Title: Broker Technician – USA Telecom Insurance (USAT) 

Work Mode: Fully remote position for candidates able to work EST/CST schedule. High preference for candidate in the Atlanta area. | Location/Supporting: Gainesville, GA  | Experience: 2+ years of commercial account experience. Marketing experience required.
 
Please note: If this position is posted as either fully remote and/or hybrid, in accordance with company policy, individuals residing within a 50-mile radius of a branch location may be required to work onsite in a hybrid capacity as there may be occasions when on-site presence is necessary to meet specific business needs. Additionally, our remote work policy includes having a dedicated, distraction-free workspace. Remote work is not a substitute for childcare, elder care, or other personal responsibilities during working hours. To view our branch locations, please visit: ioausa.com/locations 
 

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 Technician works under the general direction of the USAT Broker, resolving moderately complex service-related issues and escalating more complex matters when necessary. Responsibilities include supporting client and retail agent communication, managing insurance policy processes and workflows, maintaining productivity and service standards, completing data and correspondence management, and providing general account and administrative support for a limited book of small, monoline accounts. 

 
Key Responsibilities: 

• Account Support: Supports assigned 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. 

• New Business Processing: Manages intake of new business submissions, setting up accounts in Epic, reviewing documentation, ordering loss runs, and securing required information. 

• Renewal Management: Supports renewals by collecting required information, issuing renewal letters, and preparing renewal activities per SOP timelines. 

• 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, and processing change requests promptly. 

• Marketing & Quoting: Assists in marketing, quoting, proposing, and binding new and renewal business for small, monoline accounts. 

• Marketing Administration: Prepares policy binders and supports accurate, timely policy invoicing. 

• Workflow Tracking: Monitors Epic activities and action items, ensuring timely task completion and follow-up. 

• 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 Assistance: Addresses moderately complex billing questions and escalates advanced issues to the Broker. 

• Training Support: Supports the training and development of Broker Assistants by sharing knowledge of workflows and systems. 

• 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: 

• 2+ years of industry experience or equivalent education 

• Experience managing accounts within an insurance broker or agency environment 

• Required active licensing or ability to obtain 

• Strong administrative and time management 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 

• 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)