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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading service teams within the commercial insurance sector, with a strong focus on compliance, automation, and effective use of AI tools. Proven ability to manage carrier relationships and translate manual processes into efficient automated solutions.
Highest-signal resume keywords
Commercial Lines Service ExperienceWorkers' Compensation ExpertiseAI And Automation FluencyCoaching-First Leadership StyleActive Property & Casualty Producer License
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Service-Level Performance ManagementEscalation Path DevelopmentCompliance DocumentationPerformance Metrics ReportingAutomated Process ImplementationCarrier Relationship ManagementBroker-Of-Record HandlingCoverage Dispute ResolutionSLA NegotiationTeam Leadership
Soft Skills
CoachingTeam BuildingEffective CommunicationProblem SolvingCross-Functional Collaboration
Tools & Technologies
Carrier PortalsAI ToolsAutomation SoftwarePerformance Tracking Systems
Certifications & Qualifications
Active Property & Casualty Producer LicenseCICCPCUCISRAAI
Industry Keywords
Commercial InsuranceIndependent AgencyBrokerageCarrierWorkers' CompensationPay-As-You-Go Workers' CompensationMulti-State LicensingNonresident Licensing
About the role
Key responsibilities & impact- Hire, onboard, and lead a small team of licensed account managers
- Set service standards, escalation paths, and quality expectations
- Own service-level performance for the commercial insurance book and report metrics to Financial Services leadership
- Handle complex escalations, including broker-of-record situations, coverage disputes, and carrier issues
- Own carrier servicing relationships, including appointment paperwork, escalation channels, and SLA negotiation
- Represent servicing in cross-functional planning with product and engineering
- Translate recurring manual work into product requirements
- Partner with product and engineering on automation such as certificate generation, endorsement submission, and intake triage
- Promote effective use of AI tools in daily service work
- Own compliance documentation, continuing education tracking, and record retention for licensed communications
- Coach team members through regular 1:1s and performance conversations
- Build a hiring plan aligned with business growth
Requirements
What you’ll need- 5+ years of commercial lines service experience at an independent agency, brokerage, or carrier
- 1–2+ years leading or supervising a service team
- Workers' Compensation depth, including class codes, experience modifiers, and premium audits
- Experience with pay-as-you-go Workers' Compensation is a strong plus
- Experience working in carrier portals such as Hartford and AmTrust
- Experience partnering directly with carrier relationship managers
- AI and automation fluency, including using AI tools in real service work
- Track record of turning manual processes into automated ones
- Ability to carry supervisory responsibility for licensed staff and maintain compliance discipline
- Coaching-first leadership style
- Active Property & Casualty producer license; Colorado resident preferred, or obtainable within 90 days with Gusto's support
- Willingness to obtain nonresident licenses across Gusto's operating footprint
- Preferred: experience building or scaling a service function from scratch
- Preferred: industry designations such as CIC, CPCU, CISR, or AAI
- Preferred: multi-state or nonresident licensing already in place
Benefits
Comp & perks- Competitive base pay
- Benefits
- Equity (RSUs)
- AI tools and fluency development as part of work
- Gusto support obtaining the Colorado resident Property & Casualty producer license within 90 days
- Reasonable accommodations for qualified individuals with disabilities and disabled veterans