Commercial Insurance Operations Support & Training Lead

About the Role

As the Commercial Insurance Operations Support & Training Lead, you will play a key support role within our Commercial Lines organization, helping ensure Account Managers and service teams have the training, tools, process knowledge, and day-to-day guidance needed to deliver excellent client service.

Your mission will be to help bring clarity, confidence, and consistency to the Commercial Account Management team. You will be a hands-on resource for new and existing Account Managers, assisting with onboarding, refresher training, workflow questions, documentation standards, renewal process support, agency bill billing issues, and escalated client service matters.

What You’ll Do

• Support the onboarding and training of new Commercial Account Managers, including system navigation, workflows, documentation expectations, renewal processes, and client service standards.
• Develop and deliver refresher training for existing Account Managers on key topics such as Applied Epic workflows, renewal timelines, policy checking, certificates, endorsements, billing procedures, documentation standards, and agency procedures.
• Serve as a day-to-day resource for Commercial Account Managers who need guidance on complex service questions, workflow issues, client requests, or internal processes.
• Assist with client escalations, helping research issues, coordinate responses, communicate with internal stakeholders, and support resolution in a professional and timely manner.
• Provide support on agency bill billing issues, including troubleshooting discrepancies, working with accounting or service teams, helping clarify billing procedures, and ensuring issues are followed through to resolution.
• Partner with the National Service Director of Commercial Lines to identify recurring service issues, training gaps, workflow inconsistencies, or process improvement opportunities.
• Help maintain and update training materials, workflow guides, checklists, templates, and standard operating procedures for the Commercial Lines team.
• Reinforce best practices around client communication, responsiveness, documentation, renewal execution, and internal handoffs.
• Support Account Managers with Applied Epic questions, documentation standards, activity tracking, policy workflows, and service-related procedures.
• Assist with quality reviews or spot checks to help ensure files are properly documented and workflows are being followed consistently.
• Help coordinate team meetings, training sessions, process rollouts, and communication around operational updates.
• Act as a supportive liaison between Commercial Account Management, Small Business, Service, Retention, Accounting, and leadership when service or billing issues require cross-functional coordination.
• Foster a positive, collaborative, and learning-focused culture by encouraging consistency, accountability, and continuous improvement.

What You Bring

• Active Property & Casualty Insurance License required.
• 5+ years of commercial insurance account management, service, or operations experience.
• Strong understanding of Commercial Lines workflows, renewal processes, client service expectations, certificates, endorsements, billing, carrier communication, and documentation standards.
• Experience supporting, mentoring, or training Commercial Account Managers or service team members.
• Comfort handling client escalations, service issues, billing questions, and complex account management scenarios.
• Experience with Applied Epic strongly preferred.
• Strong organizational skills with the ability to manage multiple priorities, follow up on open items, and keep issues moving toward resolution.
• Clear, professional communication style with the ability to explain processes, coach team members, and collaborate with leadership.
• Strong attention to detail, especially related to documentation, billing, workflow consistency, and client service follow-through.
• Proficiency in Microsoft Outlook, Excel, Word, and PowerPoint.
• A supportive, solutions-oriented mindset with a desire to help others succeed.
• Willingness to travel occasionally for meetings, training sessions, or business needs.

What Success Looks Like

Success in this role means Commercial Account Managers feel supported, trained, and confident in their day-to-day responsibilities. New team members are onboarded more effectively, existing team members receive useful refresher training, client escalations are handled with professionalism, billing issues are addressed more efficiently, and leadership has a trusted partner helping reinforce operational consistency across the Commercial Lines team.

Benefits

• Medical, dental, and vision coverage
• Supplemental benefits
• Competitive compensation
• Paid time off, accruing immediately
• 401(k) with up to 4% company match
• Paid holidays