Note: The job is a remote job and is open to candidates in USA. Keystone is a national insurance brokerage that provides operational support and resources to independent agencies. The Download Support Analyst ensures reliable carrier download operations by monitoring activity, resolving exceptions, troubleshooting connectivity issues, supporting agency management system conversions, and improving download processes.
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
Skills
- 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%
Benefits
- 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
- Remote work flexibility
Company Overview