Insurance Operations Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Take charge of usage and adoption results for a portfolio comprising agency and brokerage clients.

• Understand each client's workflows pertaining to submissions, certificates, endorsements, renewals, servicing workflows, and internal transitions.

• Detect instances of stalled adoption and analyze the root causes.

• Create interventions such as retraining, redesigning workflows, developing champions, and enhancing internal communication.

• Conduct training sessions for both small service teams and large-scale brokerage implementations.

• Develop quick-reference guides, onboarding checklists, role-specific training paths, and adoption playbooks.

• Transform successful client strategies into repeatable resources.

• Replicate, document, and manage technical issues before escalation, ensuring they are followed through to resolution.

• Collaborate with the CSM on onboarding processes, business reviews, renewals, and discussions regarding expansion.

• Maintain up-to-date and precise account records, meeting notes, and follow-ups.

⛳️ Requirements

• Minimum of 3 years of experience in an insurance agency, brokerage, or carrier setting, focusing on account management, client service, operations, underwriting support, claims, or related roles.

• In-depth understanding of agency operations, including submissions, certificates, endorsements, renewals, and associated systems.

• Familiarity with AMS360, Applied Epic, HawkSoft, Nexsure, or equivalent agency management systems.

• Proven ability to influence change in work processes through tool adoption, process rollouts, or workflow redesign.

• Excellent written and verbal communication skills, with the ability to engage effectively with senior stakeholders.

• Strong judgment and comfort in navigating ambiguity.

• Proactive attitude with a readiness to identify issues before clients seek assistance.

• Possession of a P&C license and/or CISR, CIC, CPCU, or similar designation is advantageous.

• Experience in training, teaching, or facilitating enablement is a plus.

• Familiarity with employee benefits in addition to commercial lines is preferred.

• Experience in dynamic startup or rapidly changing environments is a bonus.

🏝️ Benefits

• Clear pathway for advancement into a Client Success Manager position.

• Chance to contribute to the development of the adoption, training, and enablement framework for a growing client success organization.

• Significant ownership and visibility over client outcomes and internal operations.

• Close collaboration with experienced client-facing colleagues, along with cross-functional exposure throughout the company.

• Opportunity to leverage extensive insurance knowledge within a modern, AI-first platform tailored specifically for the industry.