Service Operations Representative (Insurance)

Location: Remote - Texas; on-site Monday through Friday from 8:00 a.m. to 5:00 p.m. during the initial 90-day training period, followed by a possible hybrid schedule requiring 2–3 office days per week and monthly in-person team meetings.

Company

Orchid Insurance is an Arrowhead Intermediaries company operating within Brown & Brown.

What you will do

• Answer phone, chat, and email inquiries from agents and resolve customer service issues.
• Research payment histories and maintain accurate policy records.
• Create and issue new and renewal insurance policies, invoices, endorsements, cancellations, and non-renewal notices.
• Obtain, organize, and evaluate documentation required by states and carriers.
• Identify and correct agency request discrepancies and processing errors.
• Coordinate with agents, carriers, and internal departments while following standard operating procedures.

Requirements

• High school diploma or equivalent.
• Ability to learn multiple computer systems and insurance underwriting concepts.
• Proficiency with Microsoft Office, including Excel, Word, and Outlook.
• Excellent written and verbal communication skills.
• Ability to work independently and collaboratively, handle confidential information, and follow operational procedures.
• Ability to attend on-site training, recurring in-office work, monthly in-person meetings, and other required in-person events.

Nice to have

• Associate degree or higher.
• At least one year of customer service or related experience.
• Knowledge of insurance concepts, underwriting practices, and procedures.
• Experience with Salesforce.
• 2-20 General Lines Agent license.
• Typing speed of 50 or more words per minute.

Culture & Benefits

• Operations values emphasize reliability, integrity, supportiveness, and efficiency.
• 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.