Business Support Services Supervisor

Location Name NC, Greensboro - 7823 National Service Road
Date Posted
2 months ago(4/1/2020 10:55 AM)
Berkley Key Risk Management
Primary Location

Company Details





In workers compensation, Responsiveness Matters. With over 30 years of expertise and 100% focus on workers compensation, Key Risk works with employers to create solutions specific to their needs. With an innovative approach to workers compensation, we create value through the relationships we develop, businesses we support and people we protect.

Employers who partner with Key Risk are provided dedicated risk management expertise and automatic access to workplace safety resources. In the event of an injury, our claims management approach provides employers with efficient claim handling, jurisdictional expertise and industry-leading results.

Our mission is to deliver innovative and responsive workers compensation solutions that provide our clients the freedom to do what they do best.

The Key Risk difference is Our Team.  Our associates are our greatest resource and define who and what we are, as well as what we can become.  We attract, select and retain people who are experts in their field.  We promote the growth and success of each associate through an ongoing commitment to innovation, continuous improvement and education.



The Business Support Services Supervisor oversees the day to day operations of various areas within Business Support Services, including the Policy Services Representative (PSR) team and associated support functions.  This position is responsible for managing the incoming underwriting call Que, the processing of policy related activities and providing exceptional service to internal and external clients.  This position involves coordinating activity and communicating regularly with internal team members in various offices. 


Principle Responsibilities

  • Responsible for managing policy functions and the timely issuance of new business and renewal policies, cancellations, and endorsements.
  • Maintain department workflows and procedural issues to manage the effective flow of business (new and renewal) through the company while upholding service standards.
  • Create and maintain policies and procedures associated with above responsibilities.
  • Identify and communicate trends, resolve issues and implementing process improvements. 
  • Present information and respond to questions from employees, co-workers and management.
  • Establish SLA’s and staffing levels to meet business requirements.
  • Responsible for overseeing policy related system enhancements and procedures, including new system implementations.
  • Delegate and monitor work assignments, set expectations, inspire and motivate others to perform well and accept feedback from others.
  • Management of team (hiring, establishing goals and objectives for team members, performance management, etc.) and associated Human Resources functions.
  • Responsible for supervising the team that handles new and existing accounts via the call center. 
  • Responsible for employee development including but not limited to systems, procedural, customer service and general working knowledge of insurance. 
  • Provide regular performance feedback; complete written performance reviews.
  • Act as a liason and work with various departments within the organization on resolving policy issues.  
  • Direct relationships with other departments to resolve issues and develop standards of doing business.
  • Work with other departments in order to collect data, map critical processes and participate in forming recommendations for improvements in work product and services.


Other Responsibilities

  • Embrace a culture of Innovation by exhibiting Key Risk’s Innovation Behaviors, and by actively participating in idea submission, experimentation and implementation.
  • Professional Development – Develop job skills through Company training and the pursuit of industry designations
  • Professional Relationships – Develop and maintain strong working relationships with all stakeholders, including insureds, agency partners, NCCI/State Bureau personnel and Key Risk/WRB associates (underwriters, Regional Vice Presidents, auditors, information technology, claims and other WRB companies)
  • Client Service Infusion – support CSI program by promoting and upholding 4 key behaviors
  • Innovation – embrace and demonstrate Innovative behaviors


  • Bachelor degree in business management or finance
  • Supervisor experience - minimum of 2 years of supervisory experience, preferably in the insurance or finance industry.
  • Customer service experience – minimum of 2 years
  • Professional level individual with experience and ability to manage a team.
  • Exceptional organization and multi-tasks skills.
  • Intermediate Microsoft Excel knowledge. Proficiency in basic formulas, formatting and cell referencing.
  • High learning agility; ability to quickly adapt to new technology, including audit tracking software, policy systems, claims systems and business intelligence platforms.
  • Excellent verbal and written communication


Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
Share on your newsfeed

Connect With Us!

Not ready to apply? Connect with us for general consideration.