Lydia Robledo: Climbing the Ladder in Word & Brown Operations


Lydia Robledo is a name familiar to many Word & Brown brokers and carriers throughout California and Nevada. She is the Director of Operations for the General Agency, earning a promotion to the role in 2018. However, if you have not been with Word & Brown for long, you may not know Lydia’s history of outstanding service.


With nearly 15 years of experience at Word & Brown, Lydia has worked in a variety of roles – starting as a Participant Services Representative in December 2004 at CONEXIS, the COBRA and benefits administration firm that was part of The Word & Brown Companies until its sale to WageWorks in 2014. Lydia earned a promotion to Team Lead at CONEXIS before making a move to join the General Agency in 2006.


At Word & Brown, Lydia began as a Small Group Underwriter and worked in that role in 2006-2007. She earned a series of promotions, taking on more responsibility with each role. Her work history includes Large Group Administrator (2007-2010), Large Group Team Lead (2010-2011), Large Group Supervisor (2011-2012), Underwriting Manager (2012-2015), and Director of Underwriting (2015-2018).


In her current role as Director of Operations, Lydia oversees Individual & Family Plan (IFP) Sales and Underwriting, Large Group Underwriting, Small Group Underwriting for California and Nevada, Compliance, Strategic Partners, Plan Maintenance, and Broker Resources.


She is a partner with Sales and fully understands the opportunities and challenges brokers face every day. She and her colleagues work collaboratively to conduct presentations, nurture positive broker relations, develop training resources (including boot camps) for brokers and staff, respond to Requests for Information (RFIs), cultivate relationships with carrier partners, and serve as a bridge between Operations, Account Management, and Sales.


Lydia is committed to creating efficiencies in workflow and process improvements to benefit brokers, carriers, and enrolling employers and employees. As a manager, she is also dedicated to maintaining high team morale and the professional development of employees working across the General Agency.


A licensed Life, Accident, and Health agent, Lydia is working on creating new Continuing Education (CE) courses to help brokers in serving the needs of clients as well as professional development and training classes for carriers and corporate employees.


Lydia’s professionalism and industry expertise earned her the Word & Brown “Service of Unequalled Excellence” Employee of the Year award in 2011. We are thankful to have Lydia as a long-term member of our General Agency team, and we know brokers and carriers appreciate her competency, attitude, and commitment to service, too.


Watch this column for a future spotlight on another dedicated Word & Brown employee.


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