The opportunity
At Gusto, we're on a mission to grow the small business economy. We handle the hard stuff — payroll, health insurance, 401(k)s, and HR — so owners can focus on their craft and their customers.
What you'll do
Own daily servicing of the assigned book: endorsements, certificates of insurance, coverage questions, premium audits, billing disputes, cancellations, reinstatements, and renewals.
Accountable for outcomes connected to Business Insurance customers.
Serve as the liaison between insureds, carriers, and our licensed producers —: explaining coverage, exclusions, and exposures in plain language.
Run proactive outreach using payroll data a traditional agency doesn't have:: catching FEIN mismatches, new-state hires, and class code drift before they become coverage gaps.
Work the pending cancellation and non-pay queue: find out what's actually driving each cancellation, fix what's fixable, and secure reinstatement or replacement coverage.
Handle claims intake and status reporting, and coordinate hand-offs to the carrier's adjusting team.
What they're looking for
- Document every recurring case as a product spec, partnering with product and: engineering to automate certificate generation, endorsement submission, and intake triage — using AI tools daily for drafting, summarization, and triage.
- Write the SOPs, escalation paths, and service standards for the team
- + years of commercial lines service experience at an independent agency,: brokerage, or carrier, servicing small commercial accounts end to end.
- Workers' Compensation depth: class codes, experience modifiers, premium audits, and state-specific requirements. Pay-as-you-go WC experience is a strong plus.
