Call Center Underwriter II – Commercial Lines

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 II – Commercial Lines is responsible for providing high-level service and underwriting support for a portfolio of small to mid-sized commercial accounts, including select high-profile or complex cases. Core responsibilities include processing policy transactions with underwriting authority, managing endorsement requests, handling certificates of insurance, responding to service inquiries, proactively identifying cross-sell opportunities, and serving as a resource to peers. This role emphasizes technical accuracy, strong communication skills, and a proactive, team-focused approach in delivering exceptional client service. Key Responsibilities: Underwrite and process commercial lines endorsements within assigned authority levels, ensuring compliance with underwriting guidelines. Review and manage complex and high-profile accounts, demonstrating advanced knowledge of commercial coverages and risk evaluation. Issue accurate and timely certificates of insurance and endorsements in accordance with client-specific and regulatory requirements. Provide expert-level service by responding to policyholder and agent inquiries via phone and email, with attention to detail and resolution follow-through. Manage workflow from tasks indexed via email and phone calls, maintaining a timely and organized approach to documentation and follow-up. Support proactive policy renewals by reviewing account history and identifying opportunities to adjust coverage or add value. Collaborate with cross-functional teams to identify and act on opportunities for cross-selling additional lines of coverage. Take a lead role in assisting and mentoring peers, offering training support, process clarification, and sharing of best practices as needed. Serve as a go-to resource for escalated service issues, demonstrating sound judgment and customer-centric problem-solving. Support quality control initiatives by identifying process inefficiencies, recommending improvements, and assisting with audits when required. Actively contribute to maintaining client satisfaction scores and service level agreements (SLAs). Required Skills & Qualifications: Active Property & Casualty Insurance License required; must be able to obtain licensing in all 50 states. Comprehensive understanding of commercial lines insurance products and risk assessment. Proven ability to handle more complex or high-exposure accounts with minimal supervision. Strong verbal and written communication skills with a customer-first mindset. High degree of accuracy and attention to detail in processing and documentation. Proficient in agency management systems (e.g., EZLynx) and CRM platforms. Able to lead by example and provide informal peer coaching and support. Education & Experience: Associate or bachelor’s degree preferred. 3–5 years of experience in commercial lines underwriting or servicing with increasing responsibility. Previous experience working on mid-sized to complex commercial accounts highly desirable. Call center or high-volume service environment experience is a plus. Work Environment & Physical Requirements: Remote work schedule, with flexibility to support extended hours up to 8:00 PM ET. Requires prolonged periods of sitting and use of a computer. Occasional lifting of up to 10 lbs. Frequent phone communication with agents and policyholders; ability to manage multiple systems and inquiries simultaneously. Disclaimer: This job description is not intended to be an exhaustive list of duties or responsibilities. Duties and responsibilities may change with or without notice based on business needs. 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 Days, 12 Paid Holidays, Two Paid Days for Volunteer Service, Paid Parental Leave Short and Long-Term Disability Employee Support Programs, Including Mental Health Tuition Reimbursement Matching Charitable Gift Program Lucrative Referral Program Commuter Benefits Flexibility: Remote and Hybrid Opportunities Available This position is not able to be performed in California, Colorado, New York or Washington. EEO Team Focus Insurance Group is an equal opportunity employer that does not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, veteran status, marital status, or any other protected characteristic. Our hiring practices ensure that all qualified applicants receive fair consideration without regard to these characteristics. Disability Team Focus Insurance Group is committed to creating an inclusive and accessible workplace for all candidates, including those with disabilities. We are dedicated to ensuring equal employment opportunities and providing reasonable accommodations to qualified individuals with disabilities. If you require reasonable accommodations to participate in the application or interview process, please contact our HR department at [email protected]. We will work with you to provide the necessary accommodations to ensure your full participation in our hiring process. Note to applicant: It is unlawful in Massachusetts and Maryland to require or administer a lie detector test as a condition of employment or continued employment. Please know that our company does not use lie detector tests in our hiring process. Apply To This Job