Commercial Lines Support

About the role

The Commercial Lines Support Representative provides direct administrative and operational support to the affinity program team, reporting to the Program Director. This detail-oriented, execution-focused role keeps program documents organized, agency systems updated, schedules running, and routine workflows moving. The role works closely with the Program Director, Account Managers, Client Service Associates, and producers to ensure the team has what it needs to serve program members well.

Responsibilities

• Prepares, formats, and proofreads documents, reports, correspondence, presentations, and member-facing materials (including welcome packets and renewal notices) on behalf of the program team.
• Handles incoming communications — routing inquiries, taking messages, and drafting responses.
• Enters and maintains accurate records in the agency management system (Applied Epic or similar); maintains organized electronic filing for program records, policy documents, and client files.
• Pulls standard reports and compiles information from agency systems to support internal program reviews and team preparation.
• Assists with certificate of insurance (COI) tracking — maintaining logs of certificate holders, expirations, and pending requests.
• Supports the Account Management team with routine processing tasks: application routing, DocuSign workflows, and flagging outstanding items for follow-up.

Core Competencies

• Ability to Analyze and Solve Problems: Skill in recognizing challenges, exploring options, and implementing effective solutions in a timely manner.
• Attention to Detail: A strong focus on completing tasks and projects accurately and thoroughly.
• Communication Skills: Capable of expressing ideas clearly in both verbal and written forms and engaging with various audiences.
• Timely Task Completion: Ability to finish tasks and projects efficiently, managing resources and priorities effectively.
• Team Collaboration: Willingness to work together with others, promoting teamwork and supporting shared goals.
• Client Focus: Dedication to understanding and addressing the needs of clients and stakeholders to ensure their satisfaction.
• Dependability: Acknowledgment of the importance of being present and punctual.
• Creative Thinking: Openness to suggesting new ideas and methods to improve processes and outcomes.
• Organizational Skills: Capability to prioritize tasks and manage multiple projects simultaneously.
• Adaptability: Willingness to adjust to changing situations and priorities, showing resilience in a dynamic work environment.

Requirements

• High school diploma or equivalent required; Associate’s or Bachelor’s degree preferred.
• 1+ years of administrative, operations, or technical support experience required; insurance industry experience a plus.
• Experience with DocuSign or similar e-signature platforms (preferred).
• Willingness to obtain a P&C license preferred.

Skills

• Proficient with Microsoft Excel, Word, PowerPoint, and Outlook.
• Applied Epic experience preferred; knowledge of a similar Account Management System (AMS) acceptable.
• Familiarity with DocuSign or similar e-signature tools preferred.

Physical Requirements

• Ability to lift 25 pounds.
• Repeated use of sight to read documents and computer screens.
• Repeated use of hearing and speech to communicate on telephone and in person.
• Repetitive hand movements, such as keyboarding, writing, 10-key.
• Walking, bending, sitting, reaching, and stretching in all directions.

Benefits

• Medical, dental, vision, and prescription drug coverage.
• 401K and equity incentive plan.
• Multiple supplemental benefits for physical, emotional, and financial wellbeing.
• Employee Wellness Program.
• Company-paid holidays, plus PTO.