Job Description:

Broker Assistant – USA Telecom Insurance (USAT)

Work Mode: Fully Remote for those able to work an Eastern Time Zone schedule | Location/based out of Gainesville, GA

About the Role: 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.

Key Responsibilities:

• 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.

Ideal Candidate 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)

What We Offer:

• 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

What to Expect (Application Process):

• 30-Minute Phone Screen, Online Assessments, and Interview(s)

Salary Range

The expected pay range for this position is $21.00 to $24.50 per hour, depending on experience, relevant skills, and geographic location.

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