Agency Services Supervisor

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 an Agency Services Supervisor to join our growing team in Tampa, Vero Beach, or remotely. The Agency Services Supervisor must provide professional support and leadership to the Agency Services Team. They are responsible for ensuring that their teammates are consistently achieving prescribed service, production, and quality goals. The Agency Services Supervisor must drive the objectives set by the Operations Department and Orchid. They must constantly review workflows and system capabilities toward developing innovative solutions and efficient processes. The Agency Services Supervisor is responsible for teammate development and ensures their teammates are properly trained. They will participate in creating and maintaining department training and new hire training. The Agency Services Supervisor will positively represent Orchid with prospective and current customers, all Orchid teammates, and the communities we serve. They must display a high level of emotional intelligence and can appropriately elevate issues and collaborate as needed.

How You Will Contribute

• Resolve customer issues and inquiries promptly.
• Motivate, resolve conflict, coach, and develop teammates.
• Monitor and assign work based on the volume of phone and processing activity, to optimize staffing.
• Ensure service level standards are met for processing and phone calls.
• Provide weekly and monthly reporting of team KPI’s, metrics, and work assignments.
• Collaborate with Team Lead(s) and other Operations leaders to optimize workflows and workload, including processing, email, chat, phone, and special assignments as needed.
• Ensure compliance with state and carrier requirements and documentation standards.
• Assist Accounting teammates in finding and correcting carrier discrepancies and reconciliations.
• Partners with other departments and agents to resolve issues and address needs.
• Support the Compliance team in reviewing documentation and transactions to verify compliance with regulations and respond to complaints or audits.
• Audit teammate transactions to ensure accuracy of customer and policy files, including phone call and processing quality.
• Create and revise Process Guides for processing tasks, phone calls, chats, emails, and any other work type performed.
• Conduct & document regular performance feedback sessions with team members.
• Coordinate new employee training and the onboarding process.

Supervisor Responsibilities

• Ensure that new teammates have proper orientation and onboarding.
• Manage teammate performance and development by providing constructive and regular performance reviews.
• Handle performance management of teammates in accordance with company policy.
• Monitor productivity volume, service standards and accuracy for their teammates and the business that they support.
• Implement process improvements and innovation to continually improve the activities that the team supports.
• Ensure proper documentation of processes and procedures for all internal functions and services delivered.

Skills & Experience to Be Successful

• An accessible and responsive approach with teammates.
• High School diploma or equivalent.
• At least 3 plus years of service industry experience.
• Experience leading or managing others.
• Exhibits high emotional intelligence through active listening, empathy, and adaptability in dynamic team environments.
• 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.

Preferred Skills and Abilities

• Associates degree or higher.
• Typing 50+ wpm.
• General knowledge of standard insurance concepts, underwriting practices, and procedures.
• Experience using the Salesforce platform.
• Actively work towards obtaining relevant certifications and licenses (such as FL 2-20 license or the equivalent non-Florida resident state equivalent Property & Casualty license).

Teammate 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
• Beyond Benefits: Paid Time Off, Holidays, Preferred Partner Discounts and more.

Not reflective of all benefits. Enrollment waiting periods or eligibility criteria may apply to certain benefits.

As an Equal Opportunity Employer, we are committed to fostering an inclusive environment comprised of people from all backgrounds, with a variety of experiences and perspectives, guided by our Diversity, Inclusion & Belonging (DIB) motto, “The Power to Be Yourself”. We think of ourselves as a team, so we have teammates - not employees. We strive to attract people who are competitive, driven, and disciplined. Built on meritocracy, our unique company culture rewards self-starters and those who are committed to doing what is best for our customers.

Founded in 1939 as a small, two-partner firm, Brown & Brown (NYSE: BRO) and our team of companies have grown into one of the world’s largest insurance brokerages while staying true to our foundation of trust, resilience, and delivering results. With a team that is as connected locally as it is globally, our high-performing, highly collaborative team delivers innovative risk and insurance solutions. We look for individuals who embrace our culture, thrive in a collaborative environment, are driven to grow and succeed, and are committed to always doing what is right. With a unique culture built on integrity, superior capabilities and grit, we value teamwork, trust and courage. We think of ourselves as a team, so we have teammates—not employees, and leaders—not managers. Everything we do is about the greater “WE”—never “me.”While diverse in abilities and experience, we are all connected through our core values, a commitment to our local communities and a shared mission—always doing what is best for our customers.