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Key Responsibilities and Required Skills for Underwriting Workflow Coordinator

💰 $ - $

InsuranceUnderwritingOperationsRisk Management

🎯 Role Definition

The Underwriting Workflow Coordinator is responsible for managing and optimizing the end-to-end underwriting intake and processing pipeline. This role ensures timely case assignment, accurate data capture, SLA adherence, and smooth coordination between producers, underwriters, operations, and support teams. The Coordinator acts as the central point of contact for workflow exceptions, reporting, system updates and continuous process improvements to increase throughput and reduce cycle time.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Underwriting Assistant / Underwriting Technician
  • Policy Administrator or Policy Processing Clerk
  • Customer Service Representative in Insurance

Advancement To:

  • Senior Underwriting Workflow Coordinator / Team Lead
  • Underwriting Operations Manager
  • Underwriting Manager or Technical Underwriter
  • Business Analyst (Underwriting Systems)

Lateral Moves:

  • Policy Administration Specialist
  • Account/Client Services Manager
  • Operations Analyst or Process Improvement Specialist

Core Responsibilities

Primary Functions

  • Oversee the end-to-end underwriting workflow by triaging incoming submissions, prioritizing cases by risk, premium and SLA, and routing files to the appropriate underwriter or specialty team to ensure timely handling and decisioning.
  • Maintain daily control of the underwriting pipeline by tracking open files, monitoring SLA and turnaround times, identifying bottlenecks, and reallocating workload to meet production targets and service level agreements.
  • Assign and reassign cases using formal routing rules and manual judgment aligned with underwriter capacity, appetite, and special expertise; document assignment rationale and maintain an auditable case log.
  • Serve as the central coordinator between producers/agents, underwriters, claims, actuarial and policy administration to gather missing information, collect required documents, and clear underwriting conditions to avoid issuance delays.
  • Ensure accurate and consistent data entry into policy administration systems (e.g., AMS360, Duck Creek, Guidewire, PolicyCenter) including applicant details, coverage lines, limits, endorsements and binder details to support clean policy issuance.
  • Review submissions for completeness and underwriting acceptance criteria, flagging referrals and complex exposures to senior underwriters while processing standard risks through established workflows.
  • Prepare, validate and deliver daily, weekly and monthly KPI and operational reports (e.g., cycle time, backlog, adjudication rates, hit ratio) for underwriting leadership and continuous performance monitoring.
  • Manage email intake queues, submission portals and ticketing systems (Jira, ServiceNow) to ensure timely response to broker inquiries and proper logging of every request and update.
  • Coordinate renewals and mid-term endorsements by tracking renewal files, preparing renewal reminders and deadline escalations and ensuring required documentation is obtained prior to renewal underwriting.
  • Process policy binders, temporary cover notes and endorsements according to delegated authority and checking accuracy of premium, coverage wording and effective dates before issuance.
  • Implement and maintain standard operating procedures (SOPs), intake checklists and triage matrices; document process flows and update playbooks to reflect system changes and best practices.
  • Facilitate underwriting exception and referral handling, ensuring that escalation paths are followed, referral memos are complete, and decision timelines are met.
  • Conduct quality control reviews and sample audits of underwriting files to ensure compliance with internal guidelines, regulatory requirements and audit readiness.
  • Coordinate new product rollouts, underwriting rule updates and system configuration changes by partnering with product, underwriting, IT and QA teams; participate in UAT, regression testing and cutover activities.
  • Reconcile underwriting actions with accounting and premium processing teams to verify endorsements, cancellations, and premium adjustments are reflected accurately in billing and receivables.
  • Support reinsurance placement and facultative referrals by preparing submission packages, tracking reinsurer responses and ensuring timely documentation for treaty and facultative handling.
  • Manage third-party vendor interactions for inspections, loss control, background checks and premium audits; schedule and track third-party deliverables to close underwriting conditions.
  • Train new and existing underwriting support staff on workflow tools, policy systems, escalation procedures and best practices to ensure consistent execution across the team.
  • Drive process improvement initiatives by analyzing workflow metrics, identifying opportunity areas (e.g., automation, straight-through processing), and implementing pilot solutions to increase efficiency and reduce manual touchpoints.
  • Maintain up-to-date knowledge of state regulatory requirements, NAIC guidance and carrier-specific compliance rules; ensure underwriting workflows meet regulatory obligations and data privacy standards.
  • Serve as the daily point of contact for production issues, system outages or process disruptions — document incidents, communicate status to stakeholders and coordinate remediation with IT and operations teams.
  • Prepare and present process performance summaries and recommendations to underwriting leadership, enabling data-driven decisions to optimize capacity and resource allocation.

Secondary Functions

  • Support ad-hoc data requests and exploratory data analysis.
  • Contribute to the organization's data strategy and roadmap.
  • Collaborate with business units to translate data needs into engineering requirements.
  • Participate in sprint planning and agile ceremonies within the data engineering team.
  • Assist in project coordination for system upgrades and cross-functional process redesigns.
  • Participate in periodic internal control testing and external audit support for underwriting processes.
  • Help maintain training materials, job aids, and knowledge base articles for workflow tools and systems.

Required Skills & Competencies

Hard Skills (Technical)

  • Deep understanding of insurance underwriting processes, including commercial and personal lines workflow, policy issuance, renewals and endorsements.
  • Hands-on experience with policy administration systems such as AMS360, Guidewire PolicyCenter, Duck Creek or equivalent.
  • Strong proficiency in Microsoft Excel (pivot tables, VLOOKUP/XLOOKUP, data cleaning, basic macros) for KPI reporting and trend analysis.
  • Familiarity with CRM and producer management systems (Salesforce, Applied TAM) and intake portals.
  • Experience with workflow and ticketing platforms (Jira, ServiceNow, SharePoint) for case routing and SLA tracking.
  • Basic SQL or reporting skills to extract, transform and analyze case data for operational reporting.
  • Practical knowledge of document management and e-signature tools (DocuSign, Laserfiche, OnBase).
  • Experience producing operational dashboards using Power BI, Tableau or similar BI tools.
  • Understanding of compliance, regulatory filing processes and documentation requirements across states and lines of business.
  • Experience with quality assurance, audit sampling and process control documentation in an underwriting or insurance operations environment.

Soft Skills

  • Exceptional organizational skills with an ability to manage competing priorities and a high-volume workload while meeting tight deadlines.
  • Clear and professional verbal and written communication skills for cross-functional collaboration with brokers, underwriters and executive stakeholders.
  • Strong attention to detail and commitment to accuracy to prevent policy errors and financial exposure.
  • Problem-solving mindset with a continuous improvement orientation; comfortable recommending and implementing process changes.
  • High level of accountability and ownership; reliable in escalating issues and driving them to resolution.
  • Customer service orientation and ability to handle sensitive or escalated broker/producer interactions with tact.
  • Adaptability to system changes, process redesigns and evolving business rules.
  • Team player who can train, mentor and support junior staff and foster knowledge sharing.
  • Analytical mindset with the ability to translate data into actionable insights.
  • Time management and prioritization skills to maintain throughput and reduce backlog.

Education & Experience

Educational Background

Minimum Education:

  • Associate degree in Business, Insurance, Finance, or related field; OR equivalent work experience in underwriting operations.

Preferred Education:

  • Bachelor's degree in Business Administration, Finance, Risk Management, Insurance, or Information Systems.

Relevant Fields of Study:

  • Business Administration
  • Finance
  • Risk Management / Insurance
  • Information Systems / IT
  • Operations Management

Experience Requirements

Typical Experience Range: 2–5 years of experience in underwriting support, policy administration, insurance operations, or related roles.

Preferred:

  • 3+ years supporting underwriting teams or managing underwriting workflows in a carrier, MGA, or broker environment.
  • Demonstrated experience with one or more policy administration systems (AMS360, Guidewire, Duck Creek) and operational reporting tools.
  • Proven track record of managing SLA-driven workflows, process documentation, and cross-functional coordination.
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