Policy Administration Team Lead

POLICY ADMINISTRATION SPECIALIST – TEAM LEAD The Policy Administration (PA) Team is responsible for supporting the full policy lifecycle by managing coverage updates, endorsements, inspections, and customer service functions. This team member ensures accuracy and compliance with state‑specific guidelines and company standards, while providing excellent customer service to agents and policyholders. As Team Lead, you will be responsible for training, supervising, and tracking staff performance, while continuing to help with PA work. WHAT YOU’LL DO: Team Leadership & Coaching: Supervise, mentor and support a team of Policy Administration Specialists, monitor daily performance, provide real‑time feedback, and conduct regular 1:1 meetings, assist with onboarding and training new team members, act as a point of escalation for complex customer issues, promote professionalism and a positive team culture, and encourage collaboration, lead with a solution‑oriented mindset. Reporting and Continuous Improvement: Track team metrics and report performance trends, provide input on process improvements and help implement best practices, contribute to the development of knowledge base content and customer self‑service tools. Continue to Provide Exceptional Customer Experiences: Support and empower agents and policyholders, research solutions, maintain privacy and security, apply multiple underwriting guides and manuals effectively, make decisions on insurance risks based on completed inspections, handle acceptable risks through our system and prepare necessary documents for those that are not, manage emails and phone calls from agents and policyholders with professionalism. WHAT WE’RE LOOKING FOR: Education: High school diploma or GED required; must be at least 18 years old. Experience: At least one year of employment in personal lines insurance. Prior supervisory experience. Demonstrable experience in training, coaching, and skill‑building. Licensing: Valid Property and Casualty License. Skills: Strong knowledge in technology; excellent attention to detail, multi‑tasking, and customer service skills. Strong communication skills, analytical thinking, and decision‑making abilities. Technical Proficiency: Proficient in Microsoft Office software. Understanding of KPI metric tools. Prior use of insurance databases. Personal Attributes: Professional demeanor and the ability to build positive relationships with team members, policyholders, and agents. Reliable and punctual with excellent attendance. Self‑motivated with a strong desire for continuous learning and growth. PHYSICAL DEMANDS: Regularly required to sit, stand, and walk, including the use of stairs. Ability to communicate with others, lift light objects (≤25 lbs.), and use standard office equipment. Occasionally required to bend, twist, or stoop to open/close cabinets or reach for files. WHAT’S IN IT FOR YOU: Dynamic Environment: Thrive in a fast‑paced, collaborative, and results‑driven office where your contributions make a real impact. Career Growth: Opportunities for professional development and advancement within a supportive company culture. We believe in nurturing talent and providing the tools you need to succeed. Orion180 is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. #J-18808-Ljbffr