Download Support Analyst

About Keystone 

Keystone is one of the largest and fastest-growing insurance brokerages in the country — ranked #26 among U.S. retail brokers and #4 fastest-growing in the Top 50 by Business Insurance. Our platform spans 33+ states, 180+ agency partners, and more than $500 million in revenue — uniting some of the country's most respected independent agencies with the scale, tools, and resources of a national brokerage. Through operational support in finance, HR, marketing, technology, producer development, and M&A, we empower agencies to grow while preserving what makes them who they are — their client relationships and their role in the communities they serve. Guided by our trademarked commitment, "Trust, our most important policy," Keystone is building the insurance solution every family and business can count on. For more information, visit https://mykeystone.com/.

Download Support Analyst

Position Summary:

The Download Support Analyst is an operational support position reporting to the Enterprise Download Manager. It focuses on ensuring reliable day-to-day carrier download operations by monitoring download activity, resolving suspense and exception items, troubleshooting carrier connectivity issues, coordinating with carriers and IVANS, and supporting agency management system conversions. The role also serves as a support point for business teams, helps maintain documentation, and tracks recurring issues to improve download processes, automation, and enterprise standardization.

Key Responsibilities:

• Monitor daily carrier download activity and identify failed, missing, delayed, or incomplete download transactions.
• Process suspense queues and resolve download exceptions in accordance with enterprise procedures and service level expectations.
• Research and troubleshoot carrier download issues, escalating complex connectivity or system issues to the Enterprise Download Manager, carriers, IVANS, or technology partners as needed.
• Support download testing, validation, cutover, and post-conversion stabilization activities for agency management system conversions and acquired books of business.
• Maintain accurate documentation of download issues, resolutions, carrier setup requirements, and process updates.
• Assist business teams with questions related to carrier download workflow, suspense handling, and download best practices.
• Track recurring issues and exception trends to support process improvement, automation opportunities, and enterprise download standardization.

Qualifications:

• Minimum of 4 years of insurance operations experience with expertise in carrier download and agency management systems.
• Hands-on experience with Applied Epic and Microsoft Office Suite required.
• Deep knowledge of IVANS connectivity and policy, claims, commissions, and eDocs download processes.
• Proven ability to manage cross-functional projects and collaborate with carriers, technology teams, and business stakeholders.
• Strong analytical, communication, and problem-solving skills.
• Ability to travel up to 15%.
• Ability to pass a criminal background check, as permitted by law.

Work Environment: This position offers remote work flexibility.

Salary Transparency Statement: In accordance with state and local pay transparency laws, we will provide the applicable salary range upon request to candidates who reside in jurisdictions where such disclosure is required.

Benefits:

• Competitive Salary
• Health Insurance Plans (PPO, HSA, Copay Options)
• Dental Insurance
• Vision Insurance
• Company Paid Disability Insurance
• Supplemental Insurance including Critical Illness, Accident, Legal, Pet Insurance
• 401(k) with Safe Harbor Match
• Paid Time Off 
• Paid Holidays

No Solicitation Notification to Agencies: Please note that Keystone and our Partner Agencies do not accept unsolicited resumes or calls from third-party recruiters or employment agencies. In the absence of a signed Master Service Agreement and approval from HR to submit resumes for a specific requisition, Keystone will not consider or approve payment to any third parties for hires made.