Service Operations Representative Job at Brown & Brown Insurance
Built on meritocracy, our unique company culture rewards self-starters and those who are committed to doing what is best for our customers.
The Opportunity:
Orchid Underwriters Agency (Orchid), a member of the Brown & Brown National Programs family, is seeking a Service Operations Representative.
The Service Operations Representative provides stellar customer service to our agents through their daily tasks. These tasks may include providing product/services information, researching payment history, issuing various policy changes, updating policy records, and resolving emerging problems with accuracy and efficiency. Working as a team with other departments and/or offices is critical to being successful in this role. This position will represent Orchid in the most positive manner with prospective and current clients and the communities we serve.
In this role you will have the opportunity to:
- Answer phones, chats, and emails to solve customer service issues, questions, or concerns.
- Research policy payment history.
- Create and issue new and renewal insurance policies and invoices.
- Obtain and organize documentation required by states and/or carriers.
- Process and issue endorsements and invoices when applicable.
- Process cancellations and invoices when applicable.
- Issue notices of cancelation and non-renewals in accordance with state specific guidelines.
- Solve and/or correct agency request discrepancies or processing errors.
- Evaluate documentation and information to determine compliance with regulations or standards.
- Handle confidential information with tact and discretion.
- Partner with other departments, agents, and carriers to resolve issues and address needs.
- Follow Standard Operating Procedures for all tasks performed and provide feedback to Leads and Supervisor for revisions.
- Cross train with peers and other departments.
- Other duties as assigned to help achieve team goals.
The successful candidate will have the following skills:
- High School diploma or equivalent, Associates degree or higher preferred.
- 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.
- Ability to demonstrate, understand, and apply department values: communication, accuracy, reliability, and excellence.
- Typing 50+ wpm preferred.
- General knowledge of standard insurance concepts, underwriting practices, and procedures preferred.
- Experience using the Salesforce platform preferred.
Key Competencies:
- Customer Service: Achieves excellence in delivering planned customer service outcomes for the department and monitors service delivery to achieve the service delivery targets and to ensure the highest level of customer care and customer satisfaction.
- Written and Oral Communication: Respectfully listens to others to gain a full understanding of issues; comprehends written material; presents information in a clear and concise manner orally and in writing to ensure others understand ideas; appropriately adapts the message, style, and tone to accommodate a variety of audiences.
- Planning & Organizing: Prioritizes and plans work activities and uses time efficiently. Makes good and timely decisions that propel our company forward.
- Problem Solving: Analyzes situations and applies critical thinking in order to resolve problems and decide on a course of action. Implements the solutions developed to overcome problems and constraints.
- Innovation: Develops useful ideas that are new, better, or unique. Introduces new ways of looking at problems. Can take a creative idea and put it into practice. Embraces diverse perspectives to promote or nurture innovation.
What We Offer:
- Excellent growth and advancement opportunities
- Competitive pay based on experience.
Who We Are:
Orchid, a member of the Brown & Brown, Inc. National Programs segment, is a premier leader in program underwriting services and distribution in personal and commercial catastrophe property insurance. For more than two decades we have been the market of choice for brokers and capacity providers alike. Established in 1998, Orchid has recognized a long-term and sustained growth trajectory, and currently places approximately $300 million of annual premium. Headquartered in Vero Beach, Florida with additional offices in Tampa, Orchid designs, markets, underwrites and administers insurance policies on behalf of third-party carriers through an independent network of more than 7,100 experienced agents and brokers.
We are an Equal Opportunity Employer. We take pride in the diversity of our team and seek diversity in our applicants.
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