Surplus Lines Advisor

About Brightway Established in 2008 Brightway is proud to be one of the fastest growing insurance agency systems in the United States With over 350 franchises spanning 35 states and an impressive 13 billion in annual premiums we rank among the nations largest privately owned property and casualty insurance distribution companies We support our agency owners with comprehensive back office services marketing resources and continuous learning and development We are embarking on the next stage of our customer centric growth driven by innovation from our talented associates and the application of cutting edge technologies This growth has opened doors for creative thinkers who thrive in a diverse and collaborative culture As a Brightway team member youll engage in exciting projects that are reshaping the industry working alongside a dedicated team committed to delivering exceptional customer service and safeguarding our clients most valuable assets Scope Under general supervision the Surplus Lines Advisor provides front line customer service and support to agents and clients within the Surplus Lines department As the voice of Brightway this role is responsible for efficiently and accurately handling service requests while fostering strong business relationships with agents carrier partners and customers The ideal candidate is detail oriented adaptable and committed to delivering high quality results in alignment with Brightways core values and performance standards Job Responsibilities Manage and resolve incoming service requests using Brightway systems including Fusion MaxAgent AMS and others Support agents and customers by handling inbound calls responding to suspense and case items and performing outbound follow up when necessary Ensure timely and accurate resolution of tasks with a focus on quality and productivity targeting a goal of 45 or higher completed items per productive hour minimum 90 QA average max productive time of 35 Follow protocols maintain professionalism and utilize proper resources to achieve contact resolution Adhere to scheduled work assignments and manage time effectively to maximize productive hours and minimize unproductive time Demonstrate agility in applying feedback and guidance from leaders to improve performance and maintain service excellence Uphold Brightways standards of customer experience collaboration and adaptability by embodying the companys core values Participate in ongoing learning and contribute to a culture of continuous improvement Perform other duties as assigned to support departmental and organizational objectives Skills Licenses Certifications Strong customer service orientation with the ability to deliver satisfaction through efficient accurate and professional interactions Excellent communication skillsclear concise and effective in both written and verbal formats Ability to apply critical thinking and make sound decisions based on available information and established procedures Demonstrates flexibility and adaptability in a dynamic work environment Self motivated and accountable; able to manage time follow schedules and maintain a high level of productive availability Comfortable working both independently and collaboratively to meet goals Eager to learn grow and contribute to a positive team culture Committed to quality outcomes that protect customers and uphold Brightways reputation Education and Experience High school diploma or equivalent 0 3 years experience in Personal Lines Customer Service or a related field Proficiency in Microsoft Office Suite Word Excel Outlook PowerPoint Familiarity with Brightway systems and insurance industry concepts Must have 20 44 license Equal Employment Opportunity Brightway Insurance is committed to creating a diverse and inclusive workplace that values and respects the contributions of all individuals We are an equal opportunity employer and do not discriminate based on race color national origin sex age disability religion sexual orientation gender identity or any other characteristic protected by applicable law We believe that a diverse workforce is essential to our success and fosters innovation creativity and collaboration Our goal is to provide a work environment that is free from discrimination and harassment where everyone has an equal opportunity to succeed and grow