Claims Platform Analyst - MSI

Why MSI? We thrive on solving challenges. As a leading MGA, MSI combines deep underwriting expertise with insurer risk capacity to create specialized insurance solutions that empower distribution partners to meet customers’ unique needs. We have a passion for crafting solutions for the important risks facing individuals and businesses. We offer an expanding suite of products – from fully-digital embedded renters coverage to high-value homeowners insurance to sophisticated commercial coverages, such as cyber liability and habitational property – delivered through agents, brokers, wholesalers and other brand partners.

Our partners and customers count on us to deliver exceptional service through a dedicated team that makes rapid resolutions a priority. We simplify the insurance experience through our advanced technology platform that supports every phase of the policy lifecycle. Bring on your challenges and let us show you how we build insurance better.
 

We are seeking a highly skilled Workforce Manager to lead the configuration, oversight, and ongoing management of our claim platform. This role will be responsible for helping build out the system to meet business needs, ensuring appropriate assignment and distribution of claims, and maintaining accurate and active user profiles. The Workforce Manager will serve as the key liaison between the claims operations team and the technology teams, ensuring smooth functionality, timely issue resolution, and optimal performance of the system.

This role requires a professional with strong claims experience, technical aptitude, and the ability to thrive under pressure while managing multiple priorities.

Key Responsibilities

System Build & Configuration

• Collaborate closely with internal teams to configure and build the claims system according to business requirements.
• Participate in design sessions, testing cycles, and implementation activities.
• Ensure system settings, workflows, and rules support efficient and accurate claims processing.
• Identify configuration opportunities to enhance productivity and operational accuracy.
• Maintain documentation of configuration decisions, workflows, and operational processes.

Claim Assignment & Distribution

• Monitor incoming claims volumes daily and ensure timely, fair, and accurate assignment to examiners across MSI and third-party administrators (TPAs).
• Develop and manage workload balancing strategies to ensure equitable distribution based on capacity, licenses, experience, and performance.
• Identify trends, bottlenecks, or issues in claim routing and work with operations and technology teams to address them.

User & Access Management

• Oversee the creation, maintenance, and accuracy of user profiles within the system.
• Ensure users have correct permissions, role configurations, and access required to perform their job functions.
• Partner with HR, management, and IT to support onboarding/offboarding activities and system-related transitions.

Cross-Functional Communication & Issue Resolution

• Act as the primary liaison between the claims business team and the technology team for system performance issues, enhancements, or unexpected behaviors.
• Communicate system changes, updates, or issues to leadership and frontline staff.
• Support training efforts by providing subject matter expertise on system features, workflows, and updates.

Performance Monitoring & Reporting

• Track workload distribution, capacity, cycle times, and other operational metrics.
• Provide routine reporting and insights that support strategic decisions around staffing, workload, and process optimization.
• Recommend process improvements based on data-driven insights.

Qualifications & Attributes

• 5+ years of experience in claims handling, claims operations, or a related field (required).
• Strong working knowledge of claims processes, workflows, and regulatory considerations.
• Experience using or supporting claims management systems; configuration or implementation experience is highly preferred.
• Strong analytical and problem-solving abilities; comfortable working with operational data.
• Excellent communication skills with the ability to interface effectively between business and technology teams.
• Self-driven, detail-oriented, and able to perform under tight deadlines or high-pressure situations.
• Ability to manage multiple tasks and priorities with minimal oversight.
• Technical aptitude and comfort working in systems that require configuration (no coding required).

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IMPORTANT NOTICE:
This position description is intended to describe the level of work required of the person performing in the role and is not a contract. The essential responsibilities are outlined; other duties may be assigned as needs arise or as required to support the organization. All requirements may be subject to reasonable accommodation to applicants and colleagues who need them for medical or religious reasons.

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The Baldwin Group will not accept unsolicited resumes from any source other than directly from a candidate who applies on our career site. Any unsolicited resumes sent to The Baldwin Group, including unsolicited resumes sent via any source from an Agency, will not be considered and are not subject to any fees for any placement resulting from the receipt of an unsolicited resume.