Underwriting / Customer Service Innovation Lead

Job Description

Company Description :

Commonwealth Casualty Company was founded in 2010 with a commitment to provide affordable insurance to everyone in the community. We continuously improve our products and services to deliver innovative, customized solutions tailored to each client's unique needs. Offering a full suite of affordable products, including homeowners, renters, auto insurance, and roadside assistance, our professionals work to create the best package for each customer. We also offer a variety of discounts to help clients save on insurance.

About the Role :

We’re an Arizona-based insurance carrier in central Phoenix looking for someone to help elevate the underwriting and customer service experience . This is a leadership role focused on driving change. You’ll spearhead automation and AI adoption, streamline workflows, and create efficiency across underwriting and call center operations.

What You’ll Do :

• Identify and automate repetitive underwriting tasks.
• Test and implement AI tools (OCR, RPA, decision engines, etc.).
• Redesign underwriting processes for efficiency and speed.
• Review and optimize call center operations
• Initiate Work force management procedures and policies
• Translate business needs into technical requirements for IT and vendors.
• Train and support underwriters / quality assurance and CSRs through adoption of new tools.
• Ensure automation aligns with compliance and regulatory standards.
• Deliver data insights and dashboards to leadership.
• Spearhead efforts related to AI-based customer engagement and support
• Comfortable with technology (AI, automation, software systems, requirements gathering, insurance systems)
• Proven experience in change management in a multi-disciplinary environment with multiple stakeholders

What We’re Looking For :

Experience Preferred :

Why Join Us :