Keystone Agency Partners LLC

Role Description The primary function of this role is to manage a designated book of clients, deliver exceptional service, support renewals and enrollments, and ensure the accurate and timely processing of information. This role serves as a key liaison between clients, carriers, and internal departments to maintain high satisfaction and retention. Key Responsibilities - Client Service and Relationship Management - Serve as the primary point of contact for assigned clients - Achieve a 92% retention rate on assigned book of business - Proactively reach out to clients and conduct ongoing account reviews - Remarket renewals when necessary - Provide timely, proactive communication and education throughout the client lifecycle - Address and resolve service issues related to billing, eligibility, claims, and coverage - Revenue Growth and Account Development - Review accounts during client interactions and recommend improved coverage - Identify account rounding opportunities and pursue them proactively - Identify coverages held with other agents - Renewals and Plan Marketing - Coordinate the renewal process including collecting census data, submitting to carriers, and reviewing proposals - Present renewal options to clients with attention to compliance and cost impact - Ensure timely execution of renewal materials and carrier requirements - Document all interactions in the management system - New Business and Sales - Audit new business files for accuracy and completeness - Send onboarding materials to clients post-sale - Quote and follow up on new business opportunities within 48 hours - Close business according to agency sales process - Earn commission when writing business not closed by Producer - Team and Carrier Coordination - Collaborate with producers, underwriters, carriers, and internal departments to ensure smooth plan administration - Manage day-to-day carrier and vendor communications on behalf of clients - Participate in team meetings and support agency-wide initiatives Qualifications - Active Texas General Lines Property and Casualty license, or ability to obtain within 90 days of hire - Personal Lines Account Management experience - Experience with Applied Epic; will consider other agency management systems - Proficiency with Microsoft Office Suite - Excellent verbal and written communication skills - Strong interpersonal skills with a client-first mentality - Highly organized with strong attention to detail and follow-through - Comfort with managing multiple deadlines in a fast-paced environment - Ability to work both independently and collaboratively - Positive attitude and professional working relationships - Strong attention to detail - Dependability and punctuality - Ability to pass a criminal background check, as permitted by law Benefits - Competitive Compensation Package - 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 and Paid Holidays

Role Description The primary function of this role is to manage and service a portfolio of commercial insurance accounts. This role involves building strong client relationships, ensuring policy accuracy, handling renewals, and providing exceptional customer service. The Account Manager serves as a key liaison between clients, insurance carriers, and internal items to ensure coverage needs are met effectively. Key Responsibilities - Client Relationship Management - Maintain strong client relationships by responding to inquiries and providing timely support. - Maintain records of customer interactions and transactions, documenting inquiries, comments, and actions taken in the agency management system. - File claims on behalf of clients and follow up as needed. - Issue certificates of insurance and evidence of property. - Policy Administration - Maintain assigned Producers’ current book of business. - Review and maintain expiration lists and renewal schedules. - Submit change requests and process endorsements. - Review policies, endorsements, and audits for accuracy. - Assist with audits and ensure timely resolution of discrepancies. - Marketing & Proposal Development - Market new and renewal business. - Prepare and present insurance proposals to clients. - Market and issue bonds as required. - Operational Support & System Management - Review and update daily activity lists to ensure task completion. - Confirm data accuracy within Applied Epic agency management system. - Invoice agency bill premiums and set up finance contracts. - Delegate appropriate tasks to Customer Service Representatives (CSRs). - Team Collaboration & Leadership - Collaborate with team members to ensure seamless service delivery. - Mentor staff, provide expertise and answer questions. - Participate in formal and informal team meetings and contribute to process improvements. Qualifications - Must possess an active Property & Casualty license in the state(s) in which business is conducted. - 5+ years of experience in the insurance industry, with a focus on commercial insurance or property & casualty insurance. - Proven account management experience within an agency or brokerage setting. - Knowledge of commercial insurance products and usages. - Knowledge of insurance coverage and ability to communicate clearly to clients and underwriters. - Experience with Applied Epic highly desired; will consider other agency management systems. - Proficient with Microsoft Office Suite. - Excellent communication and interpersonal skills. - Professional demeanor and positive attitude. - Detail-oriented with the ability to handle multiple clients, tasks, and requirements. - Occasional travel may be required. - Ability to pass a criminal background check, as permitted by law. Schedule - Monday-Friday, 8:30am-5:00pm Locations - Remote or hybrid work options available for residents of Illinois, Iowa, or Minnesota. Benefits - Competitive Salary - 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

Role Description The P&C Centralized Service Team Supervisor oversees the enterprise’s centralized service teams responsible for absorbing overflow, reducing backlog, and stabilizing service quality across Personal Lines and Commercial Lines. This leader manages a team of mobile, enterprise-wide servicing specialists who support agency locations during staffing gaps, peak workloads, renewal surges, and post implementation transitions (such as AMS migrations). This role ensures consistent execution of standardized workflows, SLA adherence, audit ready documentation, and a high quality, uniform client experience across all agencies. The P&C Service Leader is accountable for team performance, training, deployment strategy, continuous improvement, and cross department operational alignment. This position reports to the Director of Product Management, P&C and Surety. Key Responsibilities - Leadership & Team Management - Lead, coach, and develop the centralized Personal Lines and Commercial Lines service teams, ensuring consistent performance across diverse agency environments. - Establish clear expectations for service output, documentation standards, client communication, and SLA compliance. - Conduct regular 1:1s, performance reviews, calibration sessions, and skills assessments. - Oversee team scheduling, assignment planning, workload distribution, and surge deployment needs in collaboration with the Director of Product Management, P&C and Surety. - Operational Execution & Quality Control - Ensure all service staff adhere to enterprise workflows, SOPs, documentation standards, and AMS coding protocols. - Maintain and enforce audit ready documentation habits, including checklists, attachments, and activity trail completeness. - Monitor accuracy and quality for work including endorsements, certificates, evidence of insurance, renewals, remarketing, policy checks, billing updates, cancellations, reinstatements, and compliance heavy tasks. - Oversee backlog triage processes and apply prioritization frameworks based on client urgency, E&O exposure, SLA rules, and producer/account manager input. - Deployment & Support Model Oversight - Manage the centralized “overflow support” assignment model, deploying team members to agency locations (virtually or onsite) as needed for short term engagements. - Ensure every assignment includes clear kickoff alignment and a documented wrap up package (open items, statuses, commitments, next steps, improvement recommendations). - Serve as escalation point for service specialists and maintain standardized communication protocols with agency leaders. - Client & Agency Stakeholder Alignment - Partner with account managers, sales, agency leaders, and agency operations leaders to understand needs, capacity gaps, and service pressures. - Establish expectation setting frameworks for communication with clients, carriers, mortgagees/lenders, underwriters, and internal teams. - Facilitate feedback loops and manage complaint escalation, service breakdowns, and process related issues. - Process Improvement & Change Management - Identify workflow bottlenecks, documentation gaps, recurring errors, and training needs to drive continuous improvement. - Collaborate with Product Management, Training, and Transformation teams to refine SOPs, develop training, and reinforce system adoption. - Lead service readiness efforts during system upgrades, AMS migration, process revisions, or enterprise workflow standardization initiatives. - Monitor E&O risk indicators and proactively implement preventive controls. - KPI Management & Reporting - Assist in building and owning KPI dashboards for both Personal and Commercial overflow teams. - Provide executive ready reporting on team capacity, trends, risks, and performance outcomes. Qualifications - Minimum of 5+ years of P&C insurance servicing experience, including exposure to both Personal and Commercial Lines. - Minimum of 3+ years in a supervisory, lead, or training role. - Active Property & Casualty license required. - Strong foundational knowledge of both Personal Lines (Homeowners, Auto, Umbrella, Specialty, High Net Worth programs) and Commercial Lines (GL, Property, Auto, WC, Umbrella, Inland Marine, Cyber, Professional Liability). - Ability to oversee handling of complex accounts in both segments (multi state, high value, multi-location households, fleet exposures, specialty risks). - Experience managing remote or distributed service teams preferred. - Proficiency with Microsoft 365 (Outlook, Teams, Excel). - Advanced proficiency in Applied Epic, carrier portals, and documentation systems. - Exceptional communication skills with the ability to lead through influence, set expectations, and de-escalate issues. - Strong coaching, training, and mentorship capabilities. - Highly adaptive to varying agency cultures, workflows, and personalities while enforcing enterprise consistency. - Organizational and prioritization skills with the ability to manage competing deadlines across lines and locations. - High throughput, quality focused mindset with deep understanding of SLA driven work environments. - Strong analytical and data driven decision making capabilities. - Ability to travel 10-15% during certain deployment periods. - Ability to pass a criminal background check, as permitted by law. Benefits - Competitive Salary - 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

Role Description The Director of Product Management, P&C and Surety, plays a critical leadership role in configuring, implementing, and optimizing the Applied Epic Agency Management System (AMS) and related technologies supporting Commercial Lines, Personal Lines, and Surety operations. This role sits at the intersection of operations, technology, underwriting, and transformation, shaping Keystone’s strategic roadmap for P&C and Surety capabilities. The Director focuses on workflow modernization, digital enablement, vendor and system governance, and delivering scalable, standardized solutions that enhance efficiency, accuracy, and client experience across the enterprise. The ideal candidate blends product leadership, operational expertise, and change execution, serving as a connector between field teams, transformation, IT, and executive stakeholders. Key Responsibilities - Solution Design & Product Ownership - Lead the design, enhancement, and optimization of AMS functionality and supporting technologies for P&C and Surety. - Update and maintain standardized operating procedures (SOPs), workflows, and documentation across Commercial Lines, Personal Lines, and Surety. - Identify opportunities to streamline processes, reduce manual work, and improve accuracy and E&O protection. - Translate business objectives into structured requirements, user stories, and acceptance criteria. - Evaluate program and system performance, recommending enhancements to improve efficiency, cycle time, and overall user experience. - Strategic Collaboration - Partner with Operations, Transformation, underwriting teams, Product Owners, and agency stakeholders to ensure solutions align with business needs. - Collaborate closely with the Procurement Officer and Director of Agency Systems & Solutions on vendor evaluation, selection, and contract strategy. - Facilitate cross‑functional stakeholder and field committee meetings to gather insights and align on product priorities. - Represent frontline agency needs within enterprise initiatives, ensuring P&C and Surety workflows remain integrated and scalable. - Monitor industry trends, carrier capabilities, and emerging technologies relevant to P&C and Surety distribution and service. - Process, Technology & Vendor Enablement - Lead evaluation and recommendation of vendors, tools, and AMS capabilities that support the P&C and Surety segments. - Work with Business Analysts to define requirements, validate system configuration, and support implementation or optimization initiatives. - Partner with IT, Operations, and external vendors to ensure successful system deployment and ongoing performance. - Maintain governance structure for workflows, SOPs, and best‑practice documentation. - Project Management & Implementation Oversight - Manage key milestones, risks, and dependencies for AMS implementation, enhancements, and workflow modernization efforts. - Oversee and guide Operations and Business Analysts in developing high‑quality deliverables. - Provide project visibility to leadership, including reporting on progress, performance, and ROI. - Training, Adoption & Support - Drive training content for new system features, workflows, and processes. - Partner with the Head of Change Management and training leads to ensure timely adoption across the enterprise. - Act as a liaison between end users and solution teams to gather feedback, resolve issues, and identify improvement opportunities. - Leadership & Influence - Lead a team of centralized customer service managers for both Commercial and Personal Lines. - Provide matrixed leadership and subject‑matter guidance to team members supporting P&C and Surety solutions. - Promote a culture of continuous improvement, innovation, and operational excellence. - Offer coaching, mentorship, and direction within cross‑functional project teams. Qualifications - Bachelor's degree in Business Administration, Insurance, Technology, or a related field. - 8+ years of experience in the Property & Casualty and Surety insurance industry; 5+ years in service leadership. - Strong understanding of core P&C and Surety operations, including underwriting, policy issuance, claims, and service workflows. - Demonstrated experience in project management, business analysis, or system implementation within insurance operations. - Extensive proficiency with the Applied Epic Agency Management System and related insurance technology tools required. - Excellent analytical, problem-solving, and communication skills. - Ability to collaborate effectively across functions and influence without authority. - Ability to operate independently in a fast-paced, evolving environment. - Willingness to travel 30-40% as needed. - Ability to pass a criminal background check, as permitted by law. Benefits - Competitive Salary - 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

About Keystone Keystone is a rapidly growing insurance brokerage platform partnering with independent agencies across the United States. Keystone provides strategic resources, capital investment, and operational support to drive sustainable growth, empowering agencies to maintain their identity while accessing best-in-class tools in Finance, HR, Sales, and M&A integration. The leadership team brings over a century of combined industry expertise, fostering collaboration, innovation, and long-term value. For more information please visit: https://mykeystone.com/. Small Commercial Solutions Manager Position Summary: Keystone is entering an exciting new chapter, one that embraces innovation and prioritizes agility without compromising customer-centricity and growth. The Small Commercial Solutions Manager will play a key role in helping shape this transformation. Responsible for the solution design and execution across both micro and small commercial account segments, the Small Commercial Solutions Manager will be responsible for the day-to-day Small Commercial Solutions design and execution, ensuring they are scalable and continually drive improvements in the way we serve clients and operate internally. This role is responsible for developing practical, forward-looking solutions across both micro and small commercial account segments, with a strong focus on simplicity, process optimization, and enabling technology. You’ll lead a team of analysts, collaborate with leaders across the organization, and play a hands-on role in executing projects that modernize how we work. Ideal candidates are curious, adaptable, and motivated by the opportunity to build better from the ground up. Key Responsibilities: Solution Design & Delivery - Design and implement scalable solutions for both micro and small commercial account servicing, leveraging process, technology, and operational models. - Identify opportunities to drive efficiencies through streamlining work, reducing manual effort, and improving consistency and turnaround times. - Translate strategic intent into actionable implementation plans with measurable outcomes. - Plan and execute the transition of accounts into Small Commercial Solutions, ensuring alignment and capability as needed at all levels within Keystone and its Platform Agencies. Strategic Collaboration - Work closely with operations leadership, underwriting, service, IT, and other partners to align solutions with emerging business strategies. - Partner with Sales, Strategy, and Placement to develop and execute a cohesive strategy for Producer Compensation, Small Commercial Panels, and Merger Integration. - Bring data-driven insights and external perspectives to challenge existing processes and propose better approaches. - Participate in shaping the broader small commercial strategy by representing frontline execution needs and feedback. Process, Technology & Vendor Enablement - Develop and document end-to-end workflows that support delivery of consistent, efficient service to micro/small accounts. - Gather and refine business requirements for technology needs; partner with IT and product teams to implement and optimize systems. - Identify, evaluate, and manage third-party tools or vendor relationships that support solution execution or automation. - Ensure systems and processes are well-integrated, easy to use, and aligned with business priorities. Project Management & Execution Oversight - Lead or support implementation of cross-functional projects, ensuring alignment with scope, timeline, and resources. - Track project milestones, communicate risks and dependencies, and coordinate with stakeholders across departments. - Maintain project documentation and support leadership visibility into initiative status and performance. Training & Support - Create and deliver training materials, job aids, and onboarding plans to support the adoption of new processes and systems. - Facilitate training sessions and build ongoing support and knowledge sharing mechanisms. - Act as a liaison between end users and solution teams to surface feedback, troubleshoot issues, and drive continuous improvement. Team Leadership - Lead a team of direct and dotted-line Analysts across multiple disciplines, including Design, Carrier Relations, Finance, HR Finance, and Legal, by setting priorities, delegating responsibilities, and ensuring timely delivery of high-quality work. - Coach and develop team members to build skills in problem-solving, solution design, and cross-functional collaboration. - Foster a team culture that embraces change, values innovation, and strives for operational excellence. Qualifications: - Bachelor's degree in Business Administration, Insurance, Technology, or a related field. - 10+ years of experience in Commercial Property & Casualty lines, with at least 2 years focused on small or micro commercial lines. - Strong understanding of Small Commercial operations, with specific experience in process design, solution development, and system and workflow implementation and support in an operational, underwriting or brokerage environment. - Ability to understand stakeholder needs, and influence and lead change. - Proven experience in project management and system implementation. - Excellent analytical and problem-solving skills. - Strong communication, presentation, and interpersonal skills. - Ability to work independently, as part of a team and across functions to drive results. - Experience with Agile methodologies a plus. - Travel expectations include 50% during the first year, transitioning to an estimated 25% travel on an ongoing basis thereafter. - Ability to pass a criminal background check, as permitted by law. Remote Work Environment: Preference given to candidates in Eastern or Central U.S. time zones Salary Transparency Statement: In accordance with state and local pay transparency laws, we will provide the applicable salary range upon request to candidates who reside in jurisdictions where such disclosure is required. Benefits: - Competitive Salary - 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 No Solicitation Notification to Agencies: Please note that Keystone and our Partner Agencies do not accept unsolicited resumes or calls from third-party recruiters or employment agencies. In the absence of a signed Master Service Agreement and approval from HR to submit resumes for a specific requisition, Keystone will not consider or approve payment to any third parties for hires made.

About Keystone Keystone is a rapidly growing insurance brokerage platform partnering with independent agencies across the United States. Keystone provides strategic resources, capital investment, and operational support to drive sustainable growth, empowering agencies to maintain their identity while accessing best-in-class tools in finance, HR, sales, and M&A integration. The leadership team brings over a century of combined industry expertise, fostering collaboration, innovation, and long-term value. For more information please visit: https://mykeystone.com/. Operations Training Manager Position Overview: The Operations Training Manager will play a critical role in enabling transformation – designing, delivering, and optimizing training programs that support agencies through change, ensure successful adoption of new systems, and build ongoing capabilities across our growing organization. This role combines strategic vision, operational excellence, and people leadership. The Training Manager will oversee a team responsible for delivering role‑based and line‑of‑business‑specific training across core workflows, tools, and resources that shape the client experience. Key Responsibilities: People Leadership & Team Management - Lead, coach, and develop a team of trainers focused on role‑based and line‑of‑business workflows, tools, and client‑service processes. - Ensure consistent, high‑quality training delivery across all programs and channels. - Set clear priorities, manage capacity, and support professional development within the team. - Create a culture of continuous improvement, collaboration, and learner‑centric design. Transformation & Unified Tech Stack Training - Design and implement the end‑to‑end training strategy that supports the transition of all agencies to the unified technology platform (AMS, CRM, quoting, servicing, workflow tools, etc.). - Build training programs that integrate operational workflows with technology utilization, so agencies understand both process and system expectations. - Deliver virtual and in-person training sessions, demos, and reinforcement activities. - Produce supporting materials including job aids, guides, eLearning, micro-learning, videos, and playbooks. - Align training delivery to broader change plans, communications, and field readiness strategies. - Lead ongoing reinforcement training, optimization sessions, and focused workshops to strengthen proficiency. - Use adoption data and agency performance metrics to identify opportunities for training improvements. - Act as an internal expert on the unified tech stack and workflow standards. M&A Conversion Training - Develop and deliver tailored training programs that support newly acquired agencies through system conversion and process integration. - Work closely with integration teams to ensure new acquisitions receive clear, consistent, and supportive training experiences. - Customize training plans based on agency readiness, size, and complexity. Collaboration & Cross‑Functional Alignment - Collaborate cross‑functionally with Line of Business Product Owners, the Director of Agency Systems & Solutions, and Field Support Groups to ensure training aligns with workflows, tools, system enhancements, and rollout needs. - Serve as a key partner during system implementations, product enhancements, and enterprise solution updates. - Gather feedback and insights from stakeholders to continuously refine programs. Workforce Development & Onboarding Programs - Build and own scalable onboarding programs for: - New-to-industry hires (insurance fundamentals, workflows, systems, servicing standards) - Experienced service employees (advanced tools, carrier processes, role-based workflows) - Establish learning paths for CSRs, account managers, and other non-production agency roles. - Ensure all learning experiences reflect industry best practices, adult learning principles, and organizational standards. Required Qualifications: - 5+ years of experience in training, learning & development, instructional design, or enablement - Experience in the insurance industry (Property & Casualty and Employee Benefits, Life, and Health) - Prior leadership experience – managing trainers, facilitators, or instructional designers - Strong facilitation skills with experience training diverse operational teams - Proven ability to create learning content across multiple formats - Experience supporting change, technology rollouts, or workflow redesign - Excellent communication, project management, and stakeholder management skills - Willingness to travel approximately 50-75% - Ability to pass a criminal background check, as permitted by law Preferred Qualifications: - Insurance licensing or industry certifications (e.g., P&C License, CISR, CIC) - Experience with agency management technology, with preferred experience in Applied Epic - Familiarity with M&A integration or system conversion - Knowledge of adult learning methodologies and evaluation frameworks Remote/Hybrid Work Environment: Preference given to candidates in Eastern or Central U.S. time zones Salary Transparency Statement: In accordance with state and local pay transparency laws, we will provide the applicable salary range upon request to candidates who reside in jurisdictions where such disclosure is required. Benefits: - Competitive Salary - 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 No Solicitation Notification to Agencies: Please note that Keystone and our Partner Agencies do not accept unsolicited resumes or calls from third-party recruiters or employment agencies. In the absence of a signed Master Service Agreement and approval from HR to submit resumes for a specific requisition, Keystone will not consider or approve payment to any third parties for hires made.