The Supervisor of Underwriting Support Technician (UST) staff coordinates and supervises assigned UST staff members. The supervisor is responsible for the day-to-day operations of support staff and achieving the assigned unit goals for premium, profit, quality and service for all lines of business associated with new business, renewals, and endorsements for Commercial Package Policies. The supervisor oversees all aspects of processing and issuance within their assigned team of new business, renewals and/or endorsements, as well as special projects. This responsibility includes some limited underwriting authority and assistance to field underwriting as well as research of system issues and forms. This individual will need to match employee knowledge and skills set appropriately with regard to assignments, creating development opportunities, and coaching employees on a regular basis. The Operations Supervisor will participate in talent management processes which include hiring and performance management. They may have frequent contact with the field office staff and agents to gather information and communicate the status of accounts, especially those with unique situations. The supervisor develops and coordinates the training of new and existing staff on products, procedures, and workflow changes.
Products within CPP Operations include but is not limited to: ASP, ASPP, BOP, CONPKG, CONGL, CPP, CPPCA, E&S, LUM, MOTCAR, UMB, UMBR.
Monitors the day-to-day processing of the assigned staff.
Monitors workload of assigned staff and make appropriate adjustments as needed.
Ensures the entry of all transactions completed by the assigned staff are processed within company established service standards.
Ensures all work processed by the assigned staff meet company productivity and quality objectives.
Provides feedback to assigned staff on quality and quantity and other performance issues through formal and informal communication.
Writes annual performance reviews to be reviewed and approved by manager.
Promotes goodwill for the company with each and every agent and customer contact both internal and external.
Monitors unit reports and unit workflow to ensure all tasks are completed and issued in accordance with compliance rules and guidelines.
Participates in quality control reviews of assigned staff, where required.
May assist in compiling and delivery of training material for sessions with new and existing staff on new products, procedures, revisions relating to the UST responsibilities.
Ensures documented procedures and training material are up to date.
Makes policy/account decisions within assigned level of underwriting authority.
Communicates potential problems/issues with manager.
Promotes goodwill for the company with all agents and customers, both internal and external.
Takes a leading role in promoting a team atmosphere within assigned staff and throughout the company.
Supports company guidelines by demonstrating a professional businesslike demeanor while adhering to company guidelines relating to attendance and attire.
Performs other duties as assigned.
Underwriting: Includes all in the Endorsement Triage By-Pass. May also have limited additional authority assigned by Underwriting/Product Managers in a written letter of authority.
Processing Systems: Systems include ANA and CPP Rating; and other company approved systems.
Resource Systems: Oden, Polk, Silverplume, Reference Connect, Pro-Metrix, Lexis Nexis, ISO 360 and any other company authorized resource systems.
Decisions: Must follow established workflow procedures associated with Operations, Underwriting and Compliance. Review and receive permission from Department Manager for exception to any practice. Decisions to be referred include hiring and talent management decisions, employee relations matters; and workflow suggestions/changes.
Must be able to accurately enter information in a windows-based environment.
Knowledgeable of Microsoft Office Applications and ability to learn new software programs.
Must be proficient in Word and Excel.
Demonstrated knowledge of insurance industry Operations with focus on rating and Commercial Lines products and coverages.
Must have strong communication skills; including the ability to establish rapport by telephone. All written communication should include correct grammar, punctuation and focus.
Ability to follow underwriting direction.
Ability to lead and coach others.
Highly organized and possess excellent follow through.
Must be customer-service focused.
High school diploma, or GED equivalent.
Minimum of 3 years Insurance experience.
Prior supervisory experience preferred.
May be required to work long hours, as required.
The job may require travel, but no more than 25%.
Required use of hands and arms to perform repetitive motions.
Underwriting Support Technicians (UST 1, 2, 3, and Unit Lead)