Insurance Agency Service / Operations Manager

Ewing, Blackwelder & Duce Insurance, Inc · United States

EBD Service Staff Management

• Supervise Service Personnel: Manage, mentor, and evaluate the performance of customer service representatives (CSRs) and account managers across all three branch locations.
• Recruit & Train: Handle the hiring, onboarding, and continuous training of service staff on carrier guidelines and agency management software.
• Performance Reviews: Design Service Performance Standards, conduct regular formal reviews, monitor individual productivity metrics.

EBD Servicing Operations

• System Administration: Act as the agency’s primary subject matter expert on all ongoing Applied Epic AI product releases, machine learning features, and automation enhancements for customer servicing operations. Oversee the agency’s daily usage of the Epic agency management systems to ensure precise documentation and note-keeping.
• Workload Management: Establish, monitor and analyze individual and office-level service volume workloads across all three office locations to conform to operational standards. Establish cross-office support protocols. Equalize the processing burden across the entire customer service department.
• Standardize Workflows: Establish and enforce uniform service processes across all locations to maintain client data integrity and consistent operational quality. Continuously evaluate new Epic AI capabilities and actively integrate them into the standard operating procedures across all three offices.
• E&O Compliance: Audit client files, policy changes, and binds to prevent Errors and Omissions (E&O) exposures and ensure compliance with Florida insurance regulations.
• Multi-Office Travel: Travel regularly, as needed, between the EBD offices to maintain a physical leadership presence, audit local desks, and troubleshoot on-site issues.

Client Retention & Account Management

• Retention Tracking: Monitor the combined book's cancellation and non-renewal rates, and work with Sales Management to implement cross-office proactive re-marketing strategies to preserve revenue

Projected Starting Salary = $90,000 to $115,000 Depending on qualifications and experience.