Service Operations Associate - Phoenix

Service Operations Associate is responsible for managing and fulfilling insurance policy lifecycle cases while providing excellent client care. This role will execute all Standard Operating Procedures (SOPs) outlined in Embroker's Operations Manual while supporting various operations teams including Customer Success, Sales, Underwriting, and Compliance. This role requires strong attention to detail, highly accurate data entry skills, a friendly and approachable attitude, and a bias to action for rapidly responding and successfully closing the loop on all open service cases. 

This is a primarily remote role with two weeks of training in a local office.  Candidates should anticipate ongoing in office team meetings and/or regular monthly training.

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Job Duties

• Conduct policy administration tasks, including processing policy changes, endorsements, renewals, and carrier notices; generating and managing insurance documents; and reviewing premiums, commissions, fees, and related policy information for accuracy
• Respond to clients, partners, carriers, and internal inquiries clearly and professionally via phone, email, or chat
• Manage client support cases efficiently, ensuring all requests are tracked, resolved, and closed promptly  
• Coordinate with insurance carriers and underwriters to obtain quotes, documentation, and resolve issues
• Support billing and payment processes, including addressing questions, entering data, and assisting with audits or collections 
• Support compliance processes, including audits and surplus lines filing
• Ensure all activities comply with company policies and regulatory standards
• Perform other duties as assigned 

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Qualifications

• High school diploma or equivalent required; college degree or relevant insurance coursework is a plus.
• Customer service or administrative experience preferred (including internships, part-time roles, or volunteer work); experience in commercial insurance is a bonus.
• Strong written and verbal communication and interpersonal skills
• Comfortable using G-Mail, Google Docs & Sheets,or Microsoft Office; experience with Salesforce and Adobe Acrobat is a plus
• Excellent organizational and time-management skills
• Ability to work independently and collaboratively as part of a team
• Detail-oriented, proactive, and able to follow established processes
• Basic knowledge of insurance products and terminology is preferred but not required
• Prolonged periods of time sitting at a desk and working on a computer
• Ability to work cross-culturally on a global team
• Ability to perform effectively in a remote work environment