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Salary: USD 83,265 - 102,000 / annual
Gusto is building its own Property & Casualty insurance agency, transitioning from a third-party referral model to a first-party, payroll-integrated experience for small businesses. You will be the first licensed account manager inside the company, establishing the foundation of the service function.
Day-to-day responsibilities include:
- Own daily servicing of the assigned book: endorsements, certificates of insurance, coverage questions, premium audits, billing disputes, cancellations, reinstatements, and renewals
- Serve as liaison between insureds, carriers, and licensed producers, explaining coverage, exclusions, and exposures in plain language
- Run proactive outreach using payroll data to catch FEIN mismatches, new-state hires, and class code drift before they become coverage gaps
- Work the pending cancellation and non-pay queue to identify root causes, fix issues, and secure reinstatement or replacement coverage
- Handle claims intake and status reporting, coordinating hand-offs to carrier adjusting teams
- 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
- Write SOPs, escalation paths, and service standards for the team
- Be accountable for outcomes connected to Business Insurance customers
The Business Insurance team is small, cross-functional, and highly execution-oriented, working hand-in-hand with product, engineering, design, data, sales, and licensed insurance professionals. This is a zero-to-one environment ideal for someone who thrives in ambiguity and wants to build durable operations.
Requirements:
- 5+ 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)
- Experience working in carrier portals (Hartford, AmTrust, etc.) and coordinating with carrier underwriting/servicing teams
- AI and automation fluency: demonstrated use of AI tools in real service work (drafting, summarization, triage, outreach) with informed opinions on capabilities and limitations
- Evidence of building, not just executing: a documented process, redesigned workflow, or tool you got built (specifics will be discussed)
- Compliance instinct: knowing when something requires a licensed person, carrier sign-off, or documented file; no improvisation around regulatory requirements
- Active Property & Casualty producer license (Colorado resident preferred), or willingness to obtain one within 90 days of starting (Gusto sponsors coursework and exams); willingness to obtain nonresident licenses across footprint over time
Preferred qualifications: industry designations (CISR, CIC, AAI, ACSR, or CPCU); multi-state or nonresident licensing already in place; experience at a digital agency, insurtech, or MGA; or having stood up a service function from scratch.
