About Brightway

Established in 2008, Brightway is proud to be one of the fastest-growing insurance agency systems in the United States. With over 350 franchises spanning 35+ states and an impressive $1.3 billion in annual premiums, we rank among the nation’s largest privately owned property and casualty insurance distribution companies. We support our agency owners with comprehensive back-office services, marketing resources, and continuous learning and development.

We are embarking on the next stage of our customer-centric growth, driven by innovation from our talented associates and the application of cutting-edge technologies. This growth has opened doors for creative thinkers who thrive in a diverse and collaborative culture. As a Brightway team member, you'll engage in exciting projects that are reshaping the industry, working alongside a dedicated team committed to delivering exceptional customer service and safeguarding our clients' most valuable assets.

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Scope

Under general supervision, the Surplus Lines Advisor provides front-line customer service and support to agents and clients within the Surplus Lines department. As the voice of Brightway, this role is responsible for efficiently and accurately handling service requests while fostering strong business relationships with agents, carrier partners and customers. The ideal candidate is detail-oriented, adaptable and committed to delivering high-quality results in alignment with Brightway’s core values and performance standards.

Job Responsibilities

• Manage and resolve incoming service requests using Brightway systems, including Fusion, MaxAgent, AMS, and others.

• Support agents and customers by handling inbound calls, responding to suspense and case items, and performing outbound follow-up when necessary.

• Ensure timely and accurate resolution of tasks with a focus on quality and productivity, targeting a goal of 4.5 or higher completed items per productive hour, minimum 90% QA average, max productive time of 3.5.

• Follow protocols, maintain professionalism, and utilize proper resources to achieve contact resolution.

• Adhere to scheduled work assignments and manage time effectively to maximize productive hours and minimize unproductive time.

• Demonstrate agility in applying feedback and guidance from leaders to improve performance and maintain service excellence.

• Uphold Brightway’s standards of customer experience, collaboration, and adaptability by embodying the company’s core values.

• Participate in ongoing learning and contribute to a culture of continuous improvement.

• Perform other duties as assigned to support departmental and organizational objectives.

Skills, Licenses, Certifications

• Strong customer service orientation with the ability to deliver satisfaction through efficient, accurate, and professional interactions.

• Excellent communication skills—clear, concise, and effective in both written and verbal formats.

• Ability to apply critical thinking and make sound decisions based on available information and established procedures.

• Demonstrates flexibility and adaptability in a dynamic work environment.

• Self-motivated and accountable; able to manage time, follow schedules, and maintain a high level of productive availability.

• Comfortable working both independently and collaboratively to meet goals.

• Eager to learn, grow, and contribute to a positive team culture.

• Committed to quality outcomes that protect customers and uphold Brightway’s reputation.

Education and Experience

• High school diploma or equivalent

• 0-3 years’ experience in Personal Lines Customer Service or a related field

• Proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)

• Familiarity with Brightway systems and insurance industry concepts.

• Must have 20-44 license

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Equal Employment Opportunity:
Brightway Insurance is committed to creating a diverse and inclusive workplace that values and respects the contributions of all individuals. We are an equal opportunity employer and do not discriminate based on race, color, national origin, sex, age, disability, religion, sexual orientation, gender identity, or any other characteristic protected by applicable law.

We believe that a diverse workforce is essential to our success and fosters innovation, creativity, and collaboration. Our goal is to provide a work environment that is free from discrimination and harassment, where everyone has an equal opportunity to succeed and grow.