4A - Broker onboarding

Job Description

Broker Support and Service Management

• Serve as the primary contact for broker inquiries related to platform access, navigation, submissions, quotes, binding, account management, and policy servicing.
• Manage requests received through email and created in ServiceNow, including triage, prioritization, investigation, status communication, escalation, resolution, and closure.
• Maintain complete case notes and resolution records while meeting defined service levels and quality standards.
• Take end-to-end ownership of assigned requests and coordinate complex issues with underwriting, operations, or technology teams.

Access Administration and Broker Enablement

• Process broker access requests, onboarding activities, profile updates, and access changes in accordance with approved security procedures.
• Troubleshoot login, authentication, and account issues, escalating where specialist intervention is required.
• Conduct virtual platform walkthroughs and support brokers in using self-service features and transaction workflows.
• Create and maintain practical support materials, FAQs, and knowledge articles.

Workflow Monitoring and Stakeholder Coordination

• Monitor pending broker actions, incomplete submissions, missing documentation, outstanding requirements, and aging work items.
• Proactively follow up with brokers and internal teams to progress quote, bind, submission, and servicing activities.
• Coordinate resolution of transaction-related issues without making underwriting decisions.
• Provide clear, timely updates and manage escalations and stakeholder expectations professionally.

Continuous Improvement and Reporting

• Analyze ticket volumes, recurring issues, and service trends to identify root causes and improvement opportunities.
• Recommend enhancements to workflows, knowledge content, service delivery, and the broker experience.
• Support operational reporting and initiatives that improve resolution times, quality, self-service adoption, and customer satisfaction.

• High School Diploma or GED
• At least 6 years of relevant experience 

• Commercial or specialty insurance experience and knowledge of broker distribution.
• Understanding of submission, quote-to-bind, underwriting-support, and policy-servicing processes.
• Experience supporting a digital self-service platform or customer portal.
• Exposure to global delivery or shared-services operations.