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