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Agency Services Supervisor
Brown & Brown Insurance. Provide professional support and leadership to the Agency Services Team .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership and team management skills, ensuring compliance with service standards and effective performance management. Proficient in process improvement and innovative solutions within the service industry, with a focus on customer satisfaction and operational efficiency.
Highest-signal resume keywords
Team LeadershipPerformance ManagementProcess ImprovementCustomer ServiceRegulatory Compliance
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Data ProcessingInsurance Underwriting ConceptsMicrosoft Office PackageSalesforce PlatformTyping 50+ WPM
Soft Skills
Emotional IntelligenceActive ListeningEmpathyAdaptabilityConflict Resolution
Certifications & Qualifications
FL 2-20 LicenseProperty & Casualty License
Industry Keywords
Service IndustryQuality GoalsKPI ReportingCompliance StandardsPerformance Feedback
About the role
Key responsibilities & impact- Provide professional support and leadership to the Agency Services Team
- Ensure teammates achieve prescribed service, production, and quality goals
- Drive objectives set by the Operations Department and Orchid
- Review workflows and system capabilities to develop innovative solutions and efficient processes
- Resolve customer issues and inquiries promptly
- Motivate, resolve conflict, coach, and develop teammates
- Monitor and assign work based on phone and processing activity to optimize staffing
- Ensure service level standards are met for processing and phone calls
- Provide weekly and monthly reporting of team KPIs, metrics, and work assignments
- Collaborate with Team Leads and Operations leaders to optimize workflows and workload across processing, email, chat, phone, and special assignments
- Ensure compliance with state and carrier requirements and documentation standards
- Assist Accounting teammates with carrier discrepancies and reconciliations
- Partner with departments and agents to resolve issues and address needs
- Support Compliance in reviewing documentation and transactions for regulatory compliance, complaints, and audits
- Audit teammate transactions for customer and policy file accuracy, including phone call and processing quality
- Create and revise process guides
- Conduct and document regular performance feedback sessions
- Coordinate new employee training and onboarding
- Ensure proper orientation and onboarding for new teammates
- Manage teammate performance and development through regular performance reviews
- Handle performance management in accordance with company policy
- Monitor productivity, service standards, and accuracy
- Implement process improvements and innovation
- Ensure documentation of processes and procedures for internal functions and services
Requirements
What you’ll need- High School diploma or equivalent
- At least 3 plus years of service industry experience
- Experience leading or managing others
- High emotional intelligence through active listening, empathy, and adaptability in dynamic team environments
- 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
- Associates degree or higher preferred
- Typing 50+ wpm preferred
- General knowledge of standard insurance concepts, underwriting practices, and procedures preferred
- Experience using the Salesforce platform preferred
- Actively work towards obtaining relevant certifications and licenses, such as FL 2-20 license or equivalent non-Florida resident state equivalent Property & Casualty license
Benefits
Comp & perks- Health Benefits: Medical/Rx, Dental, Vision, Life Insurance, Disability Insurance
- Financial Benefits: ESPP; 401k; Student Loan Assistance; Tuition Reimbursement
- Mental Health & Wellness: Free Mental Health & Enhanced Advocacy Services
- Paid Time Off
- Holidays
- Preferred Partner Discounts