Job Description

In this position the Customer Service Data Analyst is crucial in supporting the Customer Service Center, Underwriting, and Sales teams by providing actionable insights through data analysis and comprehensive reporting. This role requires expertise in Tableau for creating reports and dashboards, proficiency in SQL Server for data extraction and query management, and the ability to support various databases and systems. The successful candidate will work closely with the Customer Service Center, Underwriting, and Sales management teams, while also interacting with Product, Finance, and IT departments. Additionally, this role includes responsibilities as a backup programmer for our Client Letter system.

RESPONSIBILITIES

• Collect, analyze, and interpret data from various sources to generate reports and dashboards.
• Develop and maintain regular and ad-hoc reports for Service, Underwriting, Sales.
• Identify trends, patterns, and anomalies in data to provide actionable insights.
• Pull data from the Data Warehouse and other sources using SQL Server, running complex queries and building datasets for analysis.
• Analyze call center metrics such as call volume, average handle time, and customer satisfaction scores.
• Provide insights to improve call center efficiency and customer experience.
• Develop reports to monitor agent performance and call center KPIs.
• Monitor and report on service levels, turnaround times, and customer feedback
• Analyze underwriting metrics and workflows to identify areas for process improvement.
• Create reports to track underwriting performance and efficiency.
• Create reports to track sales performance and efficiency.
• Develop dashboards and visualizations to track performance and identify opportunities for enhancement.
• Analyze existing processes and automate manual functions through technology
• Work closely with department heads and team members to understand data needs and reporting requirements.
• Present findings and recommendations to stakeholders in a clear and actionable manner.
• Collaborate with IT and data management teams, including Product and Finance, to ensure data integrity and accuracy.
• Identify and implement best practices for data collection, analysis, and reporting.
• Continuously evaluate and improve reporting processes to enhance efficiency and effectiveness.
• Serve as a backup programmer for the Client Letter system.
• Program and debug client letters, run batch jobs, and resolve any related issues.

QUALIFICATIONS

• Bachelor’s degree in Data Science, Statistics, Computer Science, Business Analytics, or a related field.
• Proven experience as a Data Analyst, Business Analyst, or similar role, preferably within a customer service or financial services environment.
• Proficiency in data analysis tools and software (e.g., Excel, SQL, Tableau, Power BI).
• Strong analytical skills with the ability to interpret complex data and present findings clearly.
• Experience with call center metrics and underwriting processes is a plus.
• Excellent communication skills, both written and verbal.
• Strong attention to detail and ability to work independently with minimal supervision.
• Ability to manage multiple projects and deadlines effectively.

SALARY RANGE

The pay range for this position is $61,500 to $81,500 annually. Actual compensation will vary based on multiple factors, including employee knowledge and experience, role scope, business needs, geographical location, and internal equity.

PERKS & BENEFITS

• 4 weeks accrued paid time off + 9 paid national holidays per year
• Low cost and excellent coverage health insurance options that start on Day 1 (medical, dental, vision)
• Annual 401(k) Employer Contribution
• Free onsite gym at our Woodbridge Location
• Resources to promote Professional Development (LinkedIn Learning and licensure assistance)
• Robust health and wellness program and fitness reimbursements
• Various Paid Family leave options including Paid Parental Leave
• Tuition Reimbursement

ABOUT THE COMPANY

The Plymouth Rock Company and its affiliated group of companies write and manage over $2 billion in personal and commercial auto and homeowner’s insurance throughout the Northeast and mid-Atlantic, where we have built an unparalleled reputation for service. We continuously invest in technology, our employees thrive in our empowering environment, and our customers are among the most loyal in the industry. The Plymouth Rock group of companies employs more than 1,900 people and is headquartered in Boston, Massachusetts. Plymouth Rock Assurance Corporation holds an A.M. Best rating of “A-/Excellent”.

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