Processing and Support Supervisor or Manager - JAX Office

Stillwater Insurance Services, Inc.; Jacksonville (FL); On-site; USD 60,000 - 80,000; Full time

Job summary

Stillwater Insurance Group in Jacksonville, FL is seeking a Processing and Support Supervisor or Manager to lead the Processing and Support team within the Property Underwriting and Inspections department. You will coach, supervise workflows, handle escalated requests, and partner with underwriting leadership to deliver exceptional service to agents, policyholders, and internal partners.

This on-site role focuses on maintaining service standards, improving processes, and developing staff while

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• Three or more years of Property & Casualty insurance experience.
• Prior leadership, supervisory, or team lead experience preferred.
• Strong ability to work independently, make sound decisions, and meet deadlines.
• Exceptional problem-solving and analytical skills.
• Ability to interpret policy forms, regulations, procedures, reports, and related insurance documents.
• Strong proficiency with Microsoft Office products and other business applications.
• Excellent written and verbal communication skills.
• Demonstrated commitment to quality, accuracy, and customer service.

Responsibilities

• Provide supervision, coaching, mentoring, and direction to Processing and Support team members.
• Conduct employee performance reviews and provide ongoing feedback and development opportunities.
• Address performance concerns and support corrective action efforts when necessary.
• Foster a positive, collaborative, and customer-focused team environment.
• Monitor work queues and processing activities to ensure timely completion of tasks and adherence to service standards.
• Adjust workloads and assignments as needed to meet operational demands and business priorities.
• Identify workflow challenges, backlogs, and process inefficiencies and implement solutions.
• Prepare reports and provide updates regarding team performance and operational metrics.
• Serve as the primary escalation point for complex or unusual requests and assist agents, insureds, and internal customers.

Skills

Leadership

Team development

Communication

Independent work

Problem solving

Policy interpretation

Time management

Analytical thinking

Education

Bachelor's degree or equivalent

Tools

Microsoft Office

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Processing and Support Supervisor or Manager - JAX Office

Regular Full-Time Management Jacksonville, FL, US

Join Our Team

Join our collaborative team where effort and work ethic get noticed. Enjoy a positive, friendly, energetic work environment with accessible leadership, where you will have the opportunity to learn the insurance industry and valuable skills while we invest in your future career with us.

As a Processing and Support Supervisoryou will play a key leadership role in supporting our Property Underwriting and Inspections operations. This position is ideal for an experienced insurance professional who enjoys coaching others, solving complex problems, driving operational excellence, and delivering exceptional service to agents, policyholders, and internal business partners.

Position Summary

The Processing and Support Supervisor provides day-to-day leadership for the Processing and Support team within the Property Underwriting and Inspections department. This role is responsible for supervising workflow, developing team members, handling escalated situations, and ensuring timely, accurate processing of underwriting support activities.

The successful candidate will serve as a subject matter resource and escalation point for complex requests, policy inquiries, and operational issues. This individual will work closely with leadership and cross-functional departments to improve processes, maintain service standards, and support Stillwater's commitment to delivering an exceptional customer and agent experience.

The level of this position (Supervisor or Manager) will be determined based on the candidate's prior insurance experience, supervisory and management experience, and overall qualifications. This position is based in Jacksonville, Florida.

What You'll Do

Leadership & Team Development

• Provide supervision, coaching, mentoring, and direction to Processing and Support team members.
• Conduct employee performance reviews and provide ongoing feedback and development opportunities.
• Address performance concerns and support corrective action efforts when necessary.
• Foster a positive, collaborative, and customer-focused team environment.

Workflow & Operational Management

• Monitor work queues and processing activities to ensure timely completion of tasks and adherence to service standards.
• Adjust workloads and assignments as needed to meet operational demands and business priorities.
• Identify workflow challenges, backlogs, and process inefficiencies and implement solutions.
• Prepare reports and provide updates regarding team performance and operational metrics.

Customer & Agent Support

• Serve as the primary escalation point for complex or unusual requests that cannot be resolved by team members.
• Assist agents, insureds, and internal customers with coverage questions, policy changes, requests, and inquiries.
• Respond professionally and promptly to emails, calls, correspondence, and chat communications.
• Ensure exceptional service levels are consistently delivered to both internal and external customers.
• Partner closely with underwriting leadership and other departments to support operational objectives.
• Supervise and coordinate special projects and departmental initiatives.
• Support Stillwater's ease-of-use philosophy through process improvements and effective problem resolution.
• Remain current on company procedures, underwriting guidelines, and applicable state regulations.

What We're Looking For

Required Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• Three or more years of Property & Casualty insurance experience.
• Prior leadership, supervisory, or team lead experience preferred.
• Strong ability to work independently, make sound decisions, and meet deadlines.
• Exceptional problem-solving and analytical skills.
• Ability to interpret policy forms, regulations, procedures, reports, and related insurance documents.
• Strong proficiency with Microsoft Office products and other business applications.
• Excellent written and verbal communication skills.
• Demonstrated commitment to quality, accuracy, and customer service.

Knowledge, Skills & Abilities

Successful candidates will demonstrate:

• Strong leadership and team development skills.
• Sound judgment and effective decision-making abilities.
• Excellent organizational and time management skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong analytical and critical-thinking capabilities.
• Ability to communicate effectively with all levels of the organization.
• Professionalism and composure when handling sensitive or challenging situations.
• Strong attention to detail and situational awareness.
• A collaborative approach to problem solving and team success.
• Dependability, accountability, and a commitment to achieving results.
• Ability to adapt to changing priorities and business needs.
• Commitment to delivering exceptional service to agents, customers, and business partners.

Offer for employment contingent upon the acceptable responses from both a background investigation and a pre-employment drug screen.Stillwater Insurance Group is a drug-free workplace and an equal opportunity employer