Underwriting Support Manager - Jacksonville, FL

Job Description

Job Description

Join Our Team

Join our collaborative team where effort and work ethic get noticed. Enjoy a positive, friendly, energetic work environment with accessible leadership, where you will have the opportunity to learn the insurance industry and valuable skills while we invest in your future career with us.

As an Underwriting Support Manager   you will play a key leadership role in supporting our Property Underwriting and Inspections operations. This position is ideal for an experienced insurance professional who enjoys coaching others, solving complex problems, driving operational excellence, and delivering exceptional service to agents, policyholders, and internal business partners.

Position Summary

The Underwriting Support Manager provides leadership and day-to-day oversight of the Processing and Support team, ensuring operational excellence, workflow efficiency, and exceptional service delivery. This role is responsible for hiring, training, coaching, performance management, disciplinary actions, workflow administration, and escalation handling. The Manager assigns and prioritizes work, oversees special projects, identifies and resolves operational challenges, and ensures adherence to company procedures, underwriting guidelines, and applicable state regulations.

The successful candidate will serve as the primary escalation point for complex customer, agent, and operational issues while partnering closely with underwriting leadership, product, executive leadership, and other business units. This position plays a key role in supporting Stillwater's commitment to delivering an exceptional customer and agent experience through accurate, timely, and professional service.

The level of this position (Supervisor or Manager) may be determined based on the candidate's insurance experience, leadership experience, and overall qualifications. This position is based in Jacksonville, Florida.

• Provide day-to-day leadership, coaching, mentoring, and guidance to Processing and Support team members.
• Recruit, hire, onboard, train, and develop team members.
• Conduct performance evaluations and provide ongoing feedback and professional development opportunities.
• Address performance concerns and administer corrective action when appropriate.
• Foster a positive, collaborative, accountable, and customer-focused work environment.
• Promote teamwork and support employee engagement and development initiatives.

• Monitor, review, and manage work queues to ensure time-sensitive tasks are completed accurately and within established service levels.
• Adjust workloads and assignments to meet operational demands and business priorities.
• Identify workflow challenges, backlogs, and process inefficiencies and implement effective solutions.
• Ensure compliance with company procedures, underwriting guidelines, and regulatory requirements.
• Prepare and analyze operational reports, productivity metrics, and team performance data.
• Complete and oversee departmental projects and process improvement initiatives.

• Serve as the primary escalation point for complex, unusual, or exception requests that cannot be resolved by team members.
• Assist agents, insureds, team members, and internal business partners with policy inquiries, coverage questions, endorsements, requests, and underwriting issues.
• Respond professionally and promptly to correspondence, emails, phone calls, and chat communications.
• Apply sound judgment and insurance knowledge when evaluating unusual policy requests or risk situations.
• Ensure exceptional service is consistently delivered to both internal and external customers.

• Partner with underwriting leadership, product management, executive leadership, and other departments to support business objectives.
• Work closely with cross-functional teams to ensure Stillwater's book of business consists of acceptable and eligible risks.
• Support process improvement efforts that enhance efficiency, accuracy, and ease of doing business.
• Remain current on company procedures, underwriting guidelines, industry trends, and applicable state regulations.
• Lead and support special projects as assigned.

• Three or more years of insurance experience.
• Three to five years of supervisory, leadership, or management experience.
• Associate or a Bachelor's degree or equivalent experience.
• Demonstrated ability to work independently, exercise sound judgment, and meet deadlines.
• Exceptional analytical, problem-solving, and decision-making skills.
• Ability to interpret policy forms, underwriting guidelines, state regulations, reports, procedures, and training materials.
• Strong knowledge of insurance operations and customer service best practices.
• Proficiency with Microsoft Office products, including Excel, Word, Outlook, and other business applications.
• Excellent written and verbal communication skills.
• Strong commitment to quality, accuracy, and customer service excellence.

Apply today to begin your journey with Stillwater Insurance Group, where employees are valued, respected, and empowered to succeed.

Employment offers are contingent upon satisfactory results of a background investigation and pre-employment drug screening.

Stillwater Insurance Group is a drug-free workplace and is committed to fostering an engaged and inclusive culture. We promote and ensure equal employment opportunity in all employment decisions without regard to race, color, sex, national origin, religion, age, disability, sexual orientation, gender identity, military status, veteran status, or any other status protected by applicable law.