Objective

Under the supervision of the VP of Customer Success, the Senior Surplus Lines Coordinator is responsible for providing direct client support in coordinating license changes, collecting state login credentials, and guiding clients through entity transitions as applied to filing services. Success in this role requires strong critical thinking and organizational skills with a heavy emphasis on the client experience.

Essential Functions

• Coordinate with client and filing services team on escalated customer inquiries and license changes.
• Process client license updates, including terminations, producer/entity additions, default changes, and legal entity changes.
• Understand how license changes impact state reporting tasks and ensure the portal is updated accurately.
• Assist filing team and Filing Services clients with obtaining state credentials for newly licensed individuals/entities or for newly launched state portals.
• Manage client outreach to collect state information or advise clients on state requirement changes.
• Leverage CRM tool (HubSpot) to respond to clients and track interactions.
• Update client profiles in response to system releases (E-filing)
• Work independently, take initiative, and collaborate cross-functionally.
• Posses a core understanding of InsCipher portal functions and logic
• Maintain collateral/SOPs to track and organize projects.
• Mentor future-hired Surplus Lines Coordinators

Qualifications

• Bachelor's Degree preferred
• 1 years insurance or surplus lines industry experience required
• 2 years of direct customer service experience
• Skilled in all MS Office Suite applications
• Demonstrated knowledge of project management fundamentals
• Excellent organization and attention to detail