[Hiring] Download Support Analyst @Keystone Agency Partners LLC

Role Description

The Download Support Analyst is an operational support position reporting to the Enterprise Download Manager. It focuses on ensuring reliable day-to-day carrier download operations by:

• Monitoring download activity
• Resolving suspense and exception items
• Troubleshooting carrier connectivity issues
• Coordinating with carriers and IVANS
• Supporting agency management system conversions

The role also serves as a support point for business teams, helps maintain documentation, and tracks recurring issues to improve download processes, automation, and enterprise standardization.

Key Responsibilities

• Monitor daily carrier download activity and identify failed, missing, delayed, or incomplete download transactions.
• Process suspense queues and resolve download exceptions in accordance with enterprise procedures and service level expectations.
• Research and troubleshoot carrier download issues, escalating complex connectivity or system issues to the Enterprise Download Manager, carriers, IVANS, or technology partners as needed.
• Support download testing, validation, cutover, and post-conversion stabilization activities for agency management system conversions and acquired books of business.
• Maintain accurate documentation of download issues, resolutions, carrier setup requirements, and process updates.
• Assist business teams with questions related to carrier download workflow, suspense handling, and download best practices.
• Track recurring issues and exception trends to support process improvement, automation opportunities, and enterprise download standardization.

Qualifications

• Minimum of 4 years of insurance operations experience with expertise in carrier download and agency management systems.
• Hands-on experience with Applied Epic and Microsoft Office Suite required.
• Deep knowledge of IVANS connectivity and policy, claims, commissions, and eDocs download processes.
• Proven ability to manage cross-functional projects and collaborate with carriers, technology teams, and business stakeholders.
• Strong analytical, communication, and problem-solving skills.
• Ability to travel up to 15%.
• Ability to pass a criminal background check, as permitted by law.

Benefits

• Competitive Salary
• Health Insurance Plans (PPO, HSA, Copay Options)
• Dental Insurance
• Vision Insurance
• Company Paid Disability Insurance
• Supplemental Insurance including Critical Illness, Accident, Legal, Pet Insurance
• 401(k) with Safe Harbor Match
• Paid Time Off
• Paid Holidays