Service Operations Representative

Built on meritocracy, our unique company culture rewards self-starters and those who are committed to doing what is best for our customers.

Orchid Insurance, an Arrowhead Intermediaries company, is seeking a Service Operations Representative to join our growing team in Tampa or Vero Beach, FL.

The Service Operations Representative provides stellar customer service to our agents through their daily tasks. These tasks may include providing product/services information, researching payment history, issuing various policy changes, updating policy records, and resolving emerging problems with accuracy and efficiency.  Working as a team with other departments and/or offices is critical to being successful in this role. This position will represent Orchid in the most positive manner with prospective and current clients and the communities we serve.

We're looking for candidates who align with our Operations Team values of being Reliable; having Integrity; being Supportive and Efficient (RISE) - which guide how we serve our agents, policyholders, teammates, and business partners every day.

How You Will Contribute:

• Answer phones, chats, and emails to solve customer service issues, questions, or concerns.

• Research policy payment history.

• Create and issue new and renewal insurance policies and invoices.

• Obtain and organize documentation required by states and/or carriers.

• Process and issue endorsements and invoices when applicable.

• Process cancellations and invoices when applicable.

• Issue notices of cancelation and non-renewals in accordance with state specific guidelines.

• Solve and/or correct agency request discrepancies or processing errors.

• Evaluate documentation and information to determine compliance with regulations or standards.

• Handle confidential information with tact and discretion.

• Partners with other departments, agents, and carriers to resolve issues and address needs.

• Follow Standard Operating Procedures for all tasks performed and provide feedback to Leads and Supervisor for revisions.

• Reflect a positive attitude toward others.

• Cross train with peers and other departments.

Skills & Experience to Be Successful:

Required:

• High School diploma or equivalent.

• Aptitude to learn multiple computer systems.

• Aptitude to learn a large volume of insurance underwriting concepts.

• Proficiency with Microsoft Office Package (Excel, Word, Outlook).

• Ability to work independently or in a team environment to achieve common goals.

• Knowledge of data processing capabilities and procedures.

• Ability to demonstrate, understand, and apply department core values: Reliable, Integrity, Supportive, and Efficient.

• Typing 50+ wpm preferred.

• Excellent communication skills, both written and verbal.

• This role requires on-site attendance Monday through Friday from 8:00 a.m. to 5:00 p.m. during the initial 90-day training period. Following this, a hybrid schedule (2-3 days per week in-office) may be available. Candidates must also be able to attend monthly in-person team meetings and remain flexible for other scheduled in-person events, meetings, or training sessions as needed.

Preferred:

• Associate degree or higher.

• 1+ year of experience in customer service or related field

• General knowledge of standard insurance concepts, underwriting practices, and procedures.

• Experience using the Salesforce platform.

• 2-20 General Lines Agent license.

Licensing & Advancement

• While this role does not require a Florida 2-20 or 1-20 insurance license at the time of hire, candidates must be willing to pursue these licenses in the future. Obtaining these licenses will be essential for long-term growth and advancement within the Service Operations team.

Teammate Benefits & Total Well-Being

We go beyond standard benefits, focusing on the total well-being of our teammates, including:

• Health Benefits: Medical/Rx, Dental, Vision, Life Insurance, Disability Insurance  
• Financial Benefits: ESPP; 401k; Student Loan Assistance; Tuition Reimbursement 
• Mental Health & Wellness: Free Mental Health & Enhanced Advocacy Services
• Beyond Benefits: Paid Time Off, Holidays, Preferred Partner Discounts and more. 

Not reflective of all benefits. Enrollment waiting periods or eligibility criteria may apply to certain benefits. Benefit details and offerings may vary for subsidiary entities or in specific geographic locations.

The Power To Be Yourself  

As an Equal Opportunity Employer, we are committed to fostering an inclusive environment comprised of people from all backgrounds, with a variety of experiences and perspectives, guided by our Diversity, Inclusion & Belonging (DIB) motto, “The Power to Be Yourself”.