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 Insurance, an Arrowhead Intermediaries company, is seeking anAgency Services Supervisor to join our growing team in Tampa, Vero Beach, or remotely.

TheAgency Services Supervisormustprovide professional support and leadership to theAgency Services Team. Theyare responsible for ensuringthat their teammates are consistently achieving prescribed service, production, and quality goals. TheAgency Services Supervisor must drivetheobjectives set by the Operations Department and Orchid. Theymust constantly review workflows and system capabilities towarddevelopinginnovative solutions andefficientprocesses. The Agency Services Supervisoris responsible forteammate development andensures their teammates areproperly trained. They willparticipate increating andmaintainingdepartment training and new hire training.TheAgency Services Supervisorwillpositivelyrepresent Orchid with prospective and currentcustomers,all Orchid teammates, and the communities we serve.They must displaya high level of emotional intelligence andcanappropriately escalate issues and collaborate as needed.  

How You Will Contribute:

• Resolve customer issues and inquiries promptly. 

• Motivate, resolve conflict, coach, and develop teammates.  

• Monitorandassign workbased onthe volume ofphone and processing activity, tooptimize staffing. 

• Ensure service level standards aremetfor processing and phonecalls. 

• Provideweeklyand monthlyreporting ofteam KPI’s,metrics,and work assignments. 

• Collaborate withTeamLead(s)and other Operationsleaders tooptimize workflows and workload, including processing, email, chat, phone, and special assignments as needed. 

• Ensurecompliance withstateandcarrierrequirements anddocumentation standards.  

• Assist Accountingteammates infinding and correcting carrier discrepancies and reconciliations. 

• Partners with other departmentsandagents to resolve issues and address needs. 

• Support the Compliance team in reviewing documentation and transactions toverifycompliance withregulations and respond to complaints or audits. 

• Audit teammatetransactionsto ensure accuracy of customer and policy files,including phonecall and processing quality. 

• Create and reviseProcess Guides forprocessingtasks,phonecalls, chats, emails, and any other work typeperformed.Conduct &document regular performance feedback sessions with team members. 

• Coordinate new employee training andtheonboarding process. 

Supervisor Responsibilities

• Ensurethat new teammateshave proper orientation and onboarding. 

• Manageteammateperformance and development by providing constructive andregularperformancereviews.   

• Handle performance management ofteammatesin accordance with company policy. 

• Monitor productivity volume, servicestandards and accuracy for theirteammatesand the business that they support. 

• Implement process improvements and innovation to continually improvetheactivitiesthat theteamsupports. 

• Ensure proper documentation of processes and procedures for all internal functions and services delivered.  

Skills & Experience to Be Successful:

• An accessible and responsive approach with teammates. 

• High School diploma or equivalent.  

• At least 3 plus years of service industry experience.  

• Experience leading or managing others. 

• Exhibits high emotional intelligence through active listening, empathy, and adaptability in dynamic team environments.Aptitude to learn multiple computer systems. 

• Aptitude to learn a large volume of insurance underwriting concepts. 

• Proficiency with Microsoft Office Package (Excel, Word, Outlook). 

• Ability to work independently or in a team environment to achieve common goals. 

• Knowledge of data processing capabilities and procedures. 

Preferred Skills and Abilities: 

• Associates degree or higher. 

• Typing 50+ wpm. 

• General knowledge of standard insurance concepts, underwriting practices, and procedures.  

• Experience using the Salesforce platform.  

• Actively work towards obtaining relevant certifications and licenses (such as FL 2-20 license or the equivalent non-Florida resident state equivalent Property & Casualty license). 

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, DisabilityInsurance  
• 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.

Recruiting Vendor Disclosure Statement

Brown & Brown does not accept unsolicited resumes from external recruiters, recruitment vendors or employment agencies ("Recruiting Vendors"). Recruiting Vendors must have a valid written agreement and received prior written authorization from an authorized Brown & Brown representative before submitting candidates for any publicly posted role. Any unsolicited resumes submitted to Brown & Brown or its employees become the property of Brown & Brown, and no fees will be paid for such submissions. Additional information regarding this policy can be found on our careers page.

The Power To Be Yourself  

As an Equal Opportunity Employer, we arecommitted 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”.