Call Center-Underwriter II - Commercial Lines

Position Summary:

The Underwriter II – Commercial Lines is responsible for providing high-level service and underwriting support for a portfolio of small to mid-sized commercial accounts, including select high-profile or complex cases. Core responsibilities include processing policy transactions with underwriting authority, managing endorsement requests, handling certificates of insurance, responding to service inquiries, proactively identifying cross-sell opportunities, and serving as a resource to peers. This role emphasizes technical accuracy, strong communication skills, and a proactive, team-focused approach in delivering exceptional client service.

Key Responsibilities:

• Underwrite and process commercial lines endorsements within assigned authority levels, ensuring compliance with underwriting guidelines.
• Review and manage complex and high-profile accounts, demonstrating advanced knowledge of commercial coverages and risk evaluation.
• Issue accurate and timely certificates of insurance and endorsements in accordance with client-specific and regulatory requirements.
• Provide expert-level service by responding to policyholder and agent inquiries via phone and email, with attention to detail and resolution follow-through.
• Manage workflow from tasks indexed via email and phone calls, maintaining a timely and organized approach to documentation and follow-up.
• Support proactive policy renewals by reviewing account history and identifying opportunities to adjust coverage or add value.
• Collaborate with cross-functional teams to identify and act on opportunities for cross-selling additional lines of coverage.
• Take a lead role in assisting and mentoring peers, offering training support, process clarification, and sharing of best practices as needed.
• Serve as a go-to resource for escalated service issues, demonstrating sound judgment and customer-centric problem-solving.
• Support quality control initiatives by identifying process inefficiencies, recommending improvements, and assisting with audits when required.
• Actively contribute to maintaining client satisfaction scores and service level agreements (SLAs).

Required Skills & Qualifications:

• Active Property & Casualty Insurance License required; must be able to obtain licensing in all 50 states.
• Comprehensive understanding of commercial lines insurance products and risk assessment.
• Proven ability to handle more complex or high-exposure accounts with minimal supervision.
• Strong verbal and written communication skills with a customer-first mindset.
• High degree of accuracy and attention to detail in processing and documentation.
• Proficient in agency management systems (e.g., EZLynx) and CRM platforms.
• Able to lead by example and provide informal peer coaching and support.

Education & Experience:

• Associate or bachelor’s degree preferred.
• 3–5 years of experience in commercial lines underwriting or servicing with increasing responsibility.
• Previous experience working on mid-sized to complex commercial accounts highly desirable.
• Call center or high-volume service environment experience is a plus.

Work Environment & Physical Requirements:

• Remote work schedule, with flexibility to support extended hours up to 8:00 PM ET.
• Requires prolonged periods of sitting and use of a computer.
• Occasional lifting of up to 10 lbs.
• Frequent phone communication with agents and policyholders; ability to manage multiple systems and inquiries simultaneously.

We can only hire candidates who reside in the following states: Alabama, Arizona, Florida, Georgia, Illinois, Indiana, Kansas, Massachusetts, Michigan, Missouri, Mississippi, North Carolina, New Hampshire, New Jersey, Ohio, Pennsylvania, South Carolina, Tennessee, Texas, Virginia, Wisconsin. Applicants outside these states will not be considered.

Disclaimer:
This job description is not intended to be an exhaustive list of duties or responsibilities. Duties and responsibilities may change with or without notice based on business needs.

Job Type: Full-time

Pay: From $29.00 per hour

Application Question(s):

• Do you have your P&C license?
• Hours are Monday - Friday 8am- 8pm EST. Are you available during the hours of operation?
• Ever process certificate of Insurance?
• We can only hire candidates who reside in the following states: Alabama, Arizona, Florida, Georgia, Illinois, Indiana, Kansas, Massachusetts, Michigan, Missouri, Mississippi, North Carolina, New Hampshire, New Jersey, Ohio, Pennsylvania, South Carolina, Tennessee, Texas, Virginia, Wisconsin.

Work Location: Remote