Agency Services Supervisor

The Agency Services Supervisor must provide professional support and leadership to the Agency Services Team.  They are responsible for ensuring that their teammates are consistently achieving prescribed service, production, and quality goals. The Agency Services Supervisor must drive the objectives set by the Operations Department and Orchid.  They must constantly review workflows and system capabilities toward developing innovative solutions and efficient processes.  The Agency Services Supervisor is responsible for teammate development and ensures their teammates are properly trained. They will participate in creating and maintaining department training and new hire training. The Agency Services Supervisor will positively represent Orchid with prospective and current customers, all Orchid teammates, and the communities we serve. They must display a high level of emotional intelligence and can appropriately escalate issues and collaborate as needed.  

How You Will Contribute:

• Resolve customer issues and inquiries promptly. 

• Motivate, resolve conflict, coach, and develop teammates.  

• Monitor and assign work based on the volume of 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 KPI’s, metrics, and work assignments. 

• Collaborate with Team Lead(s) and other Operations leaders to optimize workflows and workload, including processing, email, chat, phone, and special assignments as needed. 

• Ensure compliance with state and carrier requirements and documentation standards.  

• Assist Accounting teammates in finding and correcting carrier discrepancies and reconciliations. 

• Partners with other departments and agents to resolve issues and address needs. 

• Support the Compliance team in reviewing documentation and transactions to verify compliance with regulations and respond to complaints or audits. 

• Audit teammate transactions to ensure accuracy of customer and policy files, including phone call and processing quality. 

• Create and revise Process Guides for processing tasks, phone calls, chats, emails, and any other work type performed. Conduct & document regular performance feedback sessions with team members. 

• Coordinate new employee training and the onboarding process. 

Supervisor Responsibilities

• Ensure that new teammates have proper orientation and onboarding. 

• Manage teammate performance and development by providing constructive and regular performance reviews.   

• Handle performance management of teammates in accordance with company policy. 

• Monitor productivity volume, service standards and accuracy for their teammates and the business that they support. 

• Implement process improvements and innovation to continually improve the activities that the team supports. 

• Ensure proper documentation of processes and procedures for all internal functions and services delivered.  

Skills & Experience to Be Successful:

• An accessible and responsive approach with teammates. 

• High School diploma or equivalent.  

• At least 3 plus years of service industry experience.  

• Experience leading or managing others. 

• Exhibits 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. 

Preferred Skills and Abilities: 

• Associates degree or higher. 

• Typing 50+ wpm. 

• General knowledge of standard insurance concepts, underwriting practices, and procedures.  

• Experience using the Salesforce platform.  

• Actively work towards obtaining relevant certifications and licenses (such as FL 2-20 license or the equivalent non-Florida resident state equivalent Property & Casualty license).