Operations Specialist

Job Description

Job Description

About ECBM

ECBM is a distinguished, family-owned and privately-operated insurance brokerage and consulting firm that has served clients for over 50 years. Based in Media, PA, with additional Pennsylvania locations, our sole mission is to serve our clients and employees-not shareholders-ensuring a transparent and client-first approach.

We specialize in complex insurance solutions across Commercial Lines, Workers' Compensation, Employee Benefits, and Cyber Liability. ECBM operates on core values of Empathy, Loyalty, Accountability, Tenacity and Energy , which drives our team to provide the highest level of service and problem-solving for client challenges. We are proud to have been a Best Place to Work in Insurance recipient for eight consecutive years.

The Role

The Operations Specialist is an execution-focused role integral to achieving operational excellence, quality control, and streamlined service delivery across ECBM's business units. This position supports the Director of Operations by driving the implementation of efficiency initiatives and ensuring the accurate, timely execution of core brokerage workflows. The Specialist acts as a critical link between the brokerage, service teams, vendors and technology systems, ensuring adherence to internal procedures and regulatory compliance standards.

Key Responsibilities

1. Process Execution and Quality Control

• Daily Workflow Management: Execute and monitor routine operational processes, including daily policy download monitoring, exception reporting, and troubleshooting system issues to maintain continuous workflow.
• Quality Assurance: Perform systematic quality control (QC) checks on policy issuance, client documentation, and internal records to ensure data accuracy and adherence to ECBM's standards.
• Compliance Support: Support efforts to ensure operational procedures comply with all regulatory requirements and internal policy/procedure documents, including assisting with the maintenance of the procedure/how-to manual.

2. Operational Improvement and Technology

• Documentation: Draft, maintain, and update Standard Operating Procedures (SOPs), job aids, and procedural guides for operational workflows, contributing to a comprehensive knowledge base.
• Implementation Assistance: Assist the Director of Operations in implementing new or improved workflows, technology rollouts, and automation utilization to enhance efficiency and service quality.
• Interdepartmental Coordination: Strengthen collaboration between all of ECBM's various departments to optimize the overall organizational goals.

3. Special Projects and M&A Support

• Reporting: Create, update, and manage operational reports, project spreadsheets, and data analytics used for performance monitoring.
• Integration Support: Assist in data coordination, file maintenance, and systems transition related to potential acquisitions (M&A activity), ensuring seamless transition of client service and data.
• Vendor and Stakeholder Liaison: Act as a key internal liaison for operational vendors, managing inquiries and ensuring vendors meet contractual obligations and service goals.

Qualifications and Experience

• Education: Bachelor's Degree required.
• Experience: Minimum of 5-7 years of progressive experience in an operational, client service, or technical role within the commercial insurance industry (brokerage or carrier setting preferred).
• Property & casualty license preferred.
• Technical Acumen: Proven proficiency with agency management systems and advanced capability in Microsoft Office Suite.
• Skills:
• Exceptional attention to detail and organizational skills, with a focus on accuracy in data management and documentation.
• Strong analytical and problem-solving skills, with a desire to proactively identify and resolve operational bottlenecks.
• Excellent written and verbal communication skills, necessary for effective internal/external coordination and documentation.

Benefits

ECBM offers a competitive total rewards package, reflecting our commitment to our employees:

• Competitive Pay
• Health and Welfare Programs Including Medical, Dental, and Vision Insurance
• Retirement and Income Protection Programs, including a 401k plan
• Work/Life Balance Including PTO and Holidays
• Career Advancement Opportunities