Agency Services Supervisor

Built on meritocracy, our unique company culture rewards self-starters and those who are committed to doing what is best for our customers.

Orchid is seeking an Agency Services Supervisor to join our growing team.

Essential Duties and Functions: include the following.  Other duties may be assigned.

• Acts as Orchid’s welcome team through verbal and written communication with prospective agencies who are entering an appointment agreement with Orchid.
• Ensure the workload of teammates is organized and distributed appropriately.
• Manage staff performance and development by providing constructive and timely performance evaluations.
• Handles performance management of employees in accordance with company policy.
• Provides support to teammates for agency services related tasks that require escalation.
• Assist distribution with new employee orientation/training and onboarding as needed.
• Create and revise Standard Operating Procedures for all tasks performed.
• Be the subject matter expert within the department.
• Provide clear explanations and address inquiries regarding required documentation and compliance for appointments.
• Ensure adherence to service level standards for all assigned tasks through quality assurance processes.
• Monitor productivity volume, service standards, and accuracy for their staff and the business that they support.
• Manages and coordinates teammate time off requests and timesheets.
• Completes and ensures compliance/due diligence in verifying agency and/or producers’ licensure, proper document execution, and ongoing maintenance of agency client profiles.
• Enter and maintain system of record for all Orchid agencies in any/all required platforms such as Salesforce.
• Represents Orchid Underwriters Agency, LLC in the most positive manner with prospective and current clients and the communities we serve.
• Handles confidential information with tact and discretion.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions.

Skills and Abilities:

• High School Diploma or equivalent
• Demonstrated experience in leadership or management roles.
• Typing 50+ wpm
• General knowledge of standard insurance concepts, underwriting practices and procedures.
• Knowledge of data processing capabilities and procedures.
• Excellent and professional phone demeanor.
• Strong ability to communicate effectively with others via telephone and email.
• Strong aptitude for learning and adapting to multiple computer systems
• Proficiency in basic computer applications, including Microsoft Teams, Word, Excel, and Outlook.
• Exceptional organizational, planning, and prioritization skills.
• Demonstrated creative problem-solving techniques to enhance customer satisfaction.
• Consistently maintains a professional demeanor.
• Team-oriented mindset.
• Excellent written and verbal communication skills.

Competencies:

• Adaptability & Flexibility: Adapts to changing business needs, conditions, and work responsibilities. Responds positively to change, embracing and utilizing new practices or values to achieve goals and solve problems.
• Analytical Aptitude: Collects and analyzes qualitative and quantitative data, interpreting and promoting findings to evaluate strategic initiatives and inform business decisions and recommendations.
• Business Acumen: Understands the organization’s operations, functions, and external environment, and applying business tools and analyses to translate into strategic initiatives that support the business direction.
• Communication: Crafts and delivers concise and informative communications effectively, listens to and addresses concerns, and transfers and translates information across organizational levels or units.
• Planning & Organizing: Prioritizes and plans work activities efficiently, making timely decisions that propel the company forward.  
• Relationship Building: Builds constructive working relationships characterized by a high level of acceptance, cooperation, and mutual respect. Works effectively as a team member and manages conflict while supporting the organization.  
• Results Focus & Initiative: Focuses on desired outcomes and the best way to achieve them. Completes tasks efficiently and goes the extra mile to ensure goals are met.  

Physical Requirements Necessary on a Regular Basis:

• Manual dexterity, arm and upper body range of motion sufficient for use of a keyboard, mouse and telephone (7-8 hours per day).
• Speech and hearing sufficient for in-person and telephone communication (7-8 hours per day).
• Vision sufficient for the use of a computer monitor.
• Ability to sit at a desk 7-8 hours per day.

Teammate Benefits & Total Well-Being

We go beyond standard benefits, focusing on the total well-being of our teammates, including:

• 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. 

Not reflective of all benefits. Enrollment waiting periods or eligibility criteria may apply to certain benefits. Benefit details and offerings may vary for subsidiary entities or in specific geographic locations.

The Power To Be Yourself  

As an Equal Opportunity Employer, we are committed to fostering an inclusive environment comprised of people from all backgrounds, with a variety of experiences and perspectives, guided by our Diversity, Inclusion & Belonging (DIB) motto, “The Power to Be Yourself”.