Surety Quality Manager

Willis Towers Watson; Tampa (FL); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

Health Savings Account

Commuter account

Wellbeing program

Job summary

Willis Towers Watson is seeking a Quality Team Lead for SuretyNexus to oversee day-to-day servicing of Surety clients and ensure KPIs and SLAs are met. You will build strong client relationships and provide quality assurance on all deliverables per SOPs.

The role involves team workflow management, training, reporting, and collaboration with client managers. On-boarding, meeting participation, and maintaining confidentiality are essential; note that visa sponsorship is not offered for this

Qualifications

• Strong attention to detail and accuracy in all work outputs.
• Excellent verbal and written communication skills.
• Ability to work independently and in a team setting.
• Strong customer service, presentation, and organizational skills.
• Working knowledge of Microsoft Office including Excel, Word, Outlook, and PowerPoint.
• 1-3+ years insurance industry experience related to servicing accounts is a plus.
• Experience with Surety, including in an insurance brokerage environment is a plus.
• Experience with Epic and Tinubu a plus.
• Acquire and maintain P&C License within 90 days of employment.

Responsibilities

• Manage and prioritize team’s workflow, ensuring all SLAs are met.
• Communicate effectively with clients, client managers and other team members.
• Create a positive, productive, and competitive team atmosphere.
• Quality Assurance of all Surety bonds and related activities per client instructions.
• Understand and interpret information in bond requests.
• Assist with resolution of client/carrier accounting issues.
• Assist in onboarding and training.
• Prepare written correspondence, reports and analysis for management.
• Participate in internal and external meetings.
• Maintain client confidentiality.

Skills

Attention to detail

Verbal and written communication

Independent work capability

Team collaboration

Customer service

Organizational skills

Relationship building with clients

Microsoft Office proficiency

Insurance industry familiarity

Surety knowledge

Education

P&C license within 90 days

Tools

Epic

Tinubu

Microsoft Office

Job description

Description

The Role

In this role, you will be responsible for the oversight of the SuretyNexus Quality team. This includes day-to-day servicing of Surety clients, and management of team’s servicing of Surety Clients to ensure KPIs and SLAs are being met. This will involve building relationships and working closely with client-decision makers, quality assurance on all deliverables on our client’s behalf in accordance with our SOPs and completing various administrative tasks, including monthly analysis & reporting. Duties include but are not limited to:

Note: Employment-based non-immigrant visa sponsorship and/or assistance is not offered for this specific job opportunity.

• Manage and prioritize team’s workflow, ensuring all SLAs are met
• Communicate effectively with clients, client managers and other team members
• Create a positive, productive, and competitive team atmosphere
• Quality Assurance of all Surety bonds as well as perform associated activities based on the specific instructions of the Client and/or Client Manager as communicated and handling of all subsequent transactions
• Ability to understand and interpret the information presented in a bond request
• Assist with resolution of client/carrier accounting issues
• Assist in on-boarding and training
• Prepare written correspondence, reports and analysis as needed for management
• Participate in internal and external meetings
• Maintain client confidentiality

Qualifications

The Requirements

• Strong attention to detail
• Excellent verbal and written communication skills
• Ability to work independently and in a team setting
• Strong customer service, presentation, and organizational skills
• Working knowledge of Microsoft Office including Excel, Word, Outlook, and PowerPoint
• 1-3+ years insurance industry experience related to servicing accounts is a plus
• Experience working with Surety, including in an insurance brokerage environment a plus
• Experience working with Epic and Tinubu a plus
• Acquire and maintain P&C License within 90 days of employment

This position will remain posted for a minimum of three business days from the date posted or until sufficient/appropriate candidate slate has been identified.

Company Benefits

WTW provides a competitive benefit package which includes the following (eligibility requirements apply):

• Health and Welfare Benefits: Medical (including prescription coverage), Dental, Vision, Health Savings Account, Commuter Account, Health Care and Dependent Care Flexible Spending Accounts, Group Accident, Group Critical Illness, Life Insurance, AD&D, Group Legal, Identify Theft Protection, Wellbeing Program and Work/Life Resources (including Employee Assistance Program)
• Leave Benefits: Paid Holidays, Annual Paid Time Off (includes state/local paid leave where required), Short-Term Disability, Long-Term Disability, Other Leaves (e.g., Bereavement, FMLA, ADA, Jury Duty, Military Leave, and Parental and Adoption Leave), Paid Time Off (only included for Washington roles)
• Retirement Benefits: Qualified contributory pension plan (if eligible) and 401(k) plan with annual nonelective company contribution. Non-qualified retirement plans available to senior level colleagues who satisfy the plans’ eligibility requirements.

Pursuant to the San Francisco Fair Chance Ordinance and Los Angeles County Fair Chance Ordinance for Employers, we will consider for employment qualified applicants with arrest and conviction records.

EOE, including disability/vets