Broker Platform Onboarding & Support Specialist

Infosys; United States; On-site; USD 70,000 - 110,000; Full time

Job summary

Infosys BPM Limited is seeking a Senior Analyst for Knowledge Services to support brokers using a digital self-service platform for quote, bind, submission, and policy-servicing activities. You will manage broker inquiries, triage issues, and coordinate with underwriting, operations, and technology teams to ensure timely resolutions.

The role focuses on improving broker experience, platform adoption, and operational performance, while maintaining accurate service records and escalating where

Qualifications

• High School Diploma or GED required.
• 6+ years of relevant experience preferred.
• Experience in broker support or insurance domain is a plus.
• Experience supporting a digital self-service platform or customer portal is a plus.

Responsibilities

• Serve as primary contact for broker inquiries related to platform access, submissions, quotes, binding, and servicing.
• Manage requests via email and ServiceNow with triage, prioritization, investigation, and closure.
• Maintain complete case notes and resolution records meeting service levels and quality standards.
• Take end-to-end ownership of requests and coordinate with underwriting, operations, or technology teams.
• Process broker access requests and onboarding activities per security procedures.
• Troubleshoot login/authentication issues and assist brokers with self-service features.

Skills

Broker support

Stakeholder communication

Issue triage

Workflow coordination

Process improvement

Education

High School Diploma or GED

Tools

ServiceNow

Job description

Infosys BPM Limited is seeking a Senior Analyst for Knowledge Services to support brokers using a digital self-service platform for quote, bind, submission, and policy-servicing activities. You will manage broker inquiries, triage issues, and coordinate with underwriting, operations, and technology teams to ensure timely resolutions.

The role focuses on improving broker experience, platform adoption, and operational performance, while maintaining accurate service records and escalating where