PURPOSE OF THE JOB

The purpose of this job is to lead, train, and develop a motivated and skilled team of Underwriting Assistants within the Service Center of Excellence. This position exists to ensure accurate and timely policy processing, policy issuance, endorsement processing, account management, and underwriting support activities for Workers' Compensation and Commercial Lines business. The role serves as a technical resource and leader, ensuring operational excellence, customer service, and compliance with underwriting guidelines and regulatory requirements.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Ensures consistent procedures are followed, processing and analyses are accurate and thorough, and all deadlines are met.

• Ensures that policy processing, policy issuance, endorsement processing, account management, and underwriting support activities are performed accurately and timely.Ensures new business, renewals, cancellations, reinstatements, and policy changes are processed in accordance with company guidelines.
• Monitors the quality and quantity of work for the unit.
• Tracks individual team members' error rates and the types of errors made to ensure rates meet department standards for accuracy.
• Oversees processing of monetary and non-monetary endorsements.
• Audits files monthly for accuracy and timeliness.

Evaluates workflow processes and recommends changes to increase productivity.

• Monitors workflow processes to ensure accurate prioritization and completion of Underwriting Assistant workloads across Workers' Compensation and Commercial Lines business. Provides technical coaching regarding policy forms, endorsements, underwriting requirements, and Commercial Lines coverages. Participates in process development and modification.
• Partners with Operations and Underwriting leadership to implement workflow improvements and support new product initiatives.

Creates a customer-focused culture.

• Develops a cohesive team that works well together and creates team camaraderie and a productive spirit.
• Serves as the primary escalation point for agents, brokers, insureds, Underwriters, and internal business partners regarding underwriting support and policy processing issues. Answers escalated customer inquiries and resolves issues and complaints.
• Refers inquiries to management when appropriate.
• Promotes exceptional customer service and strong agency relationships.
• Connects SCE Team Members to the greater mission, goals, and results of the Company and the Workers' Compensation and Commercial Lines businesses supported by the Service Center of Excellence.

Develops and leads a team of underwriting assistants.

• Provides daily direction to the team. Communicates Mission, Values, and other organization operating principles to direct and indirect reports.
• Establishes and maintains the overall work cadence and, in partnership with LOB Leadership, ensures performance and outcomes strive for excellence in delivery and customer experience. Ensures that the entire assigned team is engaged and that leadership practices for the department encourage development, recognition, and retention.
• Establishes and holds team accountable to and adheres to hiring criteria, on-boarding, and training requirements for incoming staff.
• Oversees the performance management and development process for team members and performs performance management duties, development planning and coaching for direct reports.
• Serves as a mentor and technical resource for complex processing and policy administration issues.

SUPERVISORY RESPONSIBILITIES

Directly supervises employees within the Underwriting Assistant Service Center of Excellence team and carries out supervisory responsibilities in accordance with company policies and applicable laws. These responsibilities include interviewing, hiring, training, and developing employees; planning, assigning, and directing work; conducting performance and salary reviews; rewarding and disciplining employees; addressing complaints and resolving

problems; coaching, mentoring, and developing team members' technical underwriting support knowledge and skills; creating and monitoring development plans; setting performance expectations and goals; forecasting staffing needs and planning for peak volumes and absences; ensuring adherence to underwriting support standards and procedures; and fostering expertise across Workers' Compensation and Commercial Lines operations.

EDUCATION AND EXPERIENCE

High school diploma or general education degree (GED) required. Bachelor's degree in Business Administration, Management, Insurance, or a related field preferred.

Minimum 5 years of insurance industry experience required, including at least 3 years of experience in underwriting support, underwriting operations, or a related role (e.g., Underwriting Assistant or equivalent). Workers' Compensation insurance experience is required. Commercial Lines experience is preferred.

Minimum 1 year of lead, supervisory, or people leadership experience preferred. Demonstrated ability to coach, train, and develop team members, coordinate workflow, and support operational goals.

Equivalent combinations of education, training, and relevant experience will be considered in lieu of a degree.

CERTIFICATES, LICENSES, REGISTRATIONS

Associate in Insurance (AINS) preferred.

Associate in Underwriting (AU) preferred.

KNOWLEDGE AND SKILLS

Strong knowledge of underwriting support operations, policy administration, policy issuance, endorsement processing, and account management practices. Working knowledge of Commercial Property, General Liability, Commercial Auto, and Workers' Compensation coverages is preferred. Ability to interpret underwriting guidelines, identify process improvement opportunities, and effectively manage workflow, quality standards, and service expectations. Strong leadership, coaching, and employee development skills with the ability to build technical capabilities within a team. Demonstrated analytical, organizational, problem-solving, and communication skills. Proficiency with Microsoft Office applications and insurance administration systems required.

PHYSICAL REQUIREMENTS

Office environment - no specific or unusual physical or environmental demands and employees are regularly required to sit, walk, stand, talk, and hear.

WORK ENVIRONMENT

This position operates in an office environment and requires the frequent use of a computer, telephone, copier, and other standard office equipment.

This description is a general statement of essential job functions and responsibilities.

The position may include other duties as assigned.

We are currently not offering employment sponsorship for this opportunity

#LI-KK1 #LI-Hybrid

The current range for this position is
$78,678.61 - $132,686.15
This range is exclusive of fringe benefits and potential bonuses. If hired at ICW Group, your final base salary compensation will be determined by factors unique to each candidate, including experience, education and the location of the role and considers employees performing substantially similar work.

WHY JOIN ICW GROUP?

• Challenging work and the ability to make a difference
• You will have a voice and feel a sense of belonging

• We offer a competitive benefits package, with generous medical, dental, and vision plans as well as 401K retirement plans and company match

• Bonus potential for all positions

• Paid Time Off

• Paid holidays throughout the calendar year

• Want to continue learning? We'll support you 100%

Job Category
Underwriting