Agency Services Supervisor (Insurance)

Location: Vero Beach or Tampa, Florida, USA, or remotely within the United States

Company

Brown & Brown's Orchid Insurance provides insurance-related agency services and operational support.

What you will do

• Lead and support the Agency Services Team, including coaching, conflict resolution, performance feedback, and teammate development.
• Monitor phone and processing volumes, assign work, and optimize staffing, workflows, service levels, and productivity.
• Resolve customer, agent, carrier, accounting, and cross-department issues and inquiries.
• Prepare weekly and monthly reports covering team KPIs, metrics, work assignments, service standards, and accuracy.
• Audit customer and policy transactions, phone calls, and processing quality while ensuring compliance with state, carrier, and documentation requirements.
• Create and maintain process guides, coordinate onboarding and training, and implement process improvements.

Requirements

• High school diploma or equivalent.
• At least 3 years of service industry experience and experience leading or managing others.
• Strong emotional intelligence, active listening, empathy, adaptability, and responsiveness.
• Ability to learn multiple computer systems and insurance underwriting concepts.
• Proficiency with Microsoft Office, including Excel, Word, and Outlook.
• Ability to work independently and collaboratively, with knowledge of data processing capabilities and procedures.

Nice to have

• Associate degree or higher.
• Typing speed of 50 or more words per minute.
• Knowledge of insurance concepts, underwriting practices, and procedures.
• Experience with Salesforce.
• Progress toward relevant certifications or licenses, such as the Florida 2-20 license or an equivalent non-Florida Property & Casualty license.

Culture & Benefits

• Merit-based culture focused on customer service and personal accountability.
• Medical, prescription, dental, vision, life, and disability insurance.
• Employee stock purchase plan, 401(k), student loan assistance, and tuition reimbursement.
• Mental health and enhanced advocacy services.
• Paid time off, holidays, and preferred partner discounts.