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Insurance Process and Client Support Manager
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Proof of Insurance Advisory Manager
Overview
Lead and oversee the Proof of Insurance Advisory team to ensure the efficient, accurate, and compliant management of proof of insurance processes for complex client programs. Drive superior client service delivery, regulatory adherence, and operational excellence while fostering collaboration among brokers, clients, carriers, vendors, lenders, and internal departments.
Key Responsibilities
- Supervise daily operations of the Proof of Insurance Advisor team, ensuring timely preparation, verification, and issuance of Certificates of Insurance (COIs), Auto ID cards (digital and physical), and other regulatory or lender-required proof of coverage.
- Monitor team performance against KPIs such as client satisfaction, issuance accuracy, response times, and expiration management; implement corrective actions and process improvements as needed.
- Provide coaching, training, and development to advisors on COI/Auto ID requirements, best practices, compliance standards, and client service excellence.
- Serve as the escalation point for complex client issues, disputes, and discrepancies, coordinating with underwriting, billing, policy administration, and external partners to resolve matters efficiently.
- Maintain and enhance templates, standard language, compliance checklists, and audit procedures to ensure consistency and regulatory compliance across all proof of insurance documents.
- Collaborate with cross-functional teams to streamline workflows, integrate automated COI generation tools, and leverage e-signature platforms to improve operational efficiency.
- Lead communication efforts to proactively manage client and broker expectations, providing clear, empathetic guidance and status updates.
- Ensure thorough documentation and audit trails for all proof-of-insurance transactions and support compliance audits with minimal findings.
- Stay informed on industry trends, regulatory changes, and market practices affecting proof of insurance and client service, disseminating relevant updates to the team.
- Foster a positive team environment that encourages high-quality service, accuracy, risk awareness, and continuous improvement.
Required Skills and Qualifications
- Bachelor's degree preferred.
- 5+ years of experience in a supervisory or leadership role.
- English proficiency is necessary; all CV's must be in English otherwise the application will not be considered.
Preferred Qualifications
- Strong knowledge of auto insurance policies, coverages, endorsements, COI formats, lender/client requirements, and regulatory standards (e.g., ACORD).
- Proficiency with policy administration systems, CRM platforms, MS Office (Excel), and digital COI/e-delivery tools.
- Exceptional leadership, communication, and interpersonal skills with the ability to manage and motivate a team.
- Demonstrated ability to handle high-volume, complex requests with accuracy and composure.
- Strong organizational, multi-tasking, and problem-solving capabilities with keen attention to detail.
- Experience interfacing with lenders and managing project-specific COI requirements preferred.
- Familiarity with automated COI generation and e-signature technologies is a plus.
Performance Indicators (KPIs)
- Team client satisfaction scores related to proof of insurance requests.
- Broker relationship health metrics including response time and issue resolution quality.
- Number of discrepancies detected and resolved monthly.
- Expiration management effectiveness (renewals issued before expiration).
- Compliance audit pass rate with minimal findings.
- Training completion rates and effectiveness of knowledge transfer within the team.
