Agency Services Supervisor
Confirmed on the employer's own hiring board on Sep 27, 2026. First seen by Alion on Sep 18, 2026. Brown & Brown scores B on the Alion truth index.
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 an Agency Services Supervisor to join our growing team in Tampa, Vero Beach, or remotely.
The Agency ServicesSupervisormust provideprofessionalsupport and leadership to the Agency ServicesTeam.They areresponsible forensuring that their teammates are consistently achieving prescribed service, production, and quality goals. The Agency ServicesSupervisor must drive the objectivesset by the Operations Department and Orchid. They must constantly review workflows and system capabilities towarddeveloping innovativesolutions and efficient processes. TheAgency ServicesSupervisor is responsible forteammate development and ensurestheir teammates are properly trained. They willparticipatein creating and maintainingdepartment trainingandnew hire training. The Agency ServicesSupervisor will positively representOrchid with prospective and current customers, all Orchid teammates, and the communities we serve. Theymust display a high levelof emotional intelligence and canappropriately escalate issues and collaborate as needed.
How You Will Contribute:
Resolve customer issues and inquiries promptly.
Motivate, resolve conflict, coach,and develop teammates.
Monitor and assign workbased on the volumeof phone and processingactivity, to optimizestaffing.
Ensure service level standards are metfor processing and phone calls.
Provide weekly and monthly reporting ofteam KPI’s, metrics,and workassignments.
Collaborate with Team Lead(s)and other Operations leaders tooptimizeworkflows and workload, including processing, email, chat,phone, and specialassignmentsas needed.
Ensure compliance with state and carrier requirements and documentationstandards.
AssistAccounting teammates in findingand correctingcarrier discrepanciesand reconciliations.
Partnerswith other departments and agents to resolve issues and address needs.
Support the Compliance team in reviewingdocumentation and transactions to verify compliance with regulations andrespond to complaints or audits.
Auditteammatetransactions to ensure accuracy of customer and policy files, includingphonecalland processing quality.
Create and revise Process Guidesfor processing tasks, phone calls, chats, emails, and any other work type performed. Conduct& documentregular performance feedback sessions with team members.
Coordinate new employee training and the onboarding process.
Supervisor Responsibilities
Ensure that new teammates have properorientation and onboarding.
Manage teammate performance and development by providing constructive and regular performance reviews.
Handle performance management of teammates in accordance withcompany policy.
Monitor productivity volume, service standardsand accuracy for their teammates and the business that they support.
Implement process improvementsand innovation to continually improve the activities that the team supports.
Ensure proper documentation of processes and procedures for all internal functions and services delivered.
Skills & Experience to Be Successful:
An accessible and responsive approach with teammates.
High School diploma or equivalent.
At least 3plusyears of service industry experience.
Experience leading or managing others.
Exhibits high emotional intelligence through active listening, empathy, and adaptability in dynamic team environments.Aptitudeto learn multiple computer systems.
Aptitude to learn a large volume of insurance underwriting concepts.
Proficiencywith 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.
Preferred Skills and Abilities:
Associates degree or higher.
Typing 50+ wpm.
General knowledge of standard insurance concepts, underwriting practices,and procedures.
Experience using the Salesforce platform.
Actively work towards obtaining relevant certifications and licenses (such as FL 2-20 license or the equivalent non-Florida resident state equivalent Property & Casualty license).
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.
Recruiting Vendor Disclosure Statement
Brown & Brown does not accept unsolicited resumes from external recruiters, recruitment vendors or employment agencies ("Recruiting Vendors"). Recruiting Vendors must have a valid written agreement and received prior written authorization from an authorized Brown & Brown representative before submitting candidates for any publicly posted role. Any unsolicited resumes submitted to Brown & Brown or its employees become the property of Brown & Brown, and no fees will be paid for such submissions. Additional information regarding this policy can be found on our careers page.
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”.