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Target Operating Model (TOM) – Job Roles
Job title: Operations Coordinator
Grade: 8
Salary: $38k - $42k? (awaiting final approval)
The goal of the Operations team is to better position Combined to support revenue growth and expanding markets for both existing
and new revenue channels; and to ensure that customer service provides a competitive advantage in the market. Our vision for
Operations is to be a unified customer-focused organization emphasizing integrated service, cost effectiveness, efficiency and value.
The supplemental insurance products we offer at Combined include cash benefits to our customers when they need them most, in
times of sickness or disability. We need individuals who believe that what we do every day in the insurance business is an
important and worthwhile endeavor. This is a business that is focused on restoring people’s lives after they have suffered a loss.
The Operations Coordinator is an entry level role in a high-energy, fast-paced, changing environment. This position will have the
opportunity to engage with individuals in many departments based on the candidate’s interests and skillsets. These departments
range from our Policyholder Center of Excellence, Agent Broker Service Center, or General Financial Services.
Major responsibilities
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Build broad understanding of our products and systems
Interface with Customers through different service channels – phone, email and web
High transaction processing output with focus on providing a positive customer experience; balancing efficiency, timeliness
and quality
Ability to maneuver between system applications confidently to find information and respond to customer needs in a
timely manner
Collaborate with other team members to ensure effective resolution of customer needs, follow-up and work flow
Participate in future state operating model initiatives with focus on ensuring that our customer service model provides a
competitive advantage in the marketplace
Better position Combined to support expected Revenue growth in new and existing markets and distribution channels
Performs other duties as assigned
Skills/Experience
 Exceptional written and verbal communication skills
 Excellent organizational skills
 Ability to multi-task in fast pace environment with attention to detail
 Analytical skills
 Proficient in MS Office – Outlook, Word and Excel
Preferred Qualifications:
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Associate’s or Bachelor’s Degree in Business or Finance
Experience in a customer interfacing position with progressive responsibility in role
Leadership role in school or community
Ability to communicate in multiple languages – English / Spanish and/or French
Reports to: Team Lead or Manager, Operations
Individual Competencies
Problem Solving – Takes an organized and logical approach to thinking through problems and complex issues.
 Simplifies complexity by breaking down issues into manageable parts.
 Looks beyond the obvious to get at root causes.
 Develops insight into problems, issues and situations.
Continuous Learning – Demonstrates a desire and capacity to expand expertise, develop new skills and grow professionally.
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Seeks and takes ownership of opportunities to learn, acquire new knowledge and deepen technical expertise.
Takes advantage of formal and informal developmental opportunities.
Takes on challenging work assignments that lead to professional growth.
Initiative – Willingly does more than is required or expected in the job.
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Meets objectives on time with minimal supervision.
Eager and willing to go the extra mile in terms of time and effort.
Is self-motivated and seizes opportunities to make a difference.
Adaptability – Ability to re-direct personal efforts in response to changing circumstances.
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Is receptive to new ideas and new ways of doing things.
Effectively prioritizes according to competing demands and shifting objectives.
Can navigate through uncertainty and knows when to change course.
Results Orientation – Effectively executes on plans, drives for results and takes accountability for outcomes.
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Perseveres and does not give up easily in challenging situations.
Recognizes and capitalizes on opportunities.
Takes full accountability for achieving (or failing to achieve) desired results.
Values Orientation – Upholds and models ACE values and always does the right thing for the company, colleagues and customers.
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Is direct, truthful and trusted by others.
Acts as a team player.
Acts ethically and maintains a high level of professional integrity.
Operational Competencies
Quality/Compliance - Achieving a standard of excellence with our work processes and outcomes, incorporating standardized
procedures and all regulatory requirements
Customer focus - Striving for a positive customer experience each and every time. A commitment to first contact resolution
whenever possible
Communication - Balancing listening and talking, speaking and writing clearly and accurately, influencing others, keeping others
informed
Collegiality - Being helpful, respectful, approachable and team oriented, building strong working relationships and a positive work
environment
Efficiency - Planning ahead, managing time well, being on time, being cost conscious, thinking of better ways to do things
Coachability - Being receptive to feedback, willing to learn, embracing continuous improvement