Keystone Agency Partners

Sales

• Partner with the Director of Network Services and State Vice Presidents to identify, recruit, and onboard new Network Partner agencies within the assigned territory.
• Develop and implement regional sales strategies focused on increasing premium aggregation with Keystone Core Carriers and maximizing revenue growth.
• Build and maintain strong, consultative relationships with existing Network Partners and Carriers throughout the region.
• Utilize Salesforce to effectively manage pipeline activity, document sales efforts, and execute strategic growth initiatives.
• Promote and educate Network Partners on Keystone’s suite of Network Services while gathering feedback to identify opportunities for enhanced offerings and support.
• Facilitate and lead annual strategic planning sessions with Network Partners to drive long-term growth and operational success.
• Provide regular reporting on sales activity, pipeline progress, and business development initiatives to Network leadership.
• Manage and coordinate the onboarding process for new Network Partners.
• Educate members on available Network Services, carrier programs, and vendor discount opportunities.
• Stay informed on industry trends, market developments, and emerging best practices to support innovation and continuous improvement.
• Represent Keystone professionally through industry engagement, presentations, branding initiatives, and relationship-building activities.
• Cultivate strategic relationships with internal and external stakeholders that contribute to revenue generation and overall network growth.
• Support additional projects, initiatives, and responsibilities as assigned by leadership.

Network Regional Sales Director

Customer Support

• 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.

Technology Support Specialist

Operations

• 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

Agency Operations Trainer – Employee Benefits

• 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.

Agency Operations Trainer – Property & Casualty

Graphics Designer

• 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

Network Regional Sales Director

Technology Support Specialist

Agency Operations Trainer – Employee Benefits

Agency Operations Trainer – Property & Casualty

Associate Graphic Designer