Insurance Office of America

Account Manager

• Manage an assigned book of business, ensuring account retention and supporting new business
• Coordinate day-to-day administrative and customer service activities, resolving complex issues, and ensuring no errors or omissions
• Serve as a subject matter expert for the account management team
• Maintain a high degree of technical competence and industry expertise
• Direct daily activities and workflow of the account management team
• Handle customer service requests, policy administration, billing, claims, and coverage analysis
• Manage policy expirations and renewals
• Conduct client research, prepare submissions, negotiate coverages, and present proposals
• Monitor reports and take action on delinquent accounts, collecting outstanding balances
• Maintain agency management systems and carrier/vendor platforms, ensuring data accuracy and completeness
• Monitor and maintain activity/suspense to ensure timely completion
• Maintain frequent, transparent communication with the account team regarding workload status and any issues
• Deliver excellent service, proactively anticipate needs, and respond quickly to service requests
• Stay updated on company policies and procedures
• Seek and adopt best practices to improve individual and team performance
• Demonstrate integrity and leadership

Senior Account Manager – Commercial Lines

• Manage an assigned book of business, ensuring account retention and supporting new business.
• Coordinate day-to-day administrative and customer service activities, resolving complex issues, and ensuring no errors or omissions.
• Direct daily activities of the account management team.
• Handle customer service requests, policy administration, billing, claims, and coverage analysis.
• Manage policy expirations and renewals.
• Conduct client research, prepare submissions, negotiate coverages, and present proposals.
• Monitor reports and take action on delinquent accounts, collecting outstanding balances.
• Maintain agency management systems and carrier/vendor platforms, ensuring data accuracy and completeness.
• Monitor and maintain activity/suspense to ensure timely completion.
• Maintain frequent, transparent communication with the account team regarding workload status and any issues.
• Deliver excellent service, proactively anticipate needs, and respond quickly to service requests.
• Stay updated on company policies and procedures.
• Seek and adopt best practices to improve individual and team performance.
• Demonstrate integrity and leadership.

Account Manager – Commercial Lines

• Manage an assigned book of business, ensuring account retention and supporting new business.
• Coordinate day-to-day administrative and customer service activities, resolving complex issues, and ensuring no errors or omissions.
• Serve as a subject matter expert for the account management team.
• Maintain a high degree of technical competence and industry expertise.
• Direct daily activities and workflow of the account management team.
• Handle customer service requests, policy administration, billing, claims, and coverage analysis.
• Manage policy expirations and renewals.
• Conduct client research, prepare submissions, negotiate coverages, and present proposals.
• Monitor reports and take action on delinquent accounts, collecting outstanding balances.
• Maintain agency management systems and carrier/vendor platforms, ensuring data accuracy and completeness.
• Monitor and maintain activity/suspense to ensure timely completion.
• Maintain frequent, transparent communication with the account team regarding workload status and any issues.
• Deliver excellent service, proactively anticipate needs, and respond quickly to service requests.
• Stay updated on company policies and procedures.
• Seek and adopt best practices to improve individual and team performance.
• Demonstrate integrity and leadership.

Senior Account Manager

• Manage an assigned book of business, ensuring account retention and supporting new business
• Coordinate day-to-day administrative and customer service activities, resolving complex issues, and ensuring no errors or omissions
• Maintain technical competence and industry expertise
• Direct daily activities of the account management team
• Handle customer service requests, policy administration, billing, claims, and coverage analysis
• Manage policy expirations and renewals
• Conduct client research, prepare submissions, negotiate coverages, and present proposals
• Monitor reports and take action on delinquent accounts, collecting outstanding balances
• Maintain agency management systems and carrier/vendor platforms, ensuring data accuracy and completeness
• Monitor and maintain activity/suspense to ensure timely completion
• Maintain frequent, transparent communication with the account team regarding workload status and any issues
• Deliver excellent service, proactively anticipate needs, and respond quickly to service requests
• Stay updated on company policies and procedures
• Seek and adopt best practices to improve individual and team performance
• Demonstrate integrity and leadership

Operations

• Responsible for direct management of Account Team staff
• Manage Account Management staff, monitor performance, and provide coaching
• Ensure compliance with HR processes and policies
• Ensure productivity, efficiency, quality, and service standards
• Manage staff days off calendars for service continuity
• Ensure appropriate staffing levels and recommend adjustments
• Participate in interviewing and hiring recommendations
• Prepare and deliver performance evaluations
• Provide coaching, consultation, and training
• Encourage growth and development of personnel
• Develop future branch operations leaders
• Promote IOA culture and improve engagement
• Identify performance gaps and implement corrective actions
• Monitor and interpret performance data
• Maintain transparent communication with leadership
• Develop and ensure compliance with core work processes
• Implement and enforce company policies
• Maintain high technical competence and industry expertise
• Continuously improve management and leadership skills
• Develop and maintain positive, productive relationships with IOA leadership, peers, co-workers, and employees

Branch Operations Supervisor – Commercial Lines

• Manage an assigned book of business, ensuring account retention and supporting new business.
• Coordinate day-to-day administrative and customer service activities, resolving complex issues, and ensuring no errors or omissions.
• Maintain technical competence and industry expertise.
• Direct daily activities of the account management team.
• Handle customer service requests, policy administration, billing, claims, and coverage analysis.
• Manage policy expirations and renewals.
• Conduct client research, prepare submissions, negotiate coverages, and present proposals.
• Monitor reports and take action on delinquent accounts, collecting outstanding balances.
• Maintain agency management systems and carrier/vendor platforms, ensuring data accuracy and completeness.
• Monitor and maintain activity/suspense to ensure timely completion.
• Maintain frequent, transparent communication with the account team regarding workload status and any issues.
• Deliver excellent service, proactively anticipate needs, and respond quickly to service requests.
• Stay updated on company policies and procedures.
• Seek and adopt best practices to improve individual and team performance.
• Demonstrate integrity and leadership.

Commercial Lines Account Manager – Construction, Contractors

Insurance

• Provide administrative and customer service support to the account team, Producer, and/or assigned group of accounts
• Work under the general direction of an Account Manager (AM), Account Executive (AE), or Producer
• Independently resolve moderately complex customer service problems and manage small-sized accounts or those with the least complex needs
• Assist in directing day-to-day activities and workflow of Team Support/Receptionist, Account Assistant, and/or Account Associate
• Track policy expirations for existing clients, ensuring renewals are processed accurately and on time
• Handle policy endorsements, audits, cancellations, reinstatements, lost policy releases, check requests, invoices, finance agreements, summaries of insurance, loss runs, MVRs, ID cards, certificates, binders, billing inaccuracies, and Agent of Record letters
• Conduct client research, gather underwriting information, perform loss run analysis, prepare submissions, evaluate and negotiate coverages and pricing, prepare and present proposals, bind coverage, and follow up for policy issuance
• Assist in reviewing contracts to ensure proper coverages are included
• Monitor reports and take action on delinquent accounts, collecting outstanding balances
• Maintain agency management systems and carrier/vendor platforms, ensuring data accuracy and completeness
• Monitor and maintain activity/suspense to ensure timely completion
• Deliver excellent service, proactively anticipate needs, and respond quickly to service requests
• Stay updated on company policies and procedures
• Seek and adopt best practices to improve individual and team performance
• Champion IOA Values: Demonstrate integrity and leadership

Senior Account Associate – Commercial Insurance

Customer Support

• Provide exceptional Spanish-language client service, anticipating needs and maintaining professional communication.
• Coordinate and track Spanish support service requests, ensuring timely and accurate delivery.
• Translate client-facing materials including flyers, emails, letters, presentations, and announcements.
• Assist with open enrollment activities for Longwood Key Accounts, including scheduling and logistics.
• Review benefit offerings and help prepare Spanish-language materials for open enrollment.
• Work closely with account management teams to ensure alignment on client service needs.
• Facilitate Spanish-language benefit inquiries and claims support for designated accounts.
• Maintain accurate documentation and files within the Spanish Support SharePoint site.
• Maintain frequent communication with Producers, Account Executives, Account Managers, and Branch Operations Supervisor.
• Develop and maintain positive relationships with carriers and internal stakeholders.
• Identify and act on opportunities to grow IOA business through Spanish support services.
• Participate in team training and development, promoting a positive and inclusive work environment.
• Recommend and implement process improvements to enhance service delivery and operational efficiency.
• Support teammates as needed to ensure consistent service excellence across the team.

Support Specialist – Bilingual, Spanish

• Manage an assigned book of business, ensuring account retention and supporting new business
• Coordinate day-to-day administrative and customer service activities, resolving complex issues, and ensuring no errors or omissions
• Maintain technical competence and industry expertise
• Direct daily activities of the account management team
• Handle customer service requests, policy administration, billing, claims, and coverage analysis
• Manage policy expirations and renewals
• Conduct client research, prepare submissions, negotiate coverages, and present proposals
• Monitor reports and take action on delinquent accounts, collecting outstanding balances
• Maintain agency management systems and carrier/vendor platforms, ensuring data accuracy and completeness
• Monitor and maintain activity/suspense to ensure timely completion
• Deliver excellent service, proactively anticipate needs, and respond quickly to service requests
• Stay updated on company policies and procedures
• Seek and adopt best practices to improve individual and team performance
• Demonstrate integrity and leadership

Account Manager – Commercial Insurance

• Assist the account team in completing day-to-day administrative tasks, recurring customer service tasks, and meeting performance requirements regarding production and quality.
• Ensure no liability associated with errors or omissions occurs.
• Responsibilities include resolving basic and routine administrative and customer service issues.
• Assist in directing day-to-day activities of Team Support/Receptionist and Account Assistant.
• Assist with general office tasks and administration.
• Handle endorsements, audits, cancellations, reinstatements, policy releases, check requests, invoices, finance agreements, summaries, loss runs, MVRs, ID cards, certificates, and binders.
• Identify and reconcile billing inaccuracies, review policy forms, prepare submissions, online rating, proposals, AOR letters, and support new/renewal business workflows.
• Maintain accurate and up-to-date data in agency systems.
• Ensure timely completion of tasks and activities.
• Keep the account team informed of workload status and any issues.
• Provide proactive and responsive service.
• Ensure productivity and quality standards are met.
• Participate in team building and promote a positive work environment.
• Seek and adopt best practices.
• Stay updated on company policies and procedures.
• Enhance technical skills and industry knowledge.
• Foster positive relationships with colleagues and leadership.
• Demonstrate integrity and leadership.

Account Associate – Commercial Insurance

Commercial Insurance Account Manager

• Responsible for overseeing client service and communication, ensuring excellence in every interaction.
• Managing administrative processes for client insurance policies such as renewals, remarkets, invoicing, evidence of insurance, MVRs, and Clue Reports.
• Handle proposals, AORs, cancellations, and policy reviews.
• Managing incoming correspondence and facilitating effective team communication.
• Delegate work to Account Associates.
• Mentor and train team members, fostering professional growth and development.

Personal Lines Account Manager

Account Manager – Commercial Insurance SBU

Senior Account Manager – Commercial Insurance

Commercial Lines Account Manager – Producer Operations Team

• Ensure all IOA entities, producers, and employees are compliant with carrier/broker and state licensing requirements
• Apply discretion and independent judgment to deliver outstanding service, anticipating needs, maintaining professional communication, and responding quickly with customized solutions
• Build strong working relationships with key regulatory, vendor, and broker/carrier contacts
• Collaborate with the Manager and team to create and document Carrier & Licensing Operations systems, procedures, and training tools
• Structure broker and carrier appointments to maximize market access
• Enter new or modified agreements in the Contract Management system for Legal review and execution
• Establish a dialogue with new broker and carrier partners to simplify onboarding
• Answer inquiries about market access and notify employees and agents of significant contract changes
• Facilitate book transfer activity, minimizing client disruption and transition time for new producers
• Analyze and process requests for new company and broker access
• Track licensing expenses, approve invoices, and provide reconciliation data to Accounting and Finance teams
• Audit existing licenses to identify compliance gaps and help formulate/execute resolution plans
• Research state requirements for all license types to ensure compliance
• Assist with ad hoc projects as requested by Management
• Continuously improve professional skills by participating in development opportunities
• Maintain positive, productive relationships with IOA leadership, peers, co-workers, teammates, and employees
• Exhibit a strong work ethic, positive attitude, and willingness to assist others
• Demonstrate integrity and leadership

Operations Specialist

• Manage an assigned book of business, ensuring account retention and supporting new business
• Coordinate day-to-day administrative and customer service activities, resolving complex issues, and ensuring no errors or omissions
• Serve as a subject matter expert for the account management team
• Direct daily activities and workflow of the account management team
• Handle customer service requests, policy administration, billing, claims, and coverage analysis
• Manage policy expirations and renewals
• Conduct client research, prepare submissions, negotiate coverages, and present proposals
• Monitor reports and take action on delinquent accounts, collecting outstanding balances
• Maintain agency management systems and carrier/vendor platforms, ensuring data accuracy and completeness
• Monitor and maintain activity/suspense to ensure timely completion
• Maintain frequent, transparent communication with the account team regarding workload status and any issues
• Deliver excellent service, proactively anticipate needs, and respond quickly to service requests
• Stay updated on company policies and procedures
• Seek and adopt best practices to improve individual and team performance
• Demonstrate integrity and leadership

Senior Account Manager – Commercial Lines

Account Manager – Commercial Lines

Senior Account Manager

Senior Account Manager – Commercial Lines

Branch Operations Supervisor – Commercial Lines

Commercial Lines Account Manager – Construction, Contractors

Senior Account Associate – Commercial Insurance

Support Specialist – Bilingual, Spanish

Account Manager – Commercial Insurance

Account Associate – Commercial Insurance

Commercial Insurance Account Manager

Personal Lines Account Manager

Account Manager – Commercial Insurance SBU

Senior Account Manager – Commercial Insurance

Commercial Lines Account Manager – Producer Operations Team

Senior Account Manager – Commercial Lines

Operations Specialist

Senior Account Manager, Commercial Insurance