• Maintain and Update Service Manuals
• Issue Resolution: Address and resolve issues related to Issue Quick processes, including indications, quotes, endorsements, renewals, policy issuance, and billing
• Answer questions from retailers
• Provide prompt and courteous service to all agents and brokers
• Manage the IssueQuick Salesforce case queue and the IQ Service Team email inbox.
• Escalate unresolved issues to the IT project team.
• Triage and organize the IssueQuick service inbox
• Redirect agents to the appropriate business unit, insurance expert, or product team when risks do not fit the platform.
• Facilitate agency onboarding by checking and verifying documentation (W9, E&O, and State License)
• Document recurring issues and make recommendations to improve the platform, optimizing workflows and the user interface
• Train new service team members
• Respond to all customer correspondence, including phone calls, emails, and chats

• 2+ years of administrative experience preferred
• High school diploma or equivalent required; some college coursework or degree preferred.
• Proficiency in using customer service software, such as Salesforce, and other relevant tools
• Excellent time management skills and the ability to prioritize work
• Attention to detail and problem solving skills
• Excellent written and verbal communication skills
• Strong organizational skills with the ability to multi-task

• Familiarity with insurance products and processes is beneficial.

Compensation Package:

• Health benefits & 401K with employer match
• Paid vacation, sick time, and holidays
• Flexible and hybrid work options
• Employer paid professional development, including continuing education courses, designations, certification, and licenses
• Opportunities for career advancement

Burns & Wilcox, the flagship organization of H.W. Kaufman Group, is North America’s leading wholesale insurance broker and underwriting manager. Burns & Wilcox offers wide ranging and comprehensive solutions to serve retail insurance brokers and agents of all sizes, from the large houses to the more than 30,000 independent brokers and agents worldwide. Fueled by its freedom from Wall Street and private equity, Burns & Wilcox is a privately owned company whose standards of service, depth of market relationships and outstanding talent are unsurpassed in the specialty insurance sector.

Equal Opportunity Employer

The H.W. Kaufman Group of companies is an equal opportunity employer. All employment decisions are based on business needs, job requirements and individual qualifications, without regard to race, color, religion, gender, gender identity, age, national origin, disability, veteran status, marital status, sexual orientation, genetic information or any other status or condition protected by the laws or regulations in the locations where we operate.