Policy Administration Team Lead

Policy Administration Team Lead Melbourne, FL Job Details Full-time 1 day ago Benefits Opportunities for advancement Qualifications Employee onboarding Underwriting Phone communication Handling customer inquiries Databases Property & Casualty License High school diploma or GED Team development Key Performance Indicators Supervising experience Continuous improvement Team management Decision making Mentoring Productivity software Senior level Onboarding process management Escalation handling Communication skills Technical Proficiency Overseeing training Staff development Full Job Description At Orion180, we don't just stand out for what we do; we shine because of how we do it. Our mission is to deliver an exceptional insurance experience through innovative technology, unparalleled customer service, and a comprehensive suite of products. Our vision is to be the premier global provider of insurance solutions and redefine the insurance industry. Orion180 is proud to call two vibrant cities home. Our headquarters on Florida's stunning Space Coast in Melbourne offers an exceptional quality of life, with affordable housing, excellent transportation, and close proximity to major cities like Orlando, Tampa, and Miami. Our Irving, Texas, location places us in a dynamic center of culture, business, and entertainment, keeping us deeply connected to innovation and growth.

WHO WE ARE

At Orion180, we don't just stand out for what we do, we shine because of how we do it. By integrating cutting-edge, proprietary technology, innovative solutions, and compassion for serving our customers, we are redefining the insurance experience. Our vision is to be the global premier provider of insurance solutions. Our mission is to deliver an exceptional insurance experience through innovative technology, unparalleled customer service, and a comprehensive suite of products. Orion180 is proud to call two vibrant cities home. Our headquarters on Florida's stunning Space Coast in Melbourne offers an exceptional quality of life, with affordable housing, excellent transportation, and close proximity to major cities like Orlando, Tampa, and Miami. Our Irving, Texas location places us in a dynamic center of culture, business, and entertainment, keeping us deeply connected to innovation and growth.

POLICY ADMINISTRATION SPECIALIST - TEAM LEAD

The Policy Administration (PA) Team is responsible for supporting the full policy lifecycle by managing coverage updates, endorsements, inspections, and customer service functions. This team member ensures accuracy and compliance with state-specific guidelines and company standards, while providing excellent customer service to agents and policyholders. As Team Lead, you will be responsible for training, supervising, and tracking staff performance, while continuing to help with PA work.

WHAT YOU'LL DO

Team Leadership & Coaching:

Supervise, mentor and support a team of Policy Administration Specialists, monitor daily performance, provide real-time feedback, and conduct regular 1:1 meetings, assist with onboarding and training new team members, act as a point of escalation for complex customer issues, promote professionalism and a positive team culture, and encourage collaboration, lead with a solution-oriented mindset.

Reporting and Continuous Improvement:

Track team metrics and report performance trends, provide input on process improvements and help implement best practices, contribute to the development of knowledge base content and customer self-service tools. Continue to

Provide Exceptional Customer Experiences:

Support and empower agents and policyholders, research solutions, maintain privacy and security, apply multiple underwriting guides and manuals effectively, make decisions on insurance risks based on completed inspections, handle acceptable risks through our system and prepare necessary documents for those that are not, manage emails and phone calls from agents and policyholders with professionalism.

WHAT WE'RE LOOKING FOR

Education:

High school diploma or GED required; must be at least 18 years old.

Experience:

At least one year of employment in personal lines insurance. Prior supervisory experience. Demonstrable experience in training, coaching, and skill-building.

Licensing:

Valid Property and Casualty License.

Skills:

Strong knowledge in technology; excellent attention to detail, multi-tasking, and customer service skills. Strong communication skills, analytical thinking, and decision-making abilities.

Technical Proficiency:

Proficient in Microsoft Office software. Understanding of KPI metric tools. Prior use of insurance databases.

Personal Attributes:

Professional demeanor and the ability to build positive relationships with team members, policyholders, and agents. Reliable and punctual with excellent attendance. Self-motivated with a strong desire for continuous learning and growth.

PHYSICAL DEMANDS

Regularly required to sit, stand, and walk, including the use of stairs. Ability to communicate with others, lift light objects (