Service Processing Lead, Commercial Lines Support

Role Summary
Provide day to day back-office support for commercial lines account managers by managing certificate requests, policy checking, accurate data entry, and time sensitive follow ups including audits and cancellation prevention. The role reduces administrative workload so U.S. based CSRs and account managers can focus on client conversations and higher value work.

Primary Responsibilities

• Certificate of Insurance Support
  a. Triage certificate requests from inbox or ticket queue
  b. Confirm insured, holder, holder address, required wording, and special instructions
  c. Request certificates from carriers or generate certificates only when permitted by agency process and authority
  d. Track status, follow up, and deliver certificates using approved templates
  e. Maintain a simple log or task record for turnaround time and completion

• Policy Checking and Data Accuracy
  a. Verify policy details against carrier documents and endorsements
  b. Enter and update policy data accurately in the agency management system for renewals, changes, and endorsements
  c. Maintain clean file naming, indexing, and document attachment standards

• Audits and Compliance Follow Up
  a. Track audits due, audits received, and outstanding audit requests
  b. Follow up with insureds and carriers for audit completion using approved templates
  c. Monitor and escalate audit related cancellation warnings and non-compliant audit cancellations

• Cancellations and Non-Pay Prevention
  a. Monitor non pay notices and pending cancellations
  b. Send reminders and follow ups based on agency timing rules and templates
  c. Document actions taken and escalate urgent items to the assigned account manager

• Inbox Management and Workflow Support
  a. Support shared inbox delegation by sorting, routing, and filing items
  b. Flag items requiring U.S. team review and escalate as needed
  c. Use standardized templates for certificates, audit follow ups, payment follow ups, and status checks
  d. Maintain clear activity notes in the agency management system for visibility and continuity
• Claims Status Support, If Assigned
  a. Send claims status requests and follow up for updates using approved templates
  b. Record responses and next steps in the system and notify the assigned account manager

• Quality Assurance
  a. Perform periodic self checks of entries and attachments for completeness and accuracy
  b. Follow E and O minded documentation standards and participate in corrective actions as needed

Required Skills and Attributes

1. Strong attention to detail and process discipline
2. Clear written communication and consistent use of templates
3. Self-starter who can learn workflows quickly and ask clarifying questions when needed
4. Comfort managing shared inboxes and task queues
5. Ability to manage deadlines and repetitive follow ups without dropping items