are aligned with project goals and timelines
• Provide coordination of multiple vendor partners to ensure delivery alignment
• Ensure that projects follow the Software Development Life Cycle (SDLC) methodologies, including requirements gathering, design, development, testing, deployment, and maintenance
• Prepare and maintain program documentation, including project plans, status reports, release notes and program reviews; making sure all documentation is accurate and up to date
• Monitor project progress, identify potential risks and issues, and implement mitigation strategies to ensure program objectives and seamless execution
• Conduct regular project status meetings and provide updates to stakeholders and management., Ensure that project deliverables are timely and meet quality standards and align with business objectives.
• Manage a delivery team providing hands-on support and guidance to project team members, including task assignment, performance monitoring, and conflict resolutions.
• Allocate and manage resources across projects while addressing any resource constraints or gaps, continuously improve project management processes and methodologies to enhance efficiency and effectiveness

EDUCATION AND EXPERIENCE

• Bachelor’s degree in Information Technology, Business Administration, or a related field; Master’s degree preferred.
• 5+ years of experience in IT project and program management;
• Program Management Professional (PgMP) or Project Management Professional (PMP) certification preferred
• Strong hands-on project management skills, including experience with project planning, execution, and delivery
• Strong knowledge of program and project management methodologies, particularly the Agile approach
• Strong knowledge of the Software Development Life Cycle (SDLC) and its various stages
• Knowledge of Property and Casualty Insurance domain preferred
• Knowledge and experience with Azure DevOps (ADO) for project management and tracking preferred
• Excellent communication and interpersonal skills, with the ability to effectively interact with stakeholders at all levels of the organization
• Strong analytical and problem-solving skills, with the ability to identify and address project risks and issues
• Proficiency in program management tools and software preferred (e.g., MS Productivity Suite, Jira, etc.)

Compensation range: $150,000-$160,000

POSITION SUMMARY
The Production Support Coordinator (PSC) executes the day-to-day administrative functions for the Production Support department. The PSC is responsible for the coordination and execution of production support sprint work – including the timely intake, triage, prioritization, communication, escalation, and resolution of production break/fix tickets affecting Policy, Billing, Claims, Broker Relations, and Operations.

The PSC also serves as the administrative point of contact among business stakeholders, internal technology teams, Duck Creek Technologies, and other vendor partners. The PSC will coordinate and lead sprint scrum meetings as directed by the Production Support Manager.

PRINCIPAL DUTIES & RESPONSIBILITIES

• Assist in executing the daily production support operation across Policy, Billing, Claims, Broker Relations, and Operations
• Collaborate with vendor partners to oversee ticket intake, validation, classification, prioritization, assignment, escalation, resolution, and closure
• Ensure priority and severity reflect business impact, customer impact, regulatory exposure, financial risk, and operational urgency
• Facilitate daily queue reviews and ensure aging, stalled, reopened, and high-impact tickets receive appropriate attention
• Enforce ADO standards for required fields, categorization, severity, business impact, ownership, status, notes, attachments, acceptance evidence, and closure codes
• Review and update dashboards and reports to provide a transparent view of ticket volume, backlog, aging, service levels, resolution time, reopen rate, recurring issues, and work by business area

EDUCATION & EXPERIENCE

• Bachelor’s degree in information technology, business, insurance, or a related field, or an equivalent combination of education and relevant experience
• 1 to 3 years of experience in application support, production support, service delivery, or insurance technology
• Experience supporting business-critical applications in a structured ticket-management environment
• Strong written and verbal communication skills, including the ability to communicate effectively with both business leaders and technical teams
• Experience supporting policy, billing, and claims processes within a property and casualty insurance carrier preferred
• Hands-on experience using Microsoft Azure DevOps Boards for ticket workflow, dashboards, queries, reporting, and backlog management

Compensation range: $31.79-$36.92/hr.

POSITION SUMMARY
The Claims Examiner III processes insurance claims for property losses based on coverage, appraisal, and verifiable damage. They interact with independent adjusters and policy holders, review claim forms and other records to determine insurance coverage. This person will make payment recommendations and settlements in accordance with company practices, procedures, and Fair Claims Settlement Practices regulations.

PRINCIPAL DUTIES & RESPONSIBILITIES
•    Investigate, evaluate, and resolve claims, applying technical knowledge and human relations skills to promote fair and prompt settlement of claims.
•    Adjust reserves and provide reserve recommendations to ensure reserving activities are consistent with company policies.
•    Enter claim transactions, in a clear and concise manner.
•    Examine claims inspected by independent adjusters, including further investigation of questionable claims, verification of coverage, and timely issuance of payments to policyholders.
•    Conduct daily diary reviews on claim files to ensure status letters are sent to policyholders in accordance with Department of Insurance regulations.
•    Pay and process claims within designated authority level.
•    Supervise independent adjusters to ensure adherence to CFP IA Guidelines.
•    Maintain compliance with the Department of Insurance and Company policy and procedures.
•    Create correspondence to policyholders that is accurate and complete. Communicate with insureds and/or others involved to secure missing information.
•    Promptly negotiate settlements, making sure that the settlement reflects the actual insured losses while ensuring that the insurer is protected from invalid claims.
•    Confer with Claims Management and legal counsel on claims involving litigation.

ADDITIONAL DUTIES & RESPONSIBILITIES
Claims Examiner III: This role may include handling the entire claim (except inspection), or may be responsible for specific coverage, such as Personal Property or Fair Rental Value.  This role will focus on claims over $300,000 in damages, but the Claims Examiner III may receive smaller claims when necessary.

EDUCATION & EXPERIENCE
•    Minimum bachelor’s degree or equivalent preferred.
•    Excellent oral and written communication skills.
•    Working experience with MS-Office (especially Word and Excel) is required.
•    2 + years property claims experience and excellent customer service.
•    Certified in CEA and Fair Claims Settlement Practices.

ADDITIONAL REQUIREMENTS (PRIOR EXPERIENCE)
Claims Examiner III:  5 years total claims experience, 2 years handling HO claims over $300,000.
2 Years Carrier experience required.

Compensation range: $90,000-$100,000

POSITION SUMMARY

The Claims Quality Assurance Supervisor leads a team of Quality Assurance Representatives or Claims Quality & Subrogation Analysts. This role is responsible for reviewing claim files for accuracy, and compliance, with the CA Department of Insurance (CDI) Fair Claims Settlement Practices Regulations. This role will also manage communications with the Department of Insurance and assist claims examiners with coverage analysis.

PRINCIPAL DUTIES & RESPONSIBILITIES

• Collaborate with Claims Quality & Subrogation Analysts and QA Representative teams to maintain the daily workflow across the Quality Assurance Department.
• Develop and implement quality assurance policies, procedures, and workflows that promote consistency, efficiency, and delivery of high-quality service.
• Hire, train, mentor, and support Quality Assurance Representatives and Claims Quality & Subrogation Analysts
• Provide file data for file reviews and maintain the audit platform.
• Direct and oversee file reviews and manage responses to complaints filed with CDI.
• Provide feedback to team members regarding auditing accuracy and CDI response letters.
• Provide feedback and results/ on findings and make recommendations for training and improvement.
• Manage monthly file audit calibrations and provide summary of the results to ensure consistency
• Review, analyze, and provide suggestions for claim handling practices
• Review repair estimates for accuracy and adherence to industry/CFP guidelines, and client requirements.
• Compile estimate revision requests and coordinate with network contractors to obtain estimate corrections.
• Create and maintain workbooks, questionnaires, processes, and training materials to promote accuracy and consistency.
• Lead various projects, including but not limited to QA software and report implementation.

EDUCATION & EXPERIENCE

• Bachelor’s degree or equivalent preferred.
• Strong knowledge of quality assurance and property claims.
• Minimum of 5-10 years property insurance claims experience, 2+ years of supervisory experience.
• Strong organizational, file management, and time management skills.
• Attention to detail; ability to prioritize and make strong decisions.
• Excellent written and oral communication skills.
• Adaptability and demonstrated ability to manage change.
• Working experience with MS-Office is required.
• Proficient in the Xactimate estimating program.
• Certified in CEA and CA Fair Claims Settlement Practices Regulations.

Compensation range: $115,000-$125,000

POSITION SUMMARY
The Statutory Accounting Manager manages various accounting functions including ledger maintenance, audits, accounts payable, accounts receivable, revenue and asset accounting, as well as associated analysis and reporting. This role evaluates and makes improvements to accounting processes while ensuring that practices comply with organization accounting policies and applicable laws and regulations. Lastly, this role leads and directs accounting professional and support staff, including subordinate supervisors.

PRINCIPAL DUTIES & RESPONSIBILITIES
•    Manage timely and efficient month-end, quarter-end, and year-end close processes.
•    Manage account analysis to ensure variances are explained accurately.
•    Oversee the integrity of accounting records by ensuring that staff complies with organization accounting policies and procedures.
•    Manage, track and fulfill requests from auditor requests.
•    Manage finance quality assurance audit processes.
•    Manage timely delivery of accurate documentation, reconciliations and reports to fulfill audit requests.
•    Evaluate and recommend improvements to streamline Accounting processes, including enhancements to general ledger software and billing system.
•    Resolve escalated issues arising from operations and coordinate with other departments.
•    Liaise with the bank and other parties.
•    Manage and develop accounting staff. Provide direction and guidance as needed to accomplish team goals.
•    Perform backup duties within the department as required.

SPECIFIC DUTIES & RESPONSIBILITIES (ACCOUNTING MANAGER) – FINANCIAL ACCOUNTING
•    Manage preparation of accurate and timely financial statements in accordance with statutory accounting practices.
•    Ensure that department goals are met and adhere to approved budgets.
•    Manage development and preparation of complex balance sheets, profit and loss statements and other financial reports.
•    Review analysis of current costs, revenues, financial commitments, and obligations incurred to assist in budgeting for future revenues and expenses.
•    Manage preparation of draft audited financial reports for external auditors.

EDUCATION & EXPERIENCE
•    Bachelor’s degree in Accounting, Business Administration or equivalent.
•    5 to 7 years of relevant accounting experience.
•    5 to 7 years of statutory accounting experience required for Financial Accounting Manager.
•    3 to 5 years of supervisory experience.
•    Intermediate to advanced Microsoft Excel and Word skills.
•    Strong organizational skills, attention to detail, ability to prioritize and meet deadlines.
•    Excellent oral and written communication skills.
•    Strong knowledge of Microsoft Dynamics Great Plains desirable.
•    Exposure to insurance systems and knowledge of insurance preferred.

Compensation range: $150,000-$160,000

POSITION SUMMARY
The Underwriting Trainer will provide critical support to our Underwriting Department. This role will create, deliver, and facilitate technical and non-technical training for new and existing employees in the Underwriting Department. This role is crucial for ensuring exceptional customer experience, consistently collaborating with service leadership to assess training needs, and building relevant solutions. This position will also support quality programs for internal teams, delivering targeted coached feedback that drives measurable improvement.

PRINCIPAL DUTIES AND RESPONSIBILITIES
•    Develop and facilitate engaging training programs focused on service excellence, operational procedures, and technical knowledge.
•    Lead the onboarding process for new service employees, ensuring proper introduction to company culture, service standards, and role expectations.
•    Conduct regular training sessions to reinforce core service skills, including communication, customer interaction, problem resolution, and operational efficiency.
•    Develop comprehensive training materials, resources and e-learning courses to educate staff on company procedures, customer service best practices, and technical skills.
•    Promote consistency by supporting documentation of standard operating procedures and best practices across all service touchpoints.
•    Maintain training records to ensure 100% participation.
•    Assess and measure learning outcomes through knowledge checks quizzes, role-play evaluations, observation, and feedback surveys to ensure learning objectives are met.
•    Measure training effectiveness through assessments and performance metrics; use feedback to enhance future training initiatives.
•    Ensure all service team members are trained in relevant company policies and regulatory requirements.
•    Collaborate with service leadership to identify skill gaps and provide targeted coaching or training to support individual and team performance goals.
•    Provide constructive feedback and coordinate internal quality audits.
•    Foster a culture of continuous learning and professional development.

EDUCATION AND EXPERIENCE
The individual must meet the following requirements:
•    Bachelor’s degree preferred.
•    Minimum three years of training and development experience.
•    Proven remote facilitation skills.
•    Quality assurance experience.
•    Proficiency in Microsoft Office products.
•    Excellent verbal and written communication skills, interpersonal, and problem-solving skills.
•    Ability to maintain a positive and professional demeanor in a fast-paced environment while effectively managing multiple priorities and deadlines.
•    Insurance experience preferred.

Compensation range: $90,000-$95,000