Service Operations Representative

Brown & Brown Insurance

Service Operations Representative providing stellar customer service for Orchid Insurance. Resolving issues through phone, chat, and email while supporting agents in Texas, New Mexico, and Arizona.

Posted 6/25/2026full-timeArizona, New Mexico, Texas • 🇺🇸 United StatesJuniorWebsite

About the role

Key responsibilities & impact

Answer phones, chats, and emails to solve customer service issues, questions, or concerns.
Research policy payment history.
Create and issue new and renewal insurance policies and invoices.
Obtain and organize documentation required by states and/or carriers.
Process and issue endorsements and invoices when applicable.
Process cancellations and invoices when applicable.
Issue notices of cancelation and non-renewals in accordance with state specific guidelines.
Solve and/or correct agency request discrepancies or processing errors.
Evaluate documentation and information to determine compliance with regulations or standards.
Handle confidential information with tact and discretion.
Partners with other departments, agents, and carriers to resolve issues and address needs.
Follow Standard Operating Procedures for all tasks performed and provide feedback to Leads and Supervisor for revisions.
Reflect a positive attitude toward others.
Cross train with peers and other departments.

Requirements

What you’ll need

High School diploma or equivalent
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
Ability to demonstrate, understand, and apply department core values: Reliable, Integrity, Supportive, and Efficient
Typing 50+ wpm preferred.
Excellent communication skills, both written and verbal.
Associate degree or higher preferred.
1+ year of experience in customer service or related field preferred.
General knowledge of standard insurance concepts, underwriting practices, and procedures preferred.
Experience using the Salesforce platform preferred.
2-20 General Lines Agent license preferred.

Benefits

Comp & perks

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.

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

insurance policiesinvoicingdata processingtyping 50+ wpminsurance underwriting conceptscompliance evaluationcustomer service

Soft Skills

communication skillsteamworkindependencepositive attitudetact and discretionfeedback provision

Certifications

2-20 General Lines Agent license