Insurance Agency Services Lead (Hybrid/Remote)

Orchid Insurance; Vero Beach (FL); Hybrid; USD 60,000 - 75,000; Full time

Benefits offered by this job

Health Benefits

ESPP

401k

Student Loan Assistance

Tuition Reimbursement

Paid Time Off

Job summary

Orchid Insurance is hiring an Agency Services Supervisor to lead our Agency Services Team in Tampa, Vero Beach, or remotely. You will drive service quality, performance metrics, and process improvements while ensuring training and compliance across states.

You will mentor teammates, manage workloads across calls, emails, and chats, and collaborate with leaders to optimize workflows. A strong background in insurance concepts and staff development is essential.

Qualifications

• High School diploma or equivalent.
• At least 3+ years of service industry experience.
• Experience leading or managing others.
• Knowledge of data processing capabilities and procedures.
• 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.
• Typing 50+ wpm.
• General knowledge of standard insurance concepts, underwriting practices, and procedures.

Responsibilities

• Resolve customer issues and inquiries promptly.
• Motivate, coach, and develop teammates.
• Monitor and assign work based on call 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 Lead(s) and Operations leaders to optimize workflows and workload.
• Ensure compliance with state and carrier requirements and documentation standards.
• Assist Accounting teammates in discrepancies and reconciliations with carriers.
• Support Compliance by reviewing documentation and responses to audits.
• Audit teammate transactions for accuracy of customer and policy files.
• Create and revise Process Guides for processing tasks, calls, chats, emails, and other work types.
• Coordinate new employee training and onboarding.

Skills

Leadership

Emotional intelligence

Coaching

MS Office

Salesforce

Typing 50+ wpm

Teamwork

Education

High School diploma or equivalent

Associates degree or higher

Tools

Salesforce platform

Microsoft Office (Excel/Word/Outlook)

Job description

Orchid Insurance is hiring an Agency Services Supervisor to lead our Agency Services Team in Tampa, Vero Beach, or remotely. You will drive service quality, performance metrics, and process improvements while ensuring training and compliance across states.

You will mentor teammates, manage workloads across calls, emails, and chats, and collaborate with leaders to optimize workflows. A strong background in insurance concepts and staff development is essential.