Commercial Insurance Operations Specialist

Role Description

As the Commercial Insurance Operations Support & Training Lead, you will play a key support role within our Commercial Lines organization, helping ensure Account Managers and service teams have the training, tools, process knowledge, and day-to-day guidance needed to deliver excellent client service.

Your mission will be to help bring clarity, confidence, and consistency to the Commercial Account Management team. You will be a hands-on resource for new and existing Account Managers, assisting with:

• Onboarding
• Refresher training
• Workflow questions
• Documentation standards
• Renewal process support
• Agency bill billing issues
• Escalated client service matters

Qualifications

• Active Property & Casualty Insurance License required.
• 5+ years of commercial insurance account management, service, or operations experience.
• Strong understanding of Commercial Lines workflows, renewal processes, client service expectations, certificates, endorsements, billing, carrier communication, and documentation standards.
• Experience supporting, mentoring, or training Commercial Account Managers or service team members.
• Comfort handling client escalations, service issues, billing questions, and complex account management scenarios.
• Experience with Applied Epic strongly preferred.
• Strong organizational skills with the ability to manage multiple priorities, follow up on open items, and keep issues moving toward resolution.
• Clear, professional communication style with the ability to explain processes, coach team members, and collaborate with leadership.
• Strong attention to detail, especially related to documentation, billing, workflow consistency, and client service follow-through.
• Proficiency in Microsoft Outlook, Excel, Word, and PowerPoint.
• A supportive, solutions-oriented mindset with a desire to help others succeed.
• Willingness to travel occasionally for meetings, training sessions, or business needs.

Requirements

• Support the onboarding and training of new Commercial Account Managers, including system navigation, workflows, documentation expectations, renewal processes, and client service standards.
• Develop and deliver refresher training for existing Account Managers on key topics such as Applied Epic workflows, renewal timelines, policy checking, certificates, endorsements, billing procedures, documentation standards, and agency procedures.
• Serve as a day-to-day resource for Commercial Account Managers who need guidance on complex service questions, workflow issues, client requests, or internal processes.
• Assist with client escalations, helping research issues, coordinate responses, communicate with internal stakeholders, and support resolution in a professional and timely manner.
• Provide support on agency bill billing issues, including troubleshooting discrepancies, working with accounting or service teams, helping clarify billing procedures, and ensuring issues are followed through to resolution.
• Partner with the National Service Director of Commercial Lines to identify recurring service issues, training gaps, workflow inconsistencies, or process improvement opportunities.
• Help maintain and update training materials, workflow guides, checklists, templates, and standard operating procedures for the Commercial Lines team.
• Reinforce best practices around client communication, responsiveness, documentation, renewal execution, and internal handoffs.
• Support Account Managers with Applied Epic questions, documentation standards, activity tracking, policy workflows, and service-related procedures.
• Assist with quality reviews or spot checks to help ensure files are properly documented and workflows are being followed consistently.
• Help coordinate team meetings, training sessions, process rollouts, and communication around operational updates.
• Act as a supportive liaison between Commercial Account Management, Small Business, Service, Retention, Accounting, and leadership when service or billing issues require cross-functional coordination.
• Foster a positive, collaborative, and learning-focused culture by encouraging consistency, accountability, and continuous improvement.

Benefits

• Medical, dental, and vision coverage
• Supplemental benefits
• Competitive compensation
• Paid time off, accruing immediately
• 401(k) with up to 4% company match
• Paid holidays