Keystone Agency Partners

• Serve as a primary point of contact for user support via phone, chat, and ticketing channels. • Manage inbound support requests, including call handling, triage, and prioritization based on urgency and business impact. • Perform warm transfers when escalation is required, ensuring full context is passed to minimize user rework. • Own tickets through resolution whenever possible, providing timely updates and follow-up. • Meet established service levels (response time, resolution time, and customer satisfaction). • Actively contribute to building a positive, responsive, and solutions-oriented help desk culture. • Assist users across end-to-end workflows, including prospecting, quoting, marketing/placement, servicing, renewals, billing, and client engagement. • Promote user self-sufficiency by guiding employees to available resources and best practices. • Support the development of content and training curriculum to drive end-user capabilities. • Use reporting and end-user feedback to identify and deliver remote training offerings. • Investigate recurring issues and identify root causes across workflows, system usage, or access setup, escalating to product management when needed. • Document trends and patterns in support requests to highlight systemic issues. • Partner with Operations, Product, and Technology teams to address underlying causes -- not just symptoms. • Recommend process improvements, training updates, or configuration changes to reduce repeat issues. • Support user access management, including provisioning, updates, and deactivation across Epic and related systems. • Assist with role-based access setup, permissions, and basic configuration activities aligned to business workflows. • Validate access and configuration against defined standards and escalate exceptions as needed. • Troubleshoot access issues and partner with technical teams on more complex system defects.

• Deliver engaging, role-based training for the P&C technology stack, including Applied Epic, and other agency tools that support end-to-end workflows. • Facilitate system demos, workflow walk-throughs, onboarding sessions, and reinforcement/optimization training aligned to implementations, conversions, and rollout plans. • Gather feedback from learners, leaders, and support teams to identify training gaps or opportunities for improvement. • Develop and maintain training materials, including job aids, quick reference guide, workflow documents, playbooks, e-learning/microlearning content (as applicable). • Support the translation of end-to-end P&C workflows into clear, practical guidance that integrates process + system usage + servicing standards. • Keep training content current with changes to workflows, systems, carriers, compliance requirements, and operating models. • Partner with Technology, Product/Workflow Owners, and Configuration teams to understand system updates and translate them into user-friendly training. • Work closely with P&C Operations leaders, Training & Development teammates, Change Management, Product / Workflow Owners, Technology and Field Support teams. • Ensure training reflects standard processes and aligns with broader operational and change initiatives. • Act as a trusted, approachable resource for employees learning new workflows or systems.

• Deliver engaging, role-based training for Employee Benefits technology stack, including Applied Epic, Applied Benefit Designer, and other agency tools that support end-to-end workflows • Facilitate system demos, workflow walk-throughs, onboarding sessions, and reinforcement/optimization training aligned to implementations, conversions, and rollout plans • Gather feedback from learners, leaders, and support teams to identify training gaps or opportunities for improvement • Develop and maintain training materials, including job aids, quick reference guide, playbooks, e-learning/microlearning content (as applicable) • Support the translation of end-to-end Employee Benefits workflows into clear, practical guidance that integrates process + system usage + servicing standards • Keep training content current with changes to workflows, systems, carriers, compliance requirements, and operating models • Partner with Technology, Product/Workflow Owners, and Configuration teams to understand system updates and translate them into user-friendly training • Work closely with Employee Benefits Operations leaders, Training & Development teammates, Change Management, Product / Workflow Owners, Technology and Field Support teams • Ensure training reflects standard processes and aligns with broader operational and change initiatives • Act as a trusted, approachable resource for employees learning new workflows or systems

• Design and develop visual elements, such as brochures, flyers, and social media graphics • Create digital assets, including email templates, web banners, microsites and website graphics • Collaborate with the marketing team to develop marketing campaigns and materials • Utilize Adobe Creative Suite, including InDesign, Photoshop, and Illustrator • Work with digital tools, such as digital asset management platforms • Develop and maintain brand consistency across all marketing channels • Assist in the production of trade show materials, including signage, banners, and giveaways

• Operate independently across varying agency environments, adapting quickly to local book compositions while consistently applying enterprise workflows and documentation expectations. • Triage and clear personal lines service backlogs including endorsements, evidence of insurance, mortgagee updates, billing inquiries, ID card requests, cancellations, reinstatements, policy checks, and renewal preparation. • Execute standardized workflows and standard operating procedures (SOPs). • Assist with processing evidence of insurance at scale, maintain lender/mortgagee lists, manage rush requests, and apply industry standard quality controls. • Support heavy personal lines tasks such as underwriting documentation, carrier-required forms, driver/membership updates, and review of inspection or eligibility requirements. • Communicate directly with clients, carriers, producers, and account managers to acknowledge requests, set expectations, and provide updates following standardized templates and communication protocols. • Coordinate remarketing efforts for accounts triggered by premium changes, eligibility issues, underwriting changes, or client request. • Document all servicing work in the AMS with consistent activity codes, checklist completion, attachments, and audit ready detail. • Identify and escalate E&O risks, bottlenecks, unresolved carrier issues, or documentation gaps. • Support agency teams during staffing transitions by temporarily managing assigned servicing queues and meeting defined SLAs. • Deployed for short-term engagements, supporting one or multiple locations virtually or on site depending on needs. • At the conclusion of each deployment, provide a complete documented wrap up including open items, next steps, renewal statuses, client commitments, and file artifacts. Recommendations for backlog and long-term improvement will also be included and shared with the Director of Product Management, Personal Lines.

• Operate independently across varying agency environments, adapting quickly to local book compositions while consistently applying enterprise workflows and documentation expectations. • Triage and clear commercial lines service backlogs including endorsements, certificates, evidence of insurance, loss run requests, audits, policy checks, billing inquiries, mid-term changes, and renewal preparation. • Execute standardized workflows and standard operating procedures (SOPs). • Assist with processing certificates of insurance at scale, maintain holder lists, manage rush requests, and apply industry‑standard quality controls. • Support compliance-heavy commercial tasks such as surplus lines documentation, TRIA forms, MVR requests, premium audits, and carrier-specific requirements. • Communicate directly with clients, underwriters, producers, and account managers to acknowledge requests, set expectations, and provide updates following standardized templates and communication protocols. • Coordinate remarketing efforts for accounts triggered by premium changes, poor loss performance, underwriting changes, or client request. • Document all servicing work in the AMS with consistent activity codes, checklist completion, attachments, and audit‑ready detail. • Identify and escalate E&O risks, bottlenecks, unresolved carrier issues, or documentation gaps. • Support agency teams during staffing transitions by temporarily managing assigned servicing queues and meeting defined SLAs. • Deployed for short-term engagements, supporting one or multiple locations virtually or on-site depending on needs. • At the conclusion of each deployment, will provide a complete documented wrap‑up including open items, next steps, renewal statuses, client commitments, and file artifacts.

• Support the configuration, operation, and ongoing optimization of Agency Management System (AMS), Applied Epic • Manage and monitor user setup, permissions, security roles/groups, and user access audits • Monitor system stability and escalate systemic issues as appropriate • Coordinate with IT and Applied Systems on updates, patches, new releases, and environment changes • Support release testing, including occasional weekend or after-hours participation • Maintain documentation of system changes, configurations, and standards • Implement workflow changes defined by Product Owners and the AMS Owner • Collaborate with Training and Data teams to ensure alignment and consistent user experience • Stay current on Applied Systems’ roadmap and Insurtech ecosystem developments • Serve as a subject-matter expert for Applied Epic functionality and best practices • Contribute to the technical knowledge base, including Known Errors, Workarounds, and FAQs • Work cross-functionally with internal teams and external vendors to support escalations • Manage IVANS/carrier downloads and ensure accurate data mapping and validation • Help establish and enforce data standards and quality controls • Perform recurring data audits and coordinate corrective actions • Design, build, and distribute system reports and dashboards to end users • Support agency leaders with data analysis • Lead or participate in process improvement initiatives focused on efficiency, data integrity, and user experience • Collaborate cross-functionally to identify opportunities to leverage Epic and ancillary systems more effectively • Evaluate new Epic features, tools, integrations, and Insurtech capabilities to recommend adoption strategies • Contribute to continuous improvement of governance, documentation standards, and operating procedures.

• 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. • 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. • Manage key milestones, risks, and dependencies for AMS implementation, enhancements, and workflow modernization efforts.