Broker Assistant

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, GAHigh preference for commercial experience and P&C license.

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.