Company Overview
FOCUS provides cloud-based, core administration solutions (FOCUS Tech) and services (FOCUS Insurance Services) for P&C insurance companies and MGAs. Using decades of industry experience, FOCUS is taking the risk out of insurtech for small, mid-size, and growth-focused insurance organizations.
When you join FOCUS, you immediately become one of our most valued components – and we’re committed to investing in you. That means you can look beyond the paycheck and excellent benefits to an environment that will help you grow and achieve your professional goals through development and advancement opportunities and the support of our outstanding leaders and teammates.
About FOCUS
FOCUS provides cloud-based, core administration solutions (FOCUS Tech) and services (FOCUS Insurance Services) for P&C insurance companies and MGAs. Using decades of industry experience, FOCUS is taking the risk out of insurtech for small, mid-size, and growth-focused insurance organizations.
When you join FOCUS, you immediately become one of our most valued components – and we’re committed to investing in you. That means you can look beyond the paycheck and excellent benefits to an environment that will help you grow and achieve your professional goals through development and advancement opportunities and the support of our outstanding leaders and teammates.
Position Objective
The Underwriter Associate CL-I provides high-quality, concierge-level service to insureds and agents by managing and multi-tasking across a broad range of servicing functions for workers’ compensation accounts, including complex billing matters, payroll adjustments, audit payment plans, and the coordination of loss runs and experience modification factors. This role handles a high volume of incoming calls, emails, and chats related to policy servicing, renewals, billing inquiries, cancellations, audits, and account maintenance, while effectively prioritizing multiple requests simultaneously. The Underwriter Associate CL-I plays a critical role in supporting the full policy lifecycle by delivering timely, accurate communication, maintaining regulatory compliance, and ensuring operational efficiency and service quality standards are consistently met.
Description
Customer & Agent Servicing (Calls, Emails, and Chats)
Receive and manage a high volume of incoming calls, emails, chats, and service tasks related to workers’ compensation policies, including:
Policy document and endorsement requests
Complex billing inquiries and audit-related questions
Renewal reviews and policy status updates
Claims inquiries by directing customers to the appropriate claims resources and adjuster contacts
Cancellation and reinstatement inquiries
Communicate professionally and effectively with insureds, agents, and underwriting partners to:
Confirm renewal processing and binding status
Provide timely billing, audit, and service request updates
Review potential cancellations and explain policy status
Address general workers’ compensation coverage questions within authority
Support agents by preparing policy documentation, coordinating service requests, and managing service needs for both voluntary and assigned risk policies, ensuring a consistent, high-quality customer and agent experience.
Policy Processing & Account Management
Process and manage workers’ compensation policies, including new business, renewals, voluntary, and assigned risk accounts, ensuring accuracy, completeness, and timely delivery to policyholders and agents.
Review policy information for correctness, including payroll, classifications, billing setup, and endorsements, and resolve discrepancies as needed.
Maintain thorough and compliant documentation of all servicing activity, ensuring clear audit trails and adherence to regulatory and service standards.
Proactively follow up on outstanding items, coordinating across teams as needed to ensure all service requests are resolved within established timelines while effectively…