Job Title: Auto Insurance Customer Service and Underwriting Manager
About Us:
Futuristic Underwriters is a rapidly growing Insurance MGA specializing in auto insurance products tailored for the Texas market. We focus on delivering exceptional service and innovative underwriting solutions for personal auto insurance policies. Our team is dedicated to ensuring our clients receive high-quality, dependable coverage. As we expand, we're seeking a dynamic and experienced Customer Service and Underwriting Manager to lead and grow our team.
Job Overview:
The Auto Insurance Customer Service and Underwriting Manager will oversee day-to-day operations in both the customer service and underwriting departments. This individual will ensure a seamless and efficient experience for our clients and partners, while maintaining underwriting integrity. You will play a key role in managing a high-performing team, ensuring compliance with regulatory requirements, and aligning service and underwriting strategies with company goals.
Key Responsibilities:
Customer Service Management:
- Lead and manage the customer service team, ensuring timely and accurate handling of customer inquiries and claims processing.
- Develop and implement policies, procedures, and best practices to enhance customer experience and satisfaction.
- Monitor key performance indicators (KPIs) related to response time, customer retention, and resolution rates, and ensure continuous improvement.
- Train, mentor, and develop customer service staff to uphold the company's service standards.
- Resolve escalated customer complaints in a professional and empathetic manner.
- Collaborate with IT and operations to improve systems and tools that streamline customer service functions.
Underwriting Management:
- Oversee the underwriting team responsible for evaluating and assessing auto insurance applications in compliance with state and company guidelines.
- Ensure underwriting decisions align with risk appetite and company profitability targets.
- Review and approve complex or high-value cases while providing guidance on risk assessment and policy issuance.
- Maintain underwriting guidelines, ensuring they are updated based on changing market conditions, regulations, and company strategies.
- Collaborate with product development to create new offerings that meet customer needs and market demand.
- Conduct audits to ensure underwriting accuracy, compliance, and efficiency.
Qualifications:
- 5+ years of experience in auto insurance customer service and underwriting, preferably within an MGA or insurance carrier setting.
- Strong knowledge of Texas auto insurance laws, regulations, and market dynamics.
- Proven experience managing and developing teams in both customer service and underwriting environments.
- Excellent communication, problem-solving, and leadership skills.
- Proficiency with insurance software systems and customer relationship management (CRM) tools. Experience with Insuresoft is a plus.
- P&C license is a plus.
Skills & Competencies:
- Customer-focused mindset with the ability to balance service excellence with underwriting profitability.
- Strong analytical skills to assess risk and make data-driven decisions.
- Ability to work in a fast-paced, high-volume environment and manage multiple priorities.
- Proactive approach to identifying and resolving process inefficiencies.
- High level of integrity and commitment to regulatory compliance and ethical standards.
Benefits:
- Competitive salary and performance-based incentives
- Comprehensive health, dental, and vision insurance
- 401(k) plan with company match
- Professional development and certification support