Operations Technical Specialist (Commercial/Personal Insurance)

Job Description: Title: Operations Technical Specialist – Training & Development Work Mode: Fully Remote | Location/Supporting: Longwood, FL office | Experience: Licensing and experience with Applied Products are strong preferred. Consideration will be given to candidate with prior EPIC and Commercia/Personal lines insurance experience who are seeking to further develop their expertise within Epic. Please note: If this position is posted as either fully remote and/or hybrid, in accordance with company policy, individuals residing within a 50-mile radius of a branch location may be required to work onsite in a hybrid capacity as there may be occasions when on-site presence is necessary to meet specific business needs. Additionally, our remote work policy includes having a dedicated, distraction-free workspace. Remote work is not a substitute for childcare, elder care, or other personal responsibilities during working hours. To view our branch locations, please visit: ioausa.com/locations About the Role: The Operations Technical Specialist supports and enhances insurance operations through agency management system expertise, operational assurance, and process improvement. This role partners closely with Epic training partners. operations, and leadership to ensure systems are optimized and aligned with business goals. Key Responsibilities: Technical Competence: Maintain technical competence in IOA’s systems. Independent Judgment: Exercise discretion and independent judgment for beneficial outcomes. Strategic Implementation: Implement strategic and tactical plans to achieve team goals. Collaboration: Collaborate with branch and regional operations and sales personnel. Travel: Travel to meet with branch operations teams as needed. Technical Training: Provide technical support for the Applied Epic agency management systems. Also administer EPIC, CSR24, Indio, and related tools including adding new users, user terminations, resolving user issues. Quality Assurance: Oversee quality audit processes for Epic training effectiveness. Software Administration: Administer and train users on assigned software. Documentation: Maintain and publish manuals and newsletters. Software Evaluation: Support teams by evaluating and implementing software products. Process Improvement: Develop and improve compliance with core processes and best practices. Communication: Maintain frequent, transparent communication with supervisors about performance and activities. Service Excellence: Provide excellent proactive service and respond quickly to inquiries. Policy Compliance: Stay updated on company policies and procedures. Continuous Improvement: Seek and adopt best practices to improve individual and team performance. Champion IOA Values: Demonstrate integrity and leadership. Ideal Candidate Qualifications: 5+ years of industry experience, with wide-ranging industry knowledge. All required active licensing. Exceptional customer service, communication, multitasking, and organizational skills. Strong analytical, problem-solving, and decision-making skills. Ability to perform large work volumes with high degrees of accuracy and attention to detail. Proficiency in MS Office (Outlook, Word, Excel). High School Diploma (or equivalent) Consideration will be given to candidates with prior EPIC and Commercial or Personal lines insurance experience who are seeking to further develop their expertise within EPIC What We Offer: Competitive salaries and bonus potential Company-paid health insurance Paid holidays, vacations, and sick time 401K with employer match Professional growth and career progression opportunities Respectful culture and work/family life balance Community service commitment Supportive teammates and a rewarding work environment What to Expect (Application Process): 30-Minute Phone Screen, Online Assessments, and Interview(s) Salary Range The expected pay range for this position is $60,000 to $85,000 per year, depending on experience, relevant skills, and geographic location. Insurance Office of America is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.