Distinguished Programs

Inside Sales

• Conduct outreach to new and existing brokers through phone, email, and virtual meetings to support strategic growth initiatives.
• Build, maintain, and strengthen broker relationships, ensuring smooth onboarding, registration, and ongoing support.
• Serve as primary support to Sales Executives and Business Development Managers, managing broker inquiries and determining appropriate next steps.
• Triage broker submissions to determine whether they require Underwriter attention or can be resolved immediately.
• Identify and promote cross‑selling opportunities in collaboration with internal teams.
• Educate brokers on underwriting preferences, product capabilities, and program guidelines.
• Research and identify prospective brokers nationwide, with a focus on independent agents.
• Provide market insights by collecting competitor information and sharing feedback with internal teams.
• Maintain accurate brokerage and contact data in Salesforce.
• Support brokers with portal access and other technology‑related inquiries.
• Coordinate broker events, industry conferences, and internal team meetings.

Inside Sales Development Representative

Client Services Representative

• Serves as primary service contact to ensure superior customer experience & manage inbound emails and phone calls to resolve inquiries and troubleshoot.
• Provide best in class customer service to internal and external customers, executing follow-through to achieve first contact resolution and improve next call avoidance.
• Maintain a knowledge base of general insurance concepts and terms and understand strategy, territory appetite and key agent partners to achieve growth and profitability goals.
• Assist in recommendations and enhancements to continually improve the customer experience (workflow, systems, knowledge) to increase efficiency and minimize misdirected calls and emails.
• Supports renewal activities; renewal issuance, endorsement/document request, claim reviews, file documentation, handles legal notice requests and inquiries and evaluation of loss control reports.
• Updates work management system statuses throughout the cycle of the policy and monitors work in queue & maintain diligent record keeping of disposition of inbound inquiries.
• Cultivates strong business relationships (internal and external) by proactively communicating and conveying ownership and commitment & building report, credibility, and trust.
• Demonstrates working knowledge of underwriting systems, workflows, procedures, and compliance rules and underwriting guidelines.

Client Services Advocate

Operations

• Develop and Implement SOPs: Lead the design and implementation of standard operating procedures (SOPs) and process guidelines with a strategic lens, identifying opportunities to streamline workflows and embed best practices across teams and functions.
• Collaborate with Stakeholders: Foster strong, trust-based relationships with key internal stakeholders in a virtual setting to deeply understand operational needs and challenges.
• Act as a liaison and advocate for process improvement by leveraging metrics and operational methodologies to ensure alignment across teams, monitor performance, and drive successful adoption of changes.
• Use influence and insight to facilitate collaboration, resolve resistance, and support a culture of continuous improvement.
• HPO Partnership: Drive strategic collaboration with internal and external offshore partners to optimize end-to-end workflows and enhance operational efficiency. Leverage performance metrics and data insights (time, volume, SLA) to identify systemic inefficiencies, prioritize improvement opportunities, and inform decision-making.
• Coordinate training support for BPO partners and quality assurance for internal UW partners for offshore tasks.
• Facilitate Change Management: Support and guide teams through process and workflow changes by proactively managing transitions, communicating updates clearly, and addressing concerns with empathy and insight.
• Analyze and Resolve Operational Issues: Lead efforts to investigate operational inefficiencies by conducting thorough root cause analyses and synthesizing findings into actionable recommendations.
• Foster a Culture of Operational Excellence: Champion a mindset of continuous improvement by encouraging proactive evaluation of processes and promoting scalable, effective workflows using metrics and operational methodologies.

Inside Sales Development Representative

Client Services Advocate

Senior Operations Specialist