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.
The Underwriter Associate CL - I provide high-quality, concierge-level service to insureds and agents by managing various servicing functions across small to mid-sized commercial accounts. The role is responsible for handling incoming calls and tasks both including service requests, renewals, billings, cancellations, setting up new business, and providing timely communication and updates to all clients. The Underwriter Associate CL-I plays a vital role in delivering accurate and efficient support across the policy lifecycle, while ensuring service standards and regulatory compliance are met.
Customer & Agent Servicing (Calls, Emails, and Tasks) 40%
Receive incoming phone calls and service tasks related to:
Policy document requests, Billing inquiries, Renewal reviews, Claims, Cancellation inquiries, and Reinstatement inquiries
Communicate professionally with insureds, agents, and underwriters
Confirm binding of policy renewals
Provide billing and task updates
Review potential cancellations and policy status
Answer general coverage questions
Support agents by preparing documents and handling service requests on their behalf
Policy Processing & Account Management 35%
Locate new or renewal policies in the system, review for accuracy, and ensure timely delivery to policyholders.
Set up accounts in agency systems and process FNOS (First Notice of Service) and FNOS Renewal tasks accurately.
Maintain proper documentation and tracking of all servicing tasks.
Follow up on outstanding items to ensure all requests are resolved within established timelines.
Retention & Renewal Support 15%
Review policy expirations in advance of renewal dates and ensure timely communication with underwriters and clients.
Process insured-requested cancellations and conduct “White Glove” pre-cancellation outreach to retain business and mitigate risk.
Provide support in identifying and assisting with issues in new line quote submissions.
Claims Intake & Coordination 10%
Intake claim information from insureds and initiate the reporting process with the carrier.
Ensure all claim-related activities are documented and communicated promptly to the appropriate parties.
Participates as a member of the Service Center Flex Team; can expect to be cross-trained in other units/areas and should be prepared to assist with workload in those areas throughout the workday as business needs require.
Experience:
Basic customer service experience and/or insurance experience.
Prior call center or high-volume customer service experience is a plus.
Technical Skills:
Proficient in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).
Experience with agency management systems such as EZLynx or similar platforms.
Ability to operate office equipment: scanners, copiers, fax machines, calculators.
Why join the FOCUS Team?
The FOCUS Difference:
Medical, Dental, Vision, Life, Pet; Flexible Spending Account
Competitive Salaries
401K Match
Work-Life Balance: Personal Days, PTO…