UAs play essential role in underwriting capabilities for Programs
Zurich ProgramsArticleMay 7, 2024
“Great things in business are never done by one person; they’re done by a team of people.”
– Steve Jobs
Insurance underwriting is complex and demands precision, with a holistic view of risk that varies greatly from industry to industry and business to business — a focus especially important in the specialized markets of programs insurance. Capturing that holistic view takes many experienced underwriting professionals working within our Programs business, including the Underwriting Account Service Associates and Analysts who work with our Program Managers.
Sometimes more broadly categorized as Underwriting Associates (UAs), the role of Underwriting Account Service Associates and Analysts can vary a based on the type of program and the needs of different Program Managers, but anyone serving in this capacity performs essential work, integral to our underwriting accuracy and efficiency.
A full list of duties a UA might perform could fill most of this article, but some of their tasks include completing dashboards, assisting with Designated Program Reviews, performing monthly form audits, entering referrals from Program Administrators (PAs), researching and resolving conflicts PAs have when clearing and registering new accounts, setting up new PAs to work with Zurich systems, certifying policies, running reports and much more.
We asked three Zurich Programs UAs to share a few thoughts about their work in this vital role.
Underwriting Account Service Analyst Sherry Keating has been with Zurich for her entire career. She started at just 19 years’ old as file clerk and typist for Omaha-based Empire Fire and Marine (a company that came under the Zurich umbrella). From there she moved onto coding and then underwriting support work in rating, issuing, coding, policy issuance, endorsements and cancellations.
Describing her current role, Keating said, “Every day is different, which I enjoy. I like that the work varies and gives me the opportunity to continue learning new things. I like to assist and research to find answers for others.”
It must have been a good omen to launch a career at Empire Fire and Marine because Underwriting Account Service Analyst Kristi Vandergriff also started there (also at age 19) before Zurich integrated all their policies and systems. Vandergriff began as a temp worker, entering binders into the system and breaking down policies. 26 years later, she is still with Zurich. Her career path took her into the UA realm, where she has continued to thrive amid many changes in her work and within the organization.
Like Keating, Vandergriff enjoys the variety of work her role encompasses.
“There are many unique types of programs and I get exposed to a lot of different coverages,” she said. “I never know for sure what my day will bring. My primary function is to support the Program Managers. Being dependable and constant is an important part of the relationship that I have with my manager and the Program Managers.”
“I am good at multitasking and meeting deadlines, and I think I have pretty good communication skills,” he said. “I like to learn and widen my spectrum of insurance proficiency.”
The UA role presents a wide range of challenges that need to be navigated daily. Keating mentioned communication can be a hurdle to overcome when everyone is so busy.
“I am very persistent, though,” she said. “I will call, leave a message, send an email … whatever it takes to get the info I need in a timely manner. A Program Administrator may have a question and customer service is very important to me, so I do my best to find the answer quickly.”
Mihaylov noted that keeping tabs on ongoing issues requires diligence.
“There are times that requests cannot be solved immediately,” he said. “I built a strategy how to best follow up with clients. Also, the data on dashboards needs to be verified on different occasions. Communications and paying attention to detail is the key.”
In a fast-moving business, adapting to change is also central to success for UAs. As longtime Zurich veterans, Keating and Vandergriff have seen multiple, major evolutions in the company, the industry and the business world at large.
“When I started, we had paper files,” Keating said. “Today almost everything has changed to electronic/digital files. And the systems we use are constantly changing as well.”
Vandergriff added, “There’s no need for that 19-year-old at the binder desk” — the role where she began her career. Of course, the digital era has brought many added benefits with it. “The ability to work from home is a tremendous asset,” she said. “I no longer need to brave a blizzard to make it to the office.”
Even in his short tenure with Zurich, Mihaylov has seen significant shifts here. “Teams are getting more structured and implementation of the UA tasks is also changing,” he said.
The UA role is pivotal to the success of any underwriting team and dedicated pros like Keating, Vandergriff and Mihaylov embody the team-first spirit that helps Zurich Programs deliver for PAs, brokers and customers.
Up close and casual: 3 quick questions
Sherry Keating1. What energizes you outside of work?
Spending time with my grandsons and watching them grow. Things that they do remind me of how my children were when they were younger.
2. What’s something, big or small, that you’re really good at?
Watching Hallmark Christmas movies! I start watching and recording them in October. I think I still have one or two on my DVR!
3. What’s your guilty pleasure?
Thin Mint Girl Scout cookies straight from the freezer. Yum!
Kristi Vandergriff
1. What’s your favorite way to unwind after a busy day?
I enjoy just relaxing and reading. Escaping in a book is a perfect way to release all the thoughts about work.
2. What would we most likely find you doing on the weekend?
I’m usually puttering around the house or yard. My husband’s least favorite words are “Let’s go to Home Depot."
3. What’s your guilty pleasure?
Watching “Sister Wives.” I don’t know what it is that intrigues me so much, but it’s something I enjoy and watch all by myself.
Tsvetan Mihaylov
1. What’s the best advice you were ever given?
Always keep moving forward.
2. What’s the top destination on your “must visit” list?
Rio de Janeiro. Hopefully, I am going back again this summer.
3. What’s your guilty pleasure?
Sweets!