Broker Assistant

Work Mode: Fully Remote for those able to work an Eastern Time Zone schedule | Location: 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

• Support Accounts: assist in supporting accounts, meeting performance requirements for production, quality, and service, ensuring no liability from errors and omissions.
• Customer Service: deliver outstanding customer service, maintain frequent and professional communication, and respond quickly to service requests.
• Work Ethic: demonstrate a strong work ethic, positive attitude, and willingness to assist others.
• Agent Appointment: assist in appointing new retail agents and brokers as directed by the Broker.
• New Business Submissions: manage intake of new business submissions, set up accounts in Epic, qualify submissions, and ensure timely receipt of loss runs.
• Pipeline Management: maintain new business pipeline spreadsheet with the Broker.
• Renewal Process: assist the Broker with renewal process, gather necessary information, send renewal letters, and set up renewal activities based on SOP timeframes.
• Policy Transactions: process policy transactions accurately and within required timeframes, including new and renewal policies, midterm changes, audits, cancellations, reinstatements, and Agent of Record changes.
• Email Management: manage USAT email inboxes, forward emails to appropriate individuals and log submissions timely.
• Marketing Support: provide administrative support for marketing efforts, prepare and issue policy binders, and process policy invoicing accurately.
• Correspondence Management: manage incoming mail, faxes, and other correspondence.
• Data Management: maintain agency management system, ensuring data is complete, clearly presented, accurate, and up‑to‑date.
• Action Items: monitor and maintain pending action items (Epic activities), ensuring completion within required timeframes.
• Billing Issues: identify and rectify simple policy billing issues, referring complex issues to the Broker.
• Performance Monitoring: monitor individual performance to ensure productivity, efficiency, quality, and service standards are met, taking corrective actions when required.
• Compliance and Development: ensure compliance with USAT program guidelines and SOPs and grow technical competence and industry knowledge through training and professional development.

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).

Benefits

• 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.

Pay

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