Operations Technical Support Associate

The Operations Technical Support Associate executes foundational operational workflows across the policy lifecycle within Applied EPIC. This role supports the Service organization by processing new business, renewals, endorsements, audits, cancellations, reinstatements, certificates, carrier document intake, and billing transactions for accounts within defined revenue bands. 

Working in a high-volume, detail-driven environment, the Operations Technical Support Associate ensures data integrity and consistent workflow execution while partnering closely with Service teams under established standards. 

Operation Technical Support Associate may include individuals new to commercial insurance as well as experienced insurance professionals who are new to the Operations (OTech) function and workflow standards. The role focuses on developing proficiency in EPIC data integrity, documentation standards, billing fundamentals, and structured workflow execution.

Performance in this role is measured by accuracy (quality of work), production tracker, adherence to turnaround Service Level Agreements (SLAs), and achievement of volume goals within revenue bands. 

Primary Responsibilities 

• Process new business, renewals, endorsements, audits, cancellations, and reinstatements for accounts.
• Support direct bill and all agency bill types of billing structures; as assigned. 
• Maintain accurate policy records, documentation, and activities in Applied EPIC in accordance with OTech standards. 
• Review carrier-issued policies, invoices, and notices to ensure accurate and timely data entry. 
• Issue Certificates of Insurance, Evidence of Property (EOPs), and Auto ID cards using CSR24 and EPIC. 
• Follow established documentation standards, naming conventions, and attachment protocols (“EPIC is the file”). 
• Enter Daily work on a Production Tracker
• Participate in workflow documentation updates and operational enablement initiatives as assigned. 
• Meet established quality & production standards, maintaining high levels of data accuracy and documentation integrity. 
• Adhere to defined turnaround SLAs for assigned workflows. 
• Achieve assigned volume goals for all accounts assigned to work.

Qualifications 

• Commercial insurance experience is not required; prior insurance experience may be considered for candidates transitioning into Operations. 
• Proficiency in Microsoft Office (Outlook, Excel, Word). 
• Strong technical aptitude and ability to learn Applied EPIC and internal workflow systems. 
• Ability to follow structured processes and maintain high data accuracy. 
• Comfort working in a high-volume, deadline-driven environment. 

Preferred Soft Skills 

• Strong attention to detail and commitment to data integrity. 
• Coachable and receptive to feedback. 
• Organized and dependable. 
• Ability to work within defined guidelines and escalate appropriately. 
• Collaborative, team-oriented mindset. 
• Strong time management and personal accountability. 

Performance Expectations 

• Accuracy (Quality): Data integrity, documentation compliance, and low error rates. 
• Turnaround Service Level Agreements (SLAs): Timely completion of assigned workflows within established service standards. 
• Volume (Capacity): Ability to meet production expectations
• Production: Ability to meet or exceed production expectations