Position Overview

The Compliance Operator is responsible for executing and validating compliance-related decisions within the illumend platform while supporting operational workflows and the customer support desk. This role combines insurance compliance review responsibilities with operational support functions, including responding to inbound inquiries from customers, agents, and partners, validating platform outputs, and maintaining compliance accuracy and efficiency.

Key Responsibilities

• Review and validate Lumie-generated answers and compliance decisions for accuracy and completeness.

• Execute compliance-related operational tasks and maintain review quality standards.

• Respond to inbound support requests from customers, agents, and partners requiring compliance or insurance expertise.

• Update, review, and maintain insurance information and compliance documentation within the platform.

• Review Certificates of Insurance (COIs), contracts, and related insurance documentation.

• Assist with contract extraction.

• Create, maintain, and update insurance requirement templates and customer-specific requirements.

• Identify, document, and escalate bugs, workflow inefficiencies, product issues, and customer friction points.

• Support customer onboarding and platform adoption efforts related to compliance workflows.

• Manage Lumie Assurance workflows and related operational processes for paying customers.

• Maintain established review-time SLAs, support response times, and operational performance metrics.

• Collaborate with Product, Operations, Customer Experience, and Support teams to improve platform accuracy and operational efficiency.

• Assist with escalated support tickets that require insurance or compliance expertise beyond Tier 1 support capabilities.

Qualifications

• Strong attention to detail and analytical thinking skills.

• Ability to review and interpret insurance-related documents and compliance requirements.

• Strong organizational, time management, and prioritization abilities.

• Comfortable working within operational workflows and software platforms.

• Experience in insurance operations, compliance review, customer support, or related operational roles preferred.

• Insurance industry knowledge required.

Preferred Skills

• Ability to identify inconsistencies, risk factors, and quality issues quickly.

• Strong written communication and documentation skills.

• Experience with QA systems, ticketing systems, or workflow management platforms.

• Ability to work independently while maintaining high accuracy standards.

• Process improvement mindset and strong problem-solving capabilities.