UA Supervisor, Commercial Lines Underwriting SCE

Purpose of the Job The purpose of this job is to lead, train, and develop a motivated and skilled team of Underwriting Assistants within the Service Center of Excellence. This position ensures accurate and timely policy processing, policy issuance, endorsement processing, account management, and underwriting support activities for Workers' Compensation and Commercial Lines business. The role serves as a technical resource and leader, ensuring operational excellence, customer service, and compliance with underwriting guidelines and regulatory requirements. Responsibilities Ensure consistent procedures are followed, processing and analyses are accurate and thorough, and all deadlines are met. Perform policy processing, policy issuance, endorsement processing, account management, and underwriting support activities accurately and timely. Process new business, renewals, cancellations, reinstatements, and policy changes in accordance with company guidelines. Monitor the quality and quantity of work, track individual team members’ error rates and types of errors to meet accuracy standards. Oversee processing of monetary and non‑monetary endorsements; audit files monthly for accuracy and timeliness. Evaluate workflow processes and recommend changes to increase productivity. Monitor workflow processes to ensure accurate prioritization and completion of Underwriting Assistant workloads across Workers' Compensation and Commercial Lines business. Provide technical coaching regarding policy forms, endorsements, underwriting requirements, and Commercial Lines coverages. Participate in process development and modification. Partner with Operations and Underwriting leadership to implement workflow improvements and support new product initiatives. Create a customer‑focused culture and develop a cohesive team that works well together. Serve as the primary escalation point for agents, brokers, insureds, Underwriters, and internal partners regarding underwriting support and policy processing issues; handle escalated inquiries and resolve complaints. Promote exceptional customer service and strong agency relationships. Connect team members to the greater mission, goals, and results of the Company and the Workers' Compensation and Commercial Lines businesses supported by the Service Center of Excellence. Provide daily direction to the team; communicate mission, values, and organization operating principles. Establish and maintain the overall work cadence; ensure performance and outcomes strive for excellence in delivery and customer experience. Ensure the entire assigned team is engaged and that leadership practices encourage development, recognition, and retention. Oversee performance management and development processes, conduct performance reviews, coaching, and development planning for direct reports. Serve as a mentor and technical resource for complex processing and policy administration issues. Supervisory Responsibilities Interview, hire, train, and develop employees; plan, assign, and direct work. Conduct performance and salary reviews; reward and discipline employees. Address complaints and resolve problems; coach, mentor, and develop team members' technical underwriting support knowledge and skills. Create and monitor development plans; set performance expectations and goals. Forecast staffing needs and plan for peak volumes and absences. Ensure adherence to underwriting support standards and procedures; foster expertise across Workers' Compensation and Commercial Lines operations. Education and Experience High school diploma or GED required. Preferred: Bachelor’s degree in Business Administration, Management, Insurance, or a related field. Minimum 5 years of insurance industry experience, including at least 3 years in underwriting support, underwriting operations, or a related role. Workers' Compensation insurance experience required; Commercial Lines experience preferred. Minimum 1 year of lead, supervisory, or people‑leadership experience preferred. Demonstrated ability to coach, train, and develop team members, coordinate workflow, and support operational goals. Certificates, Licenses, Registrations Associate in Insurance (AINS) preferred. Associate in Underwriting (AU) preferred. Knowledge and Skills Strong knowledge of underwriting support operations, policy administration, policy issuance, endorsement processing, and account management practices. Working knowledge of Commercial Property, General Liability, Commercial Auto, and Workers' Compensation coverages. Ability to interpret underwriting guidelines, identify process improvement opportunities, and manage workflow, quality standards, and service expectations. Strong leadership, coaching, and employee development skills. Demonstrated analytical, organizational, problem‑solving, and communication skills. Proficiency with Microsoft Office applications and insurance administration systems. Physical Requirements Office environment – no specific or unusual physical or environmental demands. Total hours and kinds of work involve sitting, walking, standing, talking, and hearing. Work Environment This position operates in an office environment and requires frequent use of a computer, telephone, copier, and other standard office equipment. Salary Current range for this position is $78,678.61 – $132,686.15. Salary is determined by experience, education, and location. Benefits Medical, dental, and vision plans. 401(k) retirement plan with company match. Bonus potential for all positions. Paid time off and paid holidays throughout the calendar year. Equal Opportunity Employment Statement ICW Group is committed to creating a diverse environment and is proud to be an Equal Opportunity Employer. ICW Group will not discriminate against an applicant or employee on the basis of race, color, religion, national origin, ancestry, sex/gender, age, physical or mental disability, military or veteran status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other characteristic protected by applicable federal, state or local law. #J-18808-Ljbffr ICW INSURANCE COMPANY OF THE WEST