Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Zachary Crawford

Olathe,KS

Summary

Accomplished Underwriter and Insurance Professional with a strong background in underwriting, risk assessment, customer support, and agency channel expansion. Adept at interviewing and training new team members, collaborating cross-functionally, and scaling operations to drive business success. A proactive problem solver who excels in high-pressure environments. Tech-savvy and self-motivated, with a strong ability to learn new systems quickly and enhance operational efficiency. Passionate about contributing to innovative, high-growth environments and shaping the future of modern underwriting and customer support development.

Overview

9
9
years of professional experience

Work History

Underwriter

Steadily
03.2024 - 11.2025
  • Created training materials and underwriting resources via Atlassian - Confluence to quickly onboard new hires and for team use in daily operations.
  • Created CRM reports and dashboards for the Underwriting team via Salesforce and leveraged Distribution Engine to implement and manage automated workflows.
  • Coordinated with Product, Engineering, and Customer Support teams to ship new products, enhance UX, and promote scaling during rapid growth.
  • Trained and managed Virtual Assistants to triage and disposition case work.
  • Balanced risk management with business growth, ensuring profitability while maintaining an exceptional client experience.
  • Specialized in dwelling fire and homeowners insurance products, with a deep understanding of coverage, carrier rating engines, and risk assessment.
  • Recognized for providing outstanding support to internal and external agents, including handling time-sensitive requests with efficiency and professionalism.
  • Solved complex underwriting and customer service issues, ensuring seamless policy management and resolution of challenges such as billing concerns, inspections, and unique risk profiles.
  • Made approval and denial recommendations by determining accurate risk levels.

Senior Account Manager

Steadily
05.2023 - 03.2024
  • Created training content for new hires across multiple teams; including Customer Support, Accounting, Underwriting.
  • Handled numerous responsibilities outside of role scope; including managing and training Accounting team and solving complex billing escalations.
  • Created paper check reconciliation workflow by leveraging AirTable and partnered with Engineering to integrate process into proprietary UI and automate.
  • Partnered with Engineering to develop and launch underwriting approval workflow by leveraging Atlassian - Jira, Salesforce, and Distribution Engine for automated distribution.
  • Created Slack workflows for organization to provide support to peers, triage escalations, and alert Engineering of critical technical issues.
  • Collaborated closely with Product and Engineering teams to inspire and own enhancements to internal and external UX though product releases, bug fixes, CRM development, phone and webchat implementation, accounting automation, etc.
  • Mentored peers as the SME on internal systems, processes, and industry specific knowledge.
  • Promoted growth and scaling in a rapidly changing environment while retaining client accounts and providing exception customer service and support.
  • Enhanced communication between teams for more effective problem-solving and collaboration.
  • Provided valuable input during product development discussions, ensuring alignment with customer needs and expectations.
  • Cultivated productive relationships with external business representatives and consulted closely to uncover needs and match to available solutions.

Account Manager

Steadily
06.2022 - 05.2023
  • Facilitated launch and massive growth of Independent Agency channel by managing inbound support requests via phone, email, and webchat, onboarding new agencies, handling escalations, creating resources and training content, interviewing and training new team members, collaborating with other teams, and scaling operations to drive business success.
  • Quickly became SME on internal systems and operations.
  • Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
  • Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
  • Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.

Insurance Agency Owner

Goosehead Insurance
01.2021 - 06.2022
  • Acquired and retained client base by consistently providing exceptional customer service and maintaining strong relationships.
  • Ensured compliance with all federal/state regulations as well as company policies while managing daily operations of the insurance agency.
  • Responded promptly to customer inquiries, addressing concerns and providing knowledgeable guidance on various insurance matters.
  • Boosted agency visibility through targeted marketing campaigns, enhancing brand awareness and attracting new customers.

Insurance Agent

Farm Bureau Financial Services
06.2016 - 01.2021
  • Maintained high standards of customer service by building relationships with clients.
  • Responded to customer calls swiftly to resolve issues and answer questions.
  • Interviewed, hired, and managed award winning sales team.
  • Recognized talent and assigned key roles to targeted employees.
  • Determined client needs and financial situations by listening and scheduling fact-finding appointments.

Education

Business Management And Graphic Communications

Pittsburg State University
Pittsburg, KS

Skills

  • Risk assessment
  • Policy writing
  • Content creation
  • Team building
  • Customer service
  • Process management
  • Data analysis
  • Insurance licensed

Accomplishments

  • "Steadily Culture Values Champion" award
  • "Superhero" superlative award
  • "Blue Vase" sales award
  • "App-a-Week" life sales award
  • Leader in farm sales
  • Leader in life application sales
  • Ranked #1 new agent in national insurance sales
  • Published author

Timeline

Underwriter

Steadily
03.2024 - 11.2025

Senior Account Manager

Steadily
05.2023 - 03.2024

Account Manager

Steadily
06.2022 - 05.2023

Insurance Agency Owner

Goosehead Insurance
01.2021 - 06.2022

Insurance Agent

Farm Bureau Financial Services
06.2016 - 01.2021

Business Management And Graphic Communications

Pittsburg State University

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Zachary Crawford