Service Operations Supervisor

Brown & Brown Insurance • Tampa, FL

6d

About The Position

Built on meritocracy, our unique company culture rewards self-starters and those who are committed to doing what is best for our customers. Orchid Insurance, an Arrowhead Intermediaries company, is seeking a Service Operations Supervisor to join our growing team in Tampa, FL. The Service Operations Supervisor must provide professional support and leadership to the Service Operations Team. They are responsible for ensuring that their teammates are consistently achieving prescribed service, production, and quality goals. The Service Operations Supervisor must drive the objectives set by the Operations Department and Orchid. They must constantly review workflows and system capabilities toward developing innovative solutions and efficient processes. The Service Operations Supervisor is responsible for teammate development and ensuring their teammates are properly trained. They will participate in creating and maintaining department training and new hire training. The Service Operations Supervisor will positively represent Orchid with prospective and current customers, all Orchid teammates, and the communities we serve. They must display a high level of emotional intelligence and can appropriately escalate issues and collaborate as needed.

Requirements

• An accessible and responsive approach with teammates.
• High School diploma or equivalent.
• At least 3 plus years of service industry experience.
• Experience leading or managing others.
• Exhibits high emotional intelligence through active listening, empathy, and adaptability in dynamic team environments.
• Aptitude to learn multiple computer systems.
• Aptitude to learn a large volume of insurance underwriting concepts.
• Proficiency with Microsoft Office Package (Excel, Word, Outlook).
• Ability to work independently or in a team environment to achieve common goals.
• Knowledge of data processing capabilities and procedures.

Nice To Haves

• Associates degree or higher preferred.
• Typing 50+ wpm preferred.
• General knowledge of standard insurance concepts, underwriting practices, and procedures.
• Experience using the Salesforce platform.
• Actively work towards obtaining relevant certifications and licenses (such as FL 2-20 license or the equivalent non-Florida resident state equivalent Property & Casualty license).

Responsibilities

• Resolve customer issues and inquiries promptly.
• Motivate, resolve conflict, coach, and develop teammates.
• Monitor and assign work based on the volume of phone and processing activity, to optimize staffing.
• Ensure service level standards are met for processing and phone calls.
• Provide weekly and monthly reporting of team KPI’s, metrics, and work assignments.
• Collaborate with Team Leads and other Operations leaders to optimize workflows and workload, including processing, email, chat, phone, and special assignments as needed.
• Ensure compliance with state and carrier requirements and documentation standards.
• Assist Accounting teammates in finding and correcting carrier discrepancies and reconciliations.
• Partners with other departments and agents to resolve issues and address needs.
• Support the Compliance team in reviewing documentation and transactions to verify compliance with regulations and respond to complaints or audits.
• Audit teammate transactions to ensure accuracy of customer and policy files, including phone call and processing quality.
• Create and revise Process Guides for processing tasks, phone calls, chats, emails, and any other work type performed.
• Conduct & document regular performance feedback sessions with team members.
• Coordinate new employee training and the onboarding process.
• Ensure that new Service Operations teammates have proper orientation and onboarding.
• Manage teammate performance and development by providing constructive and regular performance reviews.
• Handle performance management of teammates in accordance with company policy.
• Monitor productivity volume, service standards and accuracy for their teammates and the business that they support.
• Implement process improvements and innovation to continually improve the activities the Operations team supports.
• Ensure proper documentation of processes and procedures for all internal functions and services delivered.

Benefits

• Health Benefits: Medical/Rx, Dental, Vision, Life Insurance, Disability Insurance
• Financial Benefits: ESPP; 401k; Student Loan Assistance; Tuition Reimbursement
• Mental Health & Wellness: Free Mental Health & Enhanced Advocacy Services
• Beyond Benefits: Paid Time Off, Holidays, Preferred Partner Discounts and more.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED