{"id":1311716,"url":"https://alion.io/job/bbrown-agency-services-supervisor","title":"Agency Services Supervisor","company":{"id":1779108,"name":"Brown & Brown","domain":"bbrown.com","url":"https://alion.io/company/brown-and-brown","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":75,"open_postings":16,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-09-28T05:45:00Z"}},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":"middle","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Tampa, United States","United States","Mexico"],"countries":["US","MX"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":53000,"max_usd":99000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":1812},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"Outlook","optional":false}],"status":"live","first_seen_at":"2026-09-18T00:00:00Z","employer_posted_date":"2026-09-18","last_verified_at":"2026-09-28T21:42:54Z","board_verified":true,"closed_at":null,"days_open":10,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":10},"description":"Built on meritocracy, our unique company culture rewards self-starters and those who are committed to doing what is best for our customers.\nOrchid Insurance, an Arrowhead Intermediaries company, is seeking an Agency Services Supervisor to join our growing team in Tampa, Vero Beach, or remotely.\nThe 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.\nHow You Will Contribute:\nResolve customer issues and inquiries promptly.\n\nMotivate, resolve conflict, coach,and develop teammates.\n\nMonitor and assign workbased on the volumeof phone and processingactivity, to optimizestaffing.\n\nEnsure service level standards are metfor processing and phone calls.\n\nProvide weekly and monthly reporting ofteam KPI’s, metrics,and workassignments.\n\nCollaborate with Team Lead(s)and other Operations leaders tooptimizeworkflows and workload, including processing, email, chat,phone, and specialassignmentsas needed.\n\nEnsure compliance with state and carrier requirements and documentationstandards.\n\nAssistAccounting teammates in findingand correctingcarrier discrepanciesand reconciliations.\n\nPartnerswith other departments and agents to resolve issues and address needs.\n\nSupport the Compliance team in reviewingdocumentation and transactions to verify compliance with regulations andrespond to complaints or audits.\n\nAuditteammatetransactions to ensure accuracy of customer and policy files, includingphonecalland processing quality.\n\nCreate and revise Process Guidesfor processing tasks, phone calls, chats, emails, and any other work type performed. Conduct& documentregular performance feedback sessions with team members.\n\nCoordinate new employee training and the onboarding process.\n\nSupervisor Responsibilities\nEnsure that new teammates have properorientation and onboarding.\n\nManage teammate performance and development by providing constructive and regular performance reviews.\n\nHandle performance management of teammates in accordance withcompany policy.\n\nMonitor productivity volume, service standardsand accuracy for their teammates and the business that they support.\n\nImplement process improvementsand innovation to continually improve the activities that the team supports.\n\nEnsure proper documentation of processes and procedures for all internal functions and services delivered.\n\nSkills & Experience to Be Successful:\nAn accessible and responsive approach with teammates.\n\nHigh School diploma or equivalent.\n\nAt least 3plusyears of service industry experience.\n\nExperience leading or managing others.\n\nExhibits high emotional intelligence through active listening, empathy, and adaptability in dynamic team environments.Aptitudeto learn multiple computer systems.\n\nAptitude to learn a large volume of insurance underwriting concepts.\n\nProficiencywith Microsoft Office Package (Excel, Word, Outlook).\n\nAbility to work independently or in a team environment to achieve common goals.\n\nKnowledge of data processing capabilities and procedures.\n\nPreferred Skills and Abilities:\nAssociates degree or higher.\n\nTyping 50+ wpm.\n\nGeneral knowledge of standard insurance concepts, underwriting practices,and procedures.\n\nExperience using the Salesforce platform.\n\nActively work towards obtaining relevant certifications and licenses (such as FL 2-20 license or the equivalent non-Florida resident state equivalent Property & Casualty license).\n\nTeammate Benefits & Total Well-Being\nWe go beyond standard benefits, focusing on the total well-being of our teammates, including:\nHealth Benefits: Medical/Rx, Dental, Vision, Life Insurance, Disability Insurance \nFinancial Benefits: ESPP; 401k; Student Loan Assistance; Tuition Reimbursement \nMental Health & Wellness: Free Mental Health & Enhanced Advocacy Services\nBeyond Benefits: Paid Time Off, Holidays, Preferred Partner Discounts and more. \nNot 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.\nRecruiting Vendor Disclosure Statement\nBrown & 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.\nThe Power To Be Yourself\nAs 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”.","description_format":"text","description_chars":5788,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":false},"security_clearance":false,"languages":[]},"benefits":["401k plan","Life insurance"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Financial Services","Jewelry","Property & Casualty Insurance"],"lifecycle":[{"event":"open","at":"2026-09-26T16:45:48Z"}],"liveness":{"score":52,"band":"ok","label":"Likely open","p_open":1,"p_active":0.574,"p_room":0.9,"age_days":10,"expected_fill_days":26,"reasons":["conf:1","stale_co","velocity","win:mid","comp:brand"],"computed_at":"2026-09-28T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/bbrown-agency-services-supervisor","json_url":"https://alion.io/job/bbrown-agency-services-supervisor.json","meta":{"generated_at":"2026-09-28T22:42:49Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":342,"day_limit":5000,"remaining_today":4658,"minute_limit":60,"resets_at":"2026-09-29T00:00:00Z"}}}