Broker Assistant

Insurance Office of America•Remote_GA, VT

8d•$21 - $25•Remote

About The Position

USA Telecom Insurance (USAT), a subsidiary of Insurance Office of America (IOA), is an MGA program selling and servicing telecom-related accounts through retail agents and brokers. The Broker Assistant works under the direction of the USAT Broker, resolving non-complex customer service issues and escalating complex ones. Responsibilities include client/agent service, maintaining productivity, quality, and service levels, managing insurance policy processes, data entry, correspondence management, account team communication, professional development, and general office support.

Requirements

1+ years of industry experience or equivalent education; or 2+ years of related experience in customer service
Thorough knowledge of insurance brokerage and client needs
Required active licensing or ability to obtain
Strong analytical, problem-solving, and decision-making skills
Exceptional customer service, communication, multitasking, and organizational skills
Ability to perform large work volumes with high degree of accuracy
Proficiency in MS Office (Outlook, Word, Excel)
High School Diploma (or equivalent)

Nice To Haves

Commercial experience
P&C license

Responsibilities

Assists in supporting accounts, meeting performance requirements for production, quality, and service, ensuring no liability from errors and omissions.
Delivers outstanding customer service, maintaining frequent and professional communication, and responding quickly to service requests.
Demonstrates a strong work ethic, positive attitude, and willingness to assist others.
Assists in appointing new retail agents and brokers as directed by Broker.
Manages intake of new business submissions, setting up accounts in Epic, qualifying submissions, and ensuring timely receipt of loss runs.
Maintains new business pipeline spreadsheet with Broker.
Assists Broker with renewal process, gathering necessary information, sending renewal letters, and setting up renewal activities based on SOP timeframes.
Processes policy transactions accurately and within required timeframes, including new and renewal policies, midterm changes, audits, cancellations, reinstatements, and Agent of Record changes.
Manages USAT email inboxes, forwarding emails to appropriate individuals and logging submissions timely.
Provides administrative support for marketing efforts, preparing and issuing policy binders, and processing policy invoicing accurately.
Manages incoming mail, faxes, and other correspondence.
Maintains agency management system, ensuring data is complete, clearly presented, accurate, and up-to-date.
Monitors and maintains pending action items (Epic activities), ensuring completion within required timeframes.
Identifies and rectifies simple policy billing issues, referring complex issues to Broker.
Monitors individual performance to ensure productivity, efficiency, quality, and service standards are met, taking corrective actions when required.
Ensures compliance with USAT program guidelines and standard operating procedures and grows technical competence and industry knowledge through training and professional development.