Supervisor Underwriting Support

Description

Manages UW support specialists who provide timely and high-quality customer service to brokers, agents, and underwriters through communication channels, such as phone, email, and chat. Provides supervision as needed and utilizes knowledge of small commercial segments and independent decision-making skills to guide specialists to complete requests and solve problems with first contact resolution.

Responsibilities:

• Selects, develops, and manages a talented team that supports brokers, agents, and underwriters by handling phone calls, emails, chats, to answer questions and processing tasks to complete various pre-underwriting activities, gather data, identify rates for coverage options, and enter information into databases.
• Directs the day-to-day activities of team by facilitating communication and establishing priorities, reviewing work volumes to redirect work when needed, assisting others with resolving problems to make improvements in the work or meet established operations service standards.
• Identifies issues and opportunities for efficiency and applies strategic problem-solving knowledge to continuously improve workflows.
• Maintains compliance standards, internal policies, procedures, and processing standards through process confirmations, regular reporting, and follow up guidance.
• Responsible for the acquisition, retention, and development of underwriting support talent.
• Formally manages, guides and mentors underwriting support specialists to improve technical and behavioral capabilities.
• Fosters a collaborative team environment conducive to continuous improvement, collaboration, and partnership.
• Applies Liberty Mutual Systems (LMS) principles to improve customer relationships, quality, and work processes.
• Ensures that the unit develops and maintains effective business relationships with underwriters, internal partners, and external clients.
• Fosters an environment of collaboration and partnership with peers, Distribution, Underwriting, Claims and other areas.

• Intermediate knowledge of property and or casualty insurance coverage, risk analysis/selection, risk assessment, rating procedures, rating plans and systems/workflow, pricing and MS Excel/Word.
• In-depth knowledge of commercial lines underwriting products and processes.
• Ability to get work done through others (delegate), communicate effectively (including listening, writing clearly, giving constructive feedback, etc.), get support from above.
• Plan/organize work, analyze and solve problems, focus on the larger picture as normally acquired through a bachelor's degree or equivalent experience and experience supporting a commercial lines underwriting operation.

• California

• Los Angeles Incorporated

• Los Angeles Unincorporated

• Philadelphia

• San Francisco