Built on meritocracy, our unique company culture rewards self-starters and those who are committed to doing what is best for our customers.
Orchid Insurance, an Arrowhead Intermediaries company, is seeking an Agency Services Supervisor to join our growing team in Tampa, Vero Beach, or remotely.
The Agency Services Supervisor must provide professional support and leadership to the Agency Services Team. They are responsible for ensuring that their teammates are consistently achieving prescribed service, production, and quality goals. The Agency Services Supervisor must drive the objectives set by the Operations Department and Orchid. They must constantly review workflows and system capabilities toward developing innovative solutions and efficient processes. The Agency Services Supervisor is responsible for teammate development and ensures their teammates are properly trained. They will participate in creating and maintaining department training and new hire training. The Agency Services Supervisor will positively represent Orchid with prospective and current customers, all Orchid teammates, and the communities we serve. They must display a high level of emotional intelligence and can appropriately escalate issues and collaborate as needed.
How You Will Contribute:
Resolve customer issues and inquiries promptly.
Motivate, resolve conflict, coach, and develop teammates.
Monitor and assign work based on the volume of phone and processing activity, to optimize staffing.
Ensure service level standards are met for processing and phone calls.
Provide weekly and monthly reporting of team KPI’s, metrics, and work assignments.
Collaborate with Team Lead(s) and other Operations leaders to optimize workflows and workload, including processing, email, chat, phone, and special assignments as needed.
Ensure compliance with state and carrier requirements and documentation standards.
Assist Accounting teammates in finding and correcting carrier discrepancies and reconciliations.
Partners with other departments and agents to resolve issues and address needs.
Support the Compliance team in reviewing documentation and transactions to verify compliance with regulations and respond to complaints or audits.
Audit teammate transactions to ensure accuracy of customer and policy files, including phone call and processing quality.
Create and revise Process Guides for processing tasks, phone calls, chats, emails, and any other work type performed. Conduct & document regular performance feedback sessions with team members.
Coordinate new employee training and the onboarding process.
Supervisor Responsibilities
Ensure that new teammates have proper orientation and onboarding.
Manage teammate performance and development by providing constructive and regular performance reviews.
Handle performance management of teammates in accordance with company policy.
Monitor productivity volume, service standards and accuracy for their teammates and the business that they support.
Implement process improvements and innovation to continually improve the activities that the team supports.
Ensure proper documentation of processes and procedures for all internal functions and services delivered.
Skills & Experience to Be Successful:
An accessible and responsive approach with teammates.
High School diploma or equivalent.
At least 3 plus years of service industry experience.
Experience leading or managing others.
Exhibits high emotional intelligence through active listening, empathy, and adaptability in dynamic team environments. Aptitude to learn multiple computer systems.
Aptitude to learn a large volume of insurance underwriting concepts.
Proficiency with Microsoft Office Package (Excel, Word, Outlook).
Ability to work independently or in a team environment to achieve common goals.
Knowledge of data processing capabilities and procedures.
Preferred Skills and Abilities:
Associates degree or higher.
Typing 50+ wpm.
General knowledge of standard insurance concepts, underwriting practices, and procedures.
Experience using the Salesforce platform.
Actively work towards obtaining relevant certifications and licenses (such as FL 2-20 license or the equivalent non-Florida resident state equivalent Property & Casualty license).
Teammate Benefits & Total Well-Being
We go beyond standard benefits, focusing on the total well-being of our teammates, including:
- Health Benefits: Medical/Rx, Dental, Vision, Life Insurance, Disability Insurance
- Financial Benefits: ESPP; 401k; Student Loan Assistance; Tuition Reimbursement
- Mental Health & Wellness: Free Mental Health & Enhanced Advocacy Services
- Beyond Benefits: Paid Time Off, Holidays, Preferred Partner Discounts and more.
Not 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.
Recruiting Vendor Disclosure Statement
Brown & 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.
The Power To Be Yourself
As 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”.
Skills Required
- High school diploma or equivalent
- At least 3 years of service industry experience
- Experience leading or managing others
- Strong emotional intelligence, including active listening, empathy, and adaptability
- Ability to learn multiple computer systems
- Ability to learn insurance underwriting concepts
- Proficiency with Microsoft Office, including Excel, Word, and Outlook
- Ability to work independently and collaboratively
- Knowledge of data processing capabilities and procedures
- Associate degree or higher
- Typing speed of 50 or more words per minute
- General knowledge of insurance concepts, underwriting practices, and procedures
- Experience using Salesforce
- Progress toward relevant certifications or licenses, such as a Florida 2-20 license or equivalent Property and Casualty license
Brown & Brown Insurance Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Brown & Brown Insurance and has not been reviewed or approved by Brown & Brown Insurance.
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Healthcare Strength — Healthcare offerings are broad, spanning medical/Rx, dental, vision, life, disability, and added programs alongside Lyra access with up to eight no‑cost coaching or therapy sessions for teammates and covered dependents. Breadth extends to fertility/adoption solutions, second‑opinion services, diabetes care, and Medicare advocacy.
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Retirement Support — The 401(k) program includes an employer match up to 4% (100% of the first 3% plus 50% of the next 2%) with immediate vesting. Savings support is positioned as a core element of the total‑rewards package.
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Equity Value & Accessibility — An Employee Stock Purchase Plan is available, and the company emphasizes an ownership mindset with a large share of teammates as shareholders. This creates accessible equity participation alongside retirement savings.
Brown & Brown Insurance Insights
What We Do
Brown & Brown Insurance provides risk management solutions to help protect what our customers value most. Our four business segments offer insurance products and services to businesses and individuals. Our culture is built on integrity, innovation, superior capabilities, and discipline. We view insurance differently and use our experience, carrier relationships, and principled customer focus to deliver first-class service and solutions. Becoming a Brown & Brown teammate introduces you to a career with virtually unlimited possibilities. We think of ourselves as a team, so we have teammates—not employees. We strive to attract people who are competitive, driven, and disciplined. Our unique company culture of meritocracy rewards self-starters and those committed to doing what is best for our customers. We are proud to be certified as a Great Place to Work ®. Brown & Brown has demonstrated a Culture of Caring through dedication to the people and communities we serve. With more than 11,000 teammates in over 300 locations across the US, Canada, Ireland, the UK, Bermuda, and the Cayman Islands, we actively support numerous organizations in the local communities in which we live, work, and play. With a long-standing history of proven success, Brown & Brown is one of the insurance industry’s most powerful and influential leaders, ranked as the fifth-largest brokerage in the US and sixth in the world. You can find us on the NYSE as BRO.
