[Hiring] Broker Assistant @Insurance Office of America

Role Description

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
• General office support

Qualifications

• 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)

Requirements

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

Benefits

• Competitive salaries and bonus potential
• Company-paid health insurance
• Paid holidays, vacations, and sick time
• 401K with employer match
• Employee stock plan participation
• Professional growth and career progression opportunities
• Respectful culture and work/family life balance
• Community service commitment
• Supportive teammates and a rewarding work environment

Company Description

Insurance Office of America is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.