West Bend Insurance Company

Customer Support

• Handle calls in the Commercial Lines Customer Care Center
• Answer questions, provide information, and advise callers about commercial lines coverages and products
• Assist with bill payments, new claim entry, and policy change requests
• Underwrite policyholder changes within the West Bend letter of authority
• Provide a superior level of service to all customers
• Document all activities in the management system
• Generate certificates of insurance and issue Instant Issue Bonds upon request
• Provide support in other phone queues based on volume and departmental needs
• Perform other duties as assigned by management

Customer Care Representative – Commercial Lines

Recruitment

• Setting a clear, practical talent acquisition strategy aligned to West Bend’s business priorities
• Leading and developing a team of talent acquisition specialists - setting expectations, removing obstacles, and raising the bar on quality
• Bringing consistency and rigor to how we intake roles, source talent, facilitate interviews, and close offers
• Partnering with leaders to think differently about talent and hiring decisions
• Using data and insight to spot issues, improve outcomes, and tell a clear story about what’s working and what’s not
• Ensuring our talent acquisition tools, vendors, and processes enable better work
• Elevating our employment brand in real, tangible ways through partnerships, events, early-career programs, and community presence
• Ensuring our talent acquisition practices are fair, compliant, and aligned with our values
• Playing a key role in continuous improvement - testing ideas, refining processes, and partnering with the Talent COE where shared solutions make sense.

Talent Acquisition Manager

Vice President

• The Vice President (VP) – Personal Lines provides strategic and operational leadership for the Personal Lines (PL) division, with full accountability for growth, profitability, and overall portfolio performance.
• This role sets the strategic direction and delivers profitable growth across auto, homeowners, umbrella, and other personal lines through disciplined underwriting, market-responsive products and pricing, strong distribution partnerships, and operational excellence.
• Leads a cross-functional team spanning underwriting, product, pricing/actuarial partnerships, filing/compliance, operations, and analytics to achieve profitability, retention, new business and growth goals while advancing customer experience and digital capabilities.
• Define and execute a multi‑year PL strategy that balances growth, profitability, and volatility management; own the PL operating plan, including premium, loss ratio, expense ratio, and combined ratio targets.
• Establish risk selection, appetite guides, authority levels, audit cadence, and referral frameworks; strengthen line‑of‑business portfolio management and accumulation controls.
• Lead product roadmaps, coverage forms, pricing segmentation, customer segmentation, and rate/relativity strategies; partner closely with Actuarial for indications and with Compliance on state filings; understand and integrate consumer economic factors around longevity and elasticity (lifetime value) into product strategy.
• Deepen relationships with key independent agents; set compensation, incentives, and ease‑of‑doing‑business standards; drive geographic expansion and appointment strategy.
• Optimize new business, renewal, and endorsement workflows; reduce cycle times and rework; champion straight‑through processing and enhance customer service capabilities through expansion of digital, self‑service, and AI-enabled tools.
• Build, lead, and develop a high-performing leadership bench; attract, retain and mentor underwriting and product talent.

VP – Personal Lines

IT Support

• Provide leadership and oversight for audits across IT, financial, and operational areas, ensuring high-quality execution and meaningful, actionable results
• Support the internal audit charter, mission, vision, and multi-year strategy
• Develop and manage risk-based audit plans and resource schedules
• Supervise, coach, and mentor audit staff
• Oversee audit planning, fieldwork, reporting, and timely completion
• Ensure appropriate ERM and MAR coverage while collaborating with other assurance functions
• Produce well-supported audit findings with root-cause analysis
• Partner with business leaders to address risk and compliance issues effectively
• Track and validate management’s remediation efforts
• Prepare and present reports to senior leadership and the audit committee
• Monitor emerging risks, regulatory changes, and industry trends
• Drive continuous improvement through innovative audit techniques and technology

Internal Audit Manager

Manager

• Manage a team of indemnity professionals handling Worker’s Compensation claims in multiple jurisdictions.
• Oversee the investigation, handling, and settlement of all claims assigned to the team.
• Provide advice and direction to claim representatives.
• Responsible for the selection, training, development, and performance of personnel as well as performance reviews, salary adjustments, and promotions.
• Analyze data and reports to understand opportunities and share team results.
• Demonstrate core company values.
• Support the philosophies of Claims Leadership.
• Consistently exhibit a high level of customer service and adherence to department audit guidelines.
• Participate and/or lead projects and initiatives as needed.
• Recognize opportunities for efficiency and improvement.

Claims Manager – Workers Compensation

Sales

• Develop and execute strategic plans to maximize business opportunities through independent insurance agencies within the assigned territory.
• Support, measure, and monitor internal and external sales efforts including short-term promotions, social media opportunities, rollovers, co-op, etc.
• Create specific goals for each agency that support and stimulate corporate profit and growth objectives.
• Analyze market trends, policy changes, competitor activities, and regulatory changes to identify growth prospects and best practices.
• Conduct agency performance evaluations and monitors Partners in Excellence program.
• Generate new business by prospecting and appointing new agencies and building successful partnerships with them.
• Work closely with the sales team to meet or exceed sales targets within the territory.
• Provide product and service information to agents, address inquiries and concerns.
• Cultivate and maintain strong relationships with agents, underwriters, and other stakeholders in the territory.
• Act as a primary point of contact for agents, ensuring excellent customer satisfaction and addressing agent needs.
• Collaborate with underwriting teams.
• Provide insights and feedback from the territory to support underwriting decisions.
• Track critical agency issues to identify training needs or gaps in service.
• Monitor and analyze territory performance.
• Prepare regular reports on key metrics and market trends.
• Provide feedback to Sales and UW leadership teams on opportunities for improvement and areas of success.
• Conduct training sessions for agencies on new products, services, and industry updates.

Senior Regional Sales Manager

Product Specialist

• Monitor, evaluate and report on assigned line of business for profitability.
• Conduct market research and competitor analysis.
• Develop and introduce new or enhanced insurance products for assigned lines of business.
• Collaborate with other areas on proposed bureau changes and annual rate review.
• Research and develop new forms, proposed form changes and draft manuscript endorsements when required.
• Provide support and technical training to underwriters and manager/supervisors for new and existing products or forms.
• Maintain agents’ manuals and internal commercial enterprise reference manuals.
• Provide underwriting requirements for development of online based rating and application submission systems.
• Assist with reinsurance questions and implementation of changes due to revisions in reinsurance contracts.
• Collaborate with other areas in the assessment of training needs at a team level and research and prepare technical articles and training materials.
• Work with a greater degree of independence and assist or lead in other departmental projects.

• Manage a team of Auto Physical Damage supervisors and appraisers responsible for completing damage assessments and vehicle valuations for private passenger, commercial, and inland marine exposures.
• Manage Auto Physical Damage vendor relationships and vendor performance.
• Champion technology and innovation to improve estimating accuracy, operational efficiency, and customer experience.
• Oversee Auto Physical Damage CAT planning, response, and execution.
• Analyze data and reports to identify opportunities, drive continuous improvement, and share team results.
• Ensure Auto Physical Damage claims are handled accurately, in compliance with industry standards, and with a strong focus on customer service.
• Provide expert guidance, advice, and direction to the team while fostering a collaborative, performance-driven environment.

Auto Physical Damage Claims Manager

• Analyze complex business problems to identify trends and craft a clear, compelling product vision that aligns with the broader business strategy
• Communicate this vision and the associated roadmap across all levels of the organization to ensure alignment
• Lead the development and adoption of the product roadmap, ensuring it supports the business strategy and guides organization-wide and quarterly planning processes
• Partner with stakeholders and stay up to date on research to ensure that product development is aligned with industry trends and market needs
• Use customer research to understand customer needs and behaviors to develop actionable capabilities/features
• Develop customer journeys, wireframes, prototypes, and process maps with a focus on usability, accessibility, and delivering customer value
• Build strong relationships with stakeholders and effectively collaborate across teams to realize high-quality product outcomes
• Drive the execution of the product roadmap within the division, ensuring that the team meets delivery goals while balancing speed with quality
• Capture and document risks and assumptions, developing mitigation plans to ensure smooth product delivery
• Act as a mentor and subject matter expert for the product delivery team.

Product Owner – Customer Experience

Call Center Representative

• Handling calls from agents requesting policy changes
• Routing calls throughout the organization
• Entering new first report of claims
• Providing clear, friendly, and jargon-free support
• Processing tasks in work queue to meet service level goals
• Assisting with other projects as needed

Product Manager

• Analyze complex business problems to identify trends and craft a clear, compelling product vision that aligns with the broader business strategy.
• Communicate this vision and the associated roadmap across all levels of the organization to ensure alignment.
• Lead the development and adoption of the product roadmap, ensuring it supports the business strategy and guides organization-wide and quarterly planning processes.
• Partner with stakeholders and stay up to date on research to ensure that product development is aligned with industry trends and market needs, leveraging your understanding of the industry to act as an informed expert within the division.
• Give tactical subject matter expertise to guide product decisions, ensuring alignment with both customer expectations and business outcomes.
• Responsible for using customer research to understand customer needs and behaviors to develop actionable capabilities/features that will meet their needs.
• Develop customer journeys, wireframes, prototypes, and process maps with a focus on usability, accessibility, and delivering customer value in collaboration with customer experience team.
• Build strong relationships with stakeholders and effectively collaborate across teams to realize high-quality product outcomes.
• Champion team culture and innovation, ensuring that all stakeholders are aligned and engaged.
• Use data insights to drive decision-making at every stage of product development, ensuring alignment to business objectives and customer needs.
• Drive the execution of the product roadmap within the division, ensuring that the team meets delivery goals while balancing speed with quality.

Product Owner

Business Operations

• Develop and coordinate procedures, systems, business rules, and forms to enhance efficiency and standardization
• Independently coordinate and communicate system and process changes
• Investigate and resolve intermediate system and process-related issues
• Support system and process transformation, including testing and documentation
• Review organizational functions to eliminate duplication and overlap
• Maintain user documentation, websites, and reports
• Participate in process improvement initiatives and other transformation initiatives as needed
• Train users on new procedures and technologies