Operations Technical Support Specialist

Job Description

Job Description

Lamb is the leading commercial insurance broker dedicated to non-profits and social services organizations nationwide. Lamb is a socially conscious organization boasting an amazing culture of relentless grit and continuous improvement. We go to work every day to positively affect people's lives, and we strive to do the same for our employees. Lamb has been recognized as one of the best places to and we are proud of our culture!

The Operations Technical Support Specialists will assist with executing foundational operational workflows across the policy lifecycle within Applied EPIC. This role assists in processing new business, renewals, endorsements, audits, cancellations, reinstatements, certificates, carrier document intake, and billing transactions for accounts within defined revenue bands. 

Working in a high-volume, detail-driven environment, the Operations Technical Support Specialists will ensure data integrity and consistent workflow execution while partnering closely with internal teams under established standards. 

Operation Technical Support Specialists will have at least 2 years of commercial insurance experience including policy review and insurance terms. The role focuses on learning major tasks for each team and assist each team on a weekly basis with their workload.

Performance in this role is measured by accuracy (quality of work), production tracker, adherence to turnaround Service Level Agreements (SLAs), and achievement of volume goals (capacity) within revenue bands. 

Primary Responsibilities 

• Maintain accurate policy records, documentation, and activities in Applied EPIC in accordance with OTech standards. 
• Process new business, renewals, endorsements, audits, cancellations, and reinstatements for accounts
• Support direct bill and all agency bill types of billing structures as assigned. 
• Review carrier-issued policies, invoices, and notices to ensure accurate and timely data entry. 
• Issue Certificates of Insurance, Evidence of Property (EOPs), and Auto ID cards using CSR24 and EPIC. 
• Follow established documentation standards, naming conventions, and attachment protocols ("EPIC is the file"). 
• Enter Daily work on a Production Tracker
• Participate in workflow documentation updates and operational enablement initiatives as assigned. 
• Meet established quality & production standards, maintaining high levels of data accuracy and documentation integrity. 
• Adhere to defined turnaround SLAs for assigned workflows. 
• Achieve assigned volume goals for all accounts assigned to work.

Qualifications 

• Commercial insurance experience is required
• Proficiency in Microsoft Office (Outlook, Excel, Word). 
• Strong technical aptitude and ability to learn Applied EPIC and internal workflow systems. 
• Ability to follow structured processes and maintain high data accuracy. 
• Comfort working in a high-volume, deadline-driven environment. 

Preferred Soft Skills 

• Strong attention to detail and commitment to data integrity. 
• Coachable and receptive to feedback. 
• Organized and dependable. 
• Ability to work within defined guidelines and escalate appropriately. 
• Collaborative, team-oriented mindset. 
• Strong time management and personal accountability. 

Performance Expectations 

• Accuracy (Quality): Data integrity, documentation compliance, and low error rates. 
• Turnaround Service Level Agreements (SLAs): Timely completion of assigned workflows within established service standards.
• Volume (Capacity): Ability to meet production expectations
• Production: Ability to meet or exceed production expectations
• Any other duties that may be assigned by supervisor

Lamb is a proud Equal Opportunity Employer. Lamb is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions are based on business needs, job requirements and individual qualifications without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Lamb will not tolerate discrimination or harassment based on any of these characteristics. We believe that variety in experience makes us stronger as individuals, as communities, and as a company. Fostering an environment where all employees feel empowered to bring their authentic self to work is our priority