Keystone Agency Partners

System Administrator

• 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.

Agency Systems Administrator – Applied Epic

Account Manager

• 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.

Personal Lines Support Account Manager

• 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.

Agency Systems Administrator – Applied Epic

Personal Lines Support Account Manager

Commercial Lines Support Account Manager