West Bend Insurance Company

Recruitment

• Lead full-cycle recruitment for all roles across the organization, including complex, high-profile and hard-to-fill positions.
• Work with leaders to translate workforce needs into effective recruiting strategies, leveraging labor market data and competitive intelligence to guide decision making.
• Collaborate with leaders to define ideal candidate profiles and develop creative proactive sourcing strategies leveraging technology, networks, and external partnerships.
• Serve as the team’s expert resource on pre-employment assessments, managing day-to-day usage, supporting recruiters and leaders in effective application, and maintaining the vendor relationship in partnership with the TA Manager and Talent COE leader.
• Track and report recruiting metrics using data and analytics to make informed decisions, track pipeline availability and improve hiring outcomes.
• Support employer branding efforts through candidate communications, events, and partnerships.
• Collaborate with the TA Manager to implement process improvements and recruitment tools.
• Maintain compliance with all relevant laws, policies, and standards.
• Review and assess applicants' education, experience, training, and qualifications.
• Test, score, and gather feedback from interviewers; communicate job duties, responsibilities, schedules, compensation, benefits, and advancement opportunities to candidates.
• Prepare and extend job offers, notify candidates of rejections, and handle complex recruitment issues.
• Provide coaching and mentoring to TA team members.

Senior Corporate Recruiter

Customer Support

• Manage personnel actions such as selection, hiring, training, salary and bonus adjustments, performance appraisals, and promotions.
• Plan and monitor service workflows of assigned area(s).
• Ensure processes and procedures mitigate E&O exposure and ensure staff operate within their underwriting authority.
• Plan and monitor workload and staffing levels to meet service-level agreements and sales goals.
• Monitor Customer Care retention, book value, and growth.
• Audit Customer Care interactions and complete file reviews to ensure quality customer service.
• Provide coaching to staff to achieve sales and quality assurance goals.
• Handle escalated issues.
• Maintain strong relationships with third-party vendors and agency partners to ensure quality service.
• Handle complaints and monitor customer feedback.
• Perform marketing activities for Customer Care in conjunction with regional sales managers.
• Conduct agency meetings and manage new agency enrollments.
• Monitor agency sales goals that impact Customer Care revenue.
• Support companywide initiatives and change management for current and future products and services.

Customer Care Supervisor – Commercial Lines

Infrastructure Engineer

• Maintain and optimize the organization’s IT infrastructure across both cloud and on-premises environments.
• Manage cloud services, automation tools, virtualized infrastructure, and network services.
• Design, implement, install, maintain, and administer infrastructures including hardware, software, and various configurations.
• Support and maintain critical hybrid cloud infrastructure components to ensure optimal performance and reliability.
• Troubleshoot and resolve service interruptions in hybrid cloud environments, ensuring quick and effective recovery.
• Conduct root cause analysis for system failures, apply corrective actions, and ensure long-term infrastructure resilience.
• Develop and maintain disaster recovery and business continuity plans, focusing on hybrid cloud architectures.
• Identify and mitigate potential security vulnerabilities within hybrid cloud environments.

Claims Specialist

• Investigate and resolve claims within assigned authority
• Determine coverage and liability
• Negotiate settlements with insureds, claimants, and attorneys
• Maintain accurate documentation and reserving
• Communicate promptly and professionally with all stakeholders
• Collaborate with internal teams and external partners
• Adhere to audit and compliance standards
• Participate in training and team initiatives

Senior Claims Representative

General Counsel

• Provide expert legal counsel on complex coverage matters, guiding claims and underwriting teams with clear, practical advice.
• Conduct legal research, support policy form development, and help shape innovative coverage solutions.
• Serve as a trusted advisor, mentor, and representative of West Bend in both professional and community settings.
• Advise claims professionals on complex coverage questions, policy interpretation, negotiation strategies, and case evaluations.
• Conduct legal research and keep our teams informed about the latest developments in coverage-related case law.
• Support policy form drafting and updates by partnering with teams across the company—translating legal concepts into clear, practical guidance.
• Help shape product strategies and innovate coverage solutions for emerging risks.
• Mentor others, share knowledge, and lead special projects that move the business forward.
• Represent West Bend proudly in community and professional settings.

Senior Coverage Counsel

Compliance

• Lead the coordination and implementation of regulatory and bureau changes
• Ensure compliance while supporting complex rate, rule, and form updates
• Maintain filing accuracy across designated lines of business
• Serve as a key liaison between regulatory organizations and internal teams
• Complete rate/rule & form filings with state insurance departments
• Monitor, coordinate, implement and communicate Rate Service Organization revisions
• Input, reformat, maintain, produce and revise current forms as needed

Product Compliance Specialist

Underwriter

• Provide day‑to‑day supervisory leadership for an assigned team of Underwriters, with accountability for underwriting quality, consistency, and productivity.
• Support Underwriting associates through coaching, file reviews, referral guidance, and ongoing performance feedback to ensure adherence to underwriting guidelines and operational expectations.
• Execute underwriting initiatives, process changes, and workflow updates as directed by leadership; monitor adoption, effectiveness, and results.
• Review underwriting and operational performance data to identify trends, risks, and development opportunities; communicate insights and recommendations to leadership.
• Support learning and development of new Underwriting associates to ensure successful integration and skill development.
• Foster and participate in special projects and continuous improvement efforts aimed at enhancing underwriting processes, efficiency, and outcomes.
• Serve as an escalation point for underwriting questions and complex referrals, providing guidance consistent with established authority and guidelines.

Commercial Underwriting Supervisor

• Manage moderate to complex commercial claims involving bodily injury and property damage
• Independently investigating, evaluating, negotiating, and resolving third-party General Liability claims
• Assess liability and coverage, negotiate resolutions, and develop strategies that balance fairness, efficiency, and business outcomes
• Play a role in helping elevate file quality and mentor others by sharing expertise

Senior Claims Representative – Bodily Injury

• Interpret and apply underwriting guidelines and procedures to support service level standards.
• Review and clear accounts for new customers and process policy change requests that do not require underwriting decisions.
• Collaborate with internal teams to ensure timely and accurate policy service.
• Maintain a strong customer service orientation in all tasks and communications.
• Adapt to and support ongoing changes in technology, systems, and workflows.

Underwriting Technician

Underwriting Technician IV

Manager

• Leads and manages the work of one or more agile IT teams across a portfolio of initiatives and solutions.
• Recruits and builds highly effective teams.
• Sets clear expectations, monitors progress and provides feedback to team members.
• Demonstrates accountability, the drive to deliver consistent results, and the ability to make data-driven decisions.
• Establishes team objectives, tracks and reports progress using key performance indicators (KPIs).
• Promotes continuous improvement, while ensuring team processes conform to departmental policies, standards and best practices.
• Actively demonstrates emotional intelligence.
• Builds strong relationships with associates and vendor partners.
• Can effectively maneuver through moderate organizational conflict with diplomacy and authenticity.
• Contributes to team strategic planning, goal setting, capital planning, budgeting, vendor partner selection, and contract negotiation activities.

Delivery Manager

• Responsible for underwriting and managing a portfolio of commercial insurance accounts with moderate to high complexity
• Apply advanced underwriting knowledge to assess risk, determine appropriate coverage, and ensure profitability
• Collaborate with internal and external stakeholders, support agency relationships, and contribute to enterprise initiatives
• Underwrite new business submissions, renewals and endorsements
• Oversee growth and profitability of an underwriting territory
• Use internal and external data and reporting to support decision-making
• Document underwriting files with sufficient detail and clarity
• Provide territory performance reports and action plans to leadership
• Collaborate with sales, claims, loss control, and agency partners
• Lead agency visits and promote product line benefits and growth/incentive efforts
• Support agency action plans
• Maintain compliance with underwriting guidelines, best practices, rate plans, and the Letter of Authority
• Mentor new associates, Underwriter I, and support training
• Participate in committees and enterprise initiatives
• Navigate conflict and contribute to team solutions

Underwriting Specialist

• Lead the day-to-day operations of a Special Investigations Unit, overseeing investigators and driving effective fraud detection and investigation efforts.
• Manage complex and high-risk cases, ensure compliance with legal and regulatory standards, and partner with internal teams and external agencies to prevent, detect, and resolve insurance fraud.
• Guide investigators through complex, high-exposure, and multi-jurisdictional fraud cases, including organized fraud activity.
• Review and approve critical investigative actions, referrals, and outcomes.
• Own the SIU talent strategy: hiring, coaching, development, succession planning, and performance management.
• Mentor investigators and supervisors, fostering a culture of accountability, growth, and excellence.
• Ensure all investigations are thorough, defensible, and compliant with legal and regulatory requirements.
• Serve as a key liaison with law enforcement, fraud bureaus, and industry organizations.
• Monitor SIU metrics such as referrals, cycle times, and outcomes to identify trends and opportunities.

Manager – Special Investigations Unit

• Handle work comp claims with minimal supervision and guidance from the manager.
• Utilize current Claims technology.
• Research and formulate a basis on which coverage decisions will be made, conduct thorough investigations, evaluate damages and liability.
• Negotiate settlements with insureds, claimants and attorneys.
• Responsibilities also include active file management, ensuring proper reserving, participation in training activities, presentation of claims to Committee and supervision of litigated files.
• Serve as a mentor for others in the team or department.
• Consistently exhibit a high level of customer service and adherence to department audit guidelines.