Team Focus Insurance Group

Customer Support

• Receive and manage a high volume of incoming calls, emails, chats, and service tasks related to workers’ compensation policies
• Communicate professionally and effectively with insureds, agents, and underwriting partners
• Process and manage workers’ compensation policies, ensuring accuracy, completeness, and timely delivery
• Maintain thorough and compliant documentation of all servicing activity
• Ensure all servicing activities are completed in accordance with regulatory requirements, carrier guidelines, and internal service standards
• Assist callers with claims-related inquiries by providing adjuster contact information and directing them to available resources

Customer Service – Commercial Lines, P&C

Client Services Representative

• Directs and profitably manages all aspects of underwriting and call center operations to meet established standards.
• Develops and maintains positive, professional and constructive relationships with carrier partners.
• Leads the underwriting and servicing team members in the execution of our business strategy by developing workflows, processes and procedures that align with client and business goals.
• Coaches direct reports through regular feedback to provide effective supervision and handling of team member issues including performance, discipline, separation and completion of 30-60-90 Annual performance evaluations, in a timely manner.
• Carries out a performance enhancement culture by developing team members for wider roles and responsibilities to foster professional growth and development.
• Possesses a clear understanding of multiple carrier underwriting guidelines and maintains an in-depth knowledge of all tools and models used.
• Receives and resolves escalated problems as needed for underwriting and service operations.
• Works with senior leadership and executives to establish unit goals and budgets, with full accountability for variance measurement and execution on a monthly, quarterly and annual basis.
• Partners with Human Resources to hire, train and develop a high-performance service center team.
• Assists the senior management team with the implementation of new program management companies and internal functions.
• Directly supervises more than two (2) employees in the Call Center and underwriting operations.
• Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; and addressing complaints and resolving problems.
• Directs and profitably manages underwriting and call center operations, ensuring alignment with carrier underwriting standards, service-level agreements, and organizational financial objectives.
• Maintains ownership of operational P&L performance, including expense management, productivity optimization, revenue attainment, and margin improvement initiatives.
• Provides underwriting leadership across commercial and personal lines by ensuring accurate risk selection, disciplined decision-making, and adherence to carrier underwriting guidelines and authority levels.
• Develops and enforces underwriting quality control procedures designed to minimize errors, reduce rework, and improve first-pass accuracy.
• Partners with internal and carrier audit teams to ensure transparency, accountability, and continuous improvement in underwriting execution.

Customer Service – Commercial Lines, P&C

Director, Underwriting – Client Services, P&C