Service Operations Representative

About the role

Built on meritocracy, our unique company culture rewards self-starters and those who are committed to doing what is best for our customers. Orchid Insurance, an Arrowhead Intermediaries company, is seeking a Service Operations Representative to join our growing team in Tampa or Vero Beach, FL.

Responsibilities

• Answer phones, chats, and emails to solve customer service issues, questions, or concerns.
• Research policy payment history.
• Create and issue new and renewal insurance policies and invoices.
• Obtain and organize documentation required by states and/or carriers.
• Process and issue endorsements and invoices when applicable.
• Process cancellations and invoices when applicable.
• Issue notices of cancelation and non-renewals in accordance with state specific guidelines.
• Solve and/or correct agency request discrepancies or processing errors.
• Evaluate documentation and information to determine compliance with regulations or standards.
• Handle confidential information with tact and discretion.
• Partners with other departments, agents, and carriers to resolve issues and address needs.
• Follow Standard Operating Procedures for all tasks performed and provide feedback to Leads and Supervisor for revisions.
• Reflect a positive attitude toward others.
• Cross train with peers and other departments.

Requirements

• A high school diploma or equivalent.
• 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.
• Ability to demonstrate, understand, and apply department core values: Reliable, Integrity, Supportive, and Efficient.
• Typing 50+ wpm preferred.
• Excellent communication skills, both written and verbal.

Preferred

• A college degree or higher.
• 1+ year of experience in customer service or related field.
• General knowledge of standard insurance concepts, underwriting practices, and procedures.
• Experience using the Salesforce platform.
• 2-20 General Lines Agent license.

Benefits & Total Well-Being

• Health Benefits: Medical/Rx, Dental, Vision, Life Insurance, Disability Insurance.
• Financial Benefits: ESPP; 401k; Student Loan Assistance; Tuition Reimbursement.
• Mental Health & Wellness: Free Mental Health & Enhanced Advocacy Services.
• Additional benefits include Paid Time Off, Holidays, Preferred Partner Discounts, and more.

Pay

This role requires on-site attendance Monday through Friday from 8:00 a.m. to 5:00 p.m. during the initial 90-day training period. Following this, a hybrid schedule (2-3 days per week in-office) may be available.

Schedule

Candidates must also be able to attend monthly in-person team meetings and remain flexible for other scheduled in-person events, meetings, or training sessions as needed.