Summary:The Documentation and Communication Specialist will oversee the standardized procedures and communications for Customer Care.
Why Jewelers Mutual:
Since 1913 we’ve been committed to supporting the Jewelry industry and putting customers at the center of everything we do. With over a century of trusted expertise, we’re financially strong, forward-thinking, and driven by curiosity. Guided by our core values of Agility, Accountability, and Relevancy, we lead through innovation.
As a technology focused organization, we embrace cutting-edge tools and data-driven insights to continuously improve our products, services, and customer experience. Our mission is to be the industry’s most trusted advisor by investing in our people, adopting new technologies, and striving for excellence.
Here, you’ll:
- Move fast and embrace change
- Always look for better ways
- Grow, thrive, and help shape what’s next
Join us and be part of a culture where you can make an impact while building your future.
What You’ll Do:
- Create and oversee standardized procedures and communication processes to follow when processes are implemented or changed.
- Establish and manage dependencies in processes and documentation.
- Collaborate with teams and other departments to ensure consistent, effective, and efficient processes that enhance the customer experience.
- Develop, coordinate, maintain, and assist with the creation of all department documents and communication, including but not limited to: SOPs, Newsletters, Emails, and training documents.
- Manage Customer Care SharePoint (and future knowledge base systems).
- Train staff on using the knowledge base.
- Adhere to regulatory requirements
- Drive consistency and accuracy in all communications.
- Provide clear, constructive feedback on processes, documents, and communication.
- Help facilitate change, maintain a positive work environment, and promote an ongoing learning culture.
- Regular predictable hours are required.
- Must be capable of becoming proficient in the Guidewire product suite.
- Utilizes exceptional writing, editing, and proofing skills.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
What You’ll Bring:
Minimum Qualifications
- High School Diploma or GED
- 1 year of customer service or related work experience
- Proficiency in Word, Excel, PowerPoint, Outlook, Visio, and Adobe
- Knowledge of Jewelers Mutual Products and Customer Care processes and procedures
- Strong attention to detail.
- Excellent written and verbal communication
Preferred Qualifications
- Bachelor’s degree
- General insurance and jewelry industry knowledge
Physical Requirements
- Prolonged periods sitting at a desk and working on a computer.
- Occasionally required to stand; walk; use hands to finger, handle, or touch objects or controls; and talk or hear.
What We Offer You:
- Competitive Compensation & Benefits: Includes performance bonuses, generous paid time off, and a top-tier retirement program with 401(k) matching and additional company contributions.
- Collaborative Culture: Work alongside talented, passionate peers who value ownership and continuous learning.
- Community & Giving: Benefit from 50% charitable gift matching and paid volunteer time to support nonprofit causes
- Great Place to Work® Certified: Join a team recognized for an environment of innovation and growth.
Accessibility and AccommodationsWe are committed to providing an inclusive and accessible recruitment process. If you require accommodation at any stage of the application or interview process, please let us know by contacting jmrecruiting@jminsure.com.