Insurance Agency Service / Operations Manager

Ewing, Blackwelder & Duce Insurance, Inc; Winter Haven (FL); On-site; USD 90,000 - 115,000; Full time

Job summary

Ewing, Blackwelder & Duce Insurance, Inc. is seeking an Insurance Agency Service / Operations Manager to lead service staff, implement Epic AI enhancements, and maintain data integrity across three Florida offices.

You will recruit and train staff, design performance standards, manage workloads, standardize workflows, ensure E&O compliance, and travel between offices to supervise operations and sustain client service levels.

Qualifications

• Recruit and train service staff and onboarding.
• Design service performance standards and reviews.
• Audit files for E&O compliance and regulatory adherence.
• Oversee Epic AI features and agency management system usage.
• Balance workloads and standardize workflows across three offices.
• Travel between EBD offices as needed to supervise operations.
• Maintain client data integrity and retention strategies.

Responsibilities

• Recruit & Train: Handle the hiring, onboarding, and continuous training of service staff on carrier guidelines and agency management software.
• Performance Reviews: Design Service Performance Standards, conduct regular formal reviews, monitor individual productivity metrics.
• System Administration: Act as the agency’s primary subject matter expert on all ongoing Applied Epic AI product releases, machine learning features, and automation enhancements for customer servicing operations.
• Workload Management: Establish, monitor and analyze workloads across all three office locations; create cross-office support protocols.
• Standardize Workflows: Establish and enforce uniform service processes; integrate new Epic AI capabilities.
• E&O Compliance: Audit client files, policy changes, and binds to prevent exposures and ensure compliance.
• Multi-Office Travel: Travel regularly to audit desks and oversee on-site issues.
• Client Retention & Account Management: Monitor cancellations and renewals; coordinate with Sales to preserve revenue.

Skills

Recruit & Train

Performance Reviews

System Administration

Workload Management

Standardize Workflows

E&O Compliance

Travel Between Offices

Client Retention

Tools

Applied Epic AI

Epic Agency Management System

Job description

Insurance Agency Service / Operations Manager

• Ewing, Blackwelder & Duce Insurance, Inc


• Recruit & Train: Handle the hiring, onboarding, and continuous training of service staff on carrier guidelines and agency management software.


• Performance Reviews: Design Service Performance Standards, conduct regular formal reviews, monitor individual productivity metrics.

EBD Servicing Operations

• System Administration: Act as the agency’s primary subject matter expert on all ongoing Applied Epic AI product releases, machine learning features, and automation enhancements for customer servicing operations. Oversee the agency’s daily usage of the Epic agency management systems to ensure precise documentation and note-keeping.


• Workload Management: Establish, monitor and analyze individual and office-level service volume workloads across all three office locations to conform to operational standards. Establish cross-office support protocols. Equalize the processing burden across the entire customer service department.


• Standardize Workflows: Establish and enforce uniform service processes across all locations to maintain client data integrity and consistent operational quality. Continuously evaluate new Epic AI capabilities and actively integrate them into the standard operating procedures across all three offices.


• E&O Compliance: Audit client files, policy changes, and binds to prevent Errors and Omissions (E&O) exposures and ensure compliance with Florida insurance regulations.


• Multi-Office Travel: Travel regularly, as needed, between the EBD offices to maintain a physical leadership presence, audit local desks, and troubleshoot on-site issues.

Client Retention & Account Management

• Retention Tracking: Monitor the combined book's cancellation and non-renewal rates, and work with Sales Management to implement cross-office proactive re-marketing strategies to preserve revenue

Projected Starting Salary = $90,000 to $115,000 Depending on qualifications and experience.

Ewing, Blackwelder & Duce Insurance, Inc