Position Summary

The Underwriting Support Manager provides leadership and day-to-day oversight of the Processing and Support team, ensuring operational excellence, workflow efficiency, and exceptional service delivery. This role is responsible for hiring, training, coaching, performance management, disciplinary actions, workflow administration, and escalation handling. The Manager assigns and prioritizes work, oversees special projects, identifies and resolves operational challenges, and ensures adherence to company procedures, underwriting guidelines, and applicable state regulations.

The successful candidate will serve as the primary escalation point for complex customer, agent, and operational issues while partnering closely with underwriting leadership, product, executive leadership, and other business units. This position plays a key role in supporting Stillwater's commitment to delivering an exceptional customer and agent experience through accurate, timely, and professional service.

The level of this position (Supervisor or Manager) may be determined based on the candidate's insurance experience, leadership experience, and overall qualifications. This position is based in Jacksonville, Florida.

What You'll Do

Leadership & Team Development

• Provide day-to-day leadership, coaching, mentoring, and guidance to Processing and Support team members.
• Recruit, hire, onboard, train, and develop team members.
• Conduct performance evaluations and provide ongoing feedback and professional development opportunities.
• Address performance concerns and administer corrective action when appropriate.
• Foster a positive, collaborative, accountable, and customer-focused work environment.
• Promote teamwork and support employee engagement and development initiatives.

Workflow & Operational Management

• Monitor, review, and manage work queues to ensure time-sensitive tasks are completed accurately and within established service levels.
• Adjust workloads and assignments to meet operational demands and business priorities.
• Identify workflow challenges, backlogs, and process inefficiencies and implement effective solutions.
• Ensure compliance with company procedures, underwriting guidelines, and regulatory requirements.
• Prepare and analyze operational reports, productivity metrics, and team performance data.
• Complete and oversee departmental projects and process improvement initiatives.

Customer, Agent & Underwriting Support

• Serve as the primary escalation point for complex, unusual, or exception requests that cannot be resolved by team members.
• Assist agents, insureds, team members, and internal business partners with policy inquiries, coverage questions, endorsements, requests, and underwriting issues.
• Respond professionally and promptly to correspondence, emails, phone calls, and chat communications.
• Apply sound judgment and insurance knowledge when evaluating unusual policy requests or risk situations.
• Ensure exceptional service is consistently delivered to both internal and external customers.

Collaboration & Continuous Improvement

• Partner with underwriting leadership, product management, executive leadership, and other departments to support business objectives.
• Work closely with cross-functional teams to ensure Stillwater's book of business consists of acceptable and eligible risks.
• Support process improvement efforts that enhance efficiency, accuracy, and ease of doing business.
• Remain current on company procedures, underwriting guidelines, industry trends, and applicable state regulations.
• Lead and support special projects as assigned.

What We're Looking For

Required Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• Five or more years of Property & Casualty insurance experience.
• Three to five years of supervisory, leadership, or management experience.
• Demonstrated ability to work independently, exercise sound judgment, and meet deadlines.
• Exceptional analytical, problem-solving, and decision-making skills.
• Ability to interpret policy forms, underwriting guidelines, state regulations, reports, procedures, and training materials.
• Strong knowledge of insurance operations and customer service best practices.
• Proficiency with Microsoft Office products, including Excel, Word, Outlook, and other business applications.
• Excellent written and verbal communication skills.
• Strong commitment to quality, accuracy, and customer service excellence.

Knowledge, Skills & Abilities

Successful candidates will demonstrate:

Leadership

• Ability to motivate, coach, and develop employees.
• Confidence in leading teams and influencing positive outcomes.
• Ability to build trust, accountability, and teamwork.

Problem Solving & Decision Making

• Identifies and resolves problems in a timely and effective manner.
• Analyzes information skillfully and develops practical solutions.
• Exercises strong judgment and makes timely, informed decisions.
• Supports and clearly explains decisions when necessary.

Communication

• Communicates clearly and professionally in both verbal and written formats.
• Effectively presents information and responds appropriately to questions.
• Builds productive relationships across all levels of the organization.
• Demonstrates strong listening and interpersonal skills.

Organizational Effectiveness

• Prioritizes competing responsibilities in a fast-paced environment.
• Uses time and resources efficiently.
• Manages multiple priorities while maintaining high-quality standards.
• Demonstrates strong attention to detail and situational awareness.

Professionalism & Accountability

• Maintains composure and professionalism in challenging situations.
• Takes ownership of responsibilities and follows through on commitments.
• Demonstrates reliability, dependability, and accountability.
• Adapts effectively to changing business needs and priorities.

Customer & Team Focus

• Delivers exceptional service to agents, customers, and business partners.
• Promotes collaboration and a positive team environment.
• Supports organizational goals and contributes to team success.
• Demonstrates a commitment to continuous improvement and operational excellence.