Certificate Specialist in Atlanta, Georgia at Layr Holdings, Inc.

About Layr Holdings, Inc.

Layr is an Atlanta-based, rapidly growing Insurtech dedicated to enabling commercial insurance brokerages to serve their clients better. At Layr, we are at the forefront of designing, developing, and implementing technology to guide the insurance industry into the digital age. We have deep insurance knowledge, insight, and experience, and we work tirelessly to improve and distribute our entirely new and more effective insurance technology to the small business market. We are a culturally vibrant team of forward-thinkers, passionate about innovation, obsessed with technology, and committed to building a collaborative, ever-progressing, action-oriented, integrity-instilled, close-knit, diverse/inclusive & beyond nation-wide team.

Layr has raised venture capital to combine innovative, cutting-edge technology with commercial insurance industry expertise and is rapidly expanding throughout the country. Small business insurance is $120 BILLION undersold in the US alone. Layr is digitizing and automating the small business insurance space with our client-first insurance platform. To do this, we need help from smart, gritty, outside-the-box thinkers (like you!) to keep innovating and moving forward.

We are looking for the right individual with a positive attitude that can adapt quickly to a fast-paced and technology driven environment.

About the Role

Layr is looking for a Certificate Specialist to join our Certificate Service Team within the Support Service Lane. In this role, you will own certificate and proof-of-insurance requests from receipt through completion, ensuring work is accurate, efficient, and completed within established service expectations.

You will support policyholders, Broker Partners, certificate holders, and other authorized requestors by preparing and issuing certificates and approved proof-of-insurance documentation while ensuring each document accurately reflects the underlying insurance policy.

This role is ideal for someone who is detail-oriented, organized, comfortable working in a high-volume queue-based environment, and able to balance speed with accuracy while recognizing when a request requires additional validation or escalation.

What You'll Do

• Review and complete certificate and proof-of-insurance requests assigned to the Certificate Service Team.
• Take ownership of assigned requests through completion whenever the work falls within the team's scope and established authority.
• Prepare and issue certificates and other approved proof-of-insurance documentation using appropriate policy information, forms, systems, and workflows.
• Verify the correct named insured, certificate holder, policy, carrier, policy period, limits, and other required information before issuance.
• Ensure certificate information accurately reflects the underlying insurance policy and available documentation.
• Process routine certificate requests independently when requirements are supported by the policy and established procedures.
• Recognize requests involving special wording, Additional Insured requirements, Waiver of Subrogation, Primary and Noncontributory requirements, or other conditions requiring additional validation or action.
• Follow established procedures when endorsements or policy changes may be required before a requested representation can be made.
• Maintain accurate status and documentation throughout the request lifecycle.
• Provide clear, professional, and timely communication regarding completion, missing information, outstanding requirements, and next steps.
• Maintain Layr's white-labeled service model when communicating on behalf of Broker Partners.
• Work assigned queues consistently and prioritize requests based on urgency, SLA exposure, and established operating rules.
• Escalate requests when coverage, wording, documentation, carrier action, or an insurance decision cannot be appropriately handled within the role's authority.
• Create clear, actionable handoffs that explain what has been verified, what remains unresolved, and what action is needed.
• Meet established service-level, quality, accuracy, productivity, and documentation expectations.
• Correct identified errors promptly and participate constructively in coaching, quality reviews, calibration, and process improvement.

What We're Looking For

• Strong attention to detail and commitment to accuracy.
• Ability to accurately interpret policy documentation.
• Understanding of certificates and proof-of-insurance requirements.
• Ability to distinguish routine requests from those requiring additional validation or escalation.
• Strong organizational, prioritization, and workload-management skills.
• Clear and professional written communication.
• Sound judgment regarding authority, ownership, and escalation.
• Ability to navigate multiple systems and information sources efficiently.
• Comfort working in a high-volume, queue-based, SLA-driven environment.
• Ability to follow standardized processes consistently.
• Responsiveness to coaching, quality feedback, and process changes.
• Collaborative approach to working across Service Teams.

What Success Looks Like

• A successful Certificate Specialist consistently delivers accurate certificates and proof-of-insurance documentation quickly, correctly, and within established authority.
• Routine certificate requests are completed without unnecessary Account Manager involvement or internal handoffs. Requests requiring additional insurance action are identified early and routed with enough information for the appropriate team to act. Policyholders, Broker Partners, certificate holders, and other authorized requestors receive clear and timely service while certificate documents remain faithful to the underlying policies.

Your work helps the Certificate Service Team handle significant transaction volume efficiently while protecting service quality and supporting a scalable service model.