Insurance Office of America

Operations

• Assess, map, and redesign business processes using established methodologies to enhance quality, efficiency, and consistency
• Apply techniques such as Lean, Six Sigma, ISO, Agile, or related frameworks to diagnose issues and recommend solutions
• Collect, analyze, and interpret data to uncover trends, identify bottlenecks, and validate opportunities for improvement
• Lead or support multiple process improvement initiatives, coordinating tasks and timelines with moderate supervision
• Facilitate working sessions with stakeholders across departments to build consensus and ensure alignment throughout improvement efforts
• Assist in communicating, implementing, and reinforcing new or updated processes while helping stakeholders adapt effectively
• Create detailed process documentation, workflows, diagrams, and training materials to support adoption and knowledge transfer
• Support the development of metrics, dashboards, or monitoring tools to track process effectiveness and sustainability
• Partner with business units to identify improvement opportunities and provide recommendations aligned with organizational goals
• Deliver process-related presentations or training as needed to support project understanding and alignment
• Engage in quality improvement initiatives and ensure processes meet IOA standards, regulatory requirements, and best practices
• Support process reviews that consider operational risks, ensuring redesigns address compliance and quality implications
• Assist in integrating updated processes within existing systems and business operations, coordinating with impacted teams
• Maintain awareness of relevant insurance industry processes, trends, and regulatory practices to inform recommendations
• Provide guidance to junior team members when needed and collaborate closely with peers on shared improvements.

Process Improvement Analyst II

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
• Ensure production and quality standards are met while safeguarding against liability
• Independently resolve moderately complex customer service problems and manage small-sized accounts
• Assist in directing day-to-day activities and workflow of team members
• Track policy expirations for existing clients and ensure renewals are processed accurately
• Handle policy endorsements, audits, cancellations, and other related tasks
• Conduct client research, gather underwriting information, and evaluate coverages
• Assist in reviewing contracts to ensure proper coverages are included
• Monitor reports and take action on delinquent accounts

Senior Account Associate – Commercial Insurance

Account Manager

• Provide administrative and customer service support to the account team, Producer, and/or assigned group of accounts.
• Work with minimal direction from an Account Manager (AM), Account Executive (AE), or Producer, ensuring production and quality standards are met while safeguarding against liability associated with errors and omissions.
• Independently resolve moderately complex customer service problems and manage smaller-sized accounts or those with less complexity.
• Maintain technical competence and industry expertise.
• Assist in directing day-to-day activities and workflow of Team Support/Receptionist, Account Assistant, and/or Account Associate.
• Handle customer service requests, policy administration, billing, claims, and coverage analysis.
• Manage policy expirations and renewals.
• 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.
• Process tasks accurately and within required timeframes.
• 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.
• 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 Associate – Commercial Insurance

Customer Support

• Provide first-level technical support via phone for desktops, laptops, printers, and related hardware
• Troubleshoot and resolve software issues, including operating systems, Microsoft Office Suite, and other business applications
• Assist with the setup, configuration, and deployment of new hardware and software for end users
• Maintain and update help desk tickets, ensuring timely resolution and accurate documentation of issues and solutions
• Collaborate with IT teams to escalate and resolve complex technical problems
• Perform routine maintenance and updates on desktop systems to ensure optimal performance and security
• Support remote users with connectivity, VPN access, and remote desktop tools
• Provide training and guidance to users on best practices and efficient use of technology tools
• Maintain inventory of desktop hardware, software licenses, and peripheral equipment
• Assist in implementing and enforcing IT policies and procedures related to desktop usage and security
• Participate in IT projects involving desktop rollouts, upgrades, and migrations
• Ensure compliance with company standards and security protocols in all desktop support activities
• Document technical procedures, troubleshooting steps, and user guides for internal use
• Collaborate with vendors and service providers for warranty repairs and technical support
• Contribute to continuous improvement initiatives within the IT support function

Desktop Support Specialist

• 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.
• Team Support: Assist in directing day-to-day activities of Team Support/Receptionist and Account Assistant.
• Office Support: Assist with general office tasks and administration.
• Policy Processing: Handle endorsements, audits, cancellations, reinstatements, policy releases, check requests, invoices, finance agreements, summaries, loss runs, MVRs, ID cards, certificates, and binders.
• Task Management: Identify and reconcile billing inaccuracies, review policy forms, prepare submissions, online rating, proposals, AOR letters, and support new/renewal business workflows.
• Data Management: Maintain accurate and up-to-date data in agency systems.
• Activity Monitoring: Ensure timely completion of tasks and activities.
• Communication: Keep the account team informed of workload status and any issues.
• Service Excellence: Provide proactive and responsive service.
• Performance Monitoring: Ensure productivity and quality standards are met.
• Promote Culture: Participate in team building and promote a positive work environment.
• Continuous Improvement: Seek and adopt best practices.
• Compliance: Stay updated on company policies and procedures.
• Professional Development: Enhance technical skills and industry knowledge.
• Relationship Building: Foster positive relationships with colleagues and leadership.
• Champion IOA Values: Demonstrate integrity and leadership.

Account Associate – Commercial Insurance

• The Account Manager Associate – Bonds supports the management of an assigned surety book of business under the direction of the Account Executive.
• Delivers exceptional client service
• Supports daily bond administration activities
• Oversees workflow for assigned Account Assistant(s)
• Ensures timely, accurate processing of bond transactions
• Works closely with Producers, clients, and surety partners
• Facilitates renewals, new business submissions, endorsements, invoicing, and overall account servicing

Bond/Surety Account Manager

Product Manager

• Define and maintain a product roadmap aligned with organizational goals and vision
• Conduct industry research and competitive analysis to inform feature development
• Prioritize and manage the product backlog to meet delivery milestones
• Create clear, concise product requirements, including functional specifications and process flows
• Develop high-quality User Stories and acceptance criteria for development teams
• Partner with UX Designers to create prototypes and wireframes
• Lead Sprint Planning, Daily Stand-Ups, Sprint Demos, and Retrospectives
• Facilitate backlog refinement sessions to ensure clarity and prioritization
• Collaborate with technical teams to estimate development efforts and plan releases
• Work with clients and internal teams to define and negotiate requirements
• Identify and manage dependencies across teams and systems
• Analyze product performance metrics to identify areas for improvement and optimize conversion
• Develop deep knowledge of core business functions, processes, and workflows
• Maintain familiarity with core systems, applications, and technical platforms
• Influence stakeholders at all levels through strong organizational and communication skills

Product Owner – AI, Insurance Innovation

Accounting Manager

• Vendor payables goal is to reconcile and process all payments to vendors and employees in a timely manner
• High volume of entering invoices into EPIC (accounting software)
• Review invoices for accuracy and obtain approval from the appropriate manager to make payment
• Reconciliation of vendor accounts and taking corrective action when accounts are out of balance
• Obtain W-9s from new vendors as needed
• Maintain the general email account for the vendor payables department
• Create journal entries as needed for accounting uploads and corrections
• Scan paper checks with backup to SharePoint
• Analyze vendor accounts and determine proper GL coding
• Assist employees in entering expense reimbursements into Chrome River
• Review and approve expense reports and corporate credit card transactions
• Process export of expense reimbursements into EPIC ensuring employees receive payment
• Ensure accuracy and compliance with company policy, and federal and state laws
• Process special manual checks and off-cycle payments as needed
• Demonstrate integrity and leadership

Accounting Specialist – Vendor Payables

Account Executive

• Manage IOA Benefits Account activities and sales in collaboration with the Producer
• Ensure outstanding client service and no errors
• Direct daily activities of Account Managers and Coordinators
• Identify and act on sales opportunities
• Manage client data, communication, and benefits plan setup
• Update client data, manage communication, and assist with budgeting and compliance
• Build and improve client relationships
• Identify market trends and represent clients in negotiations
• Maintain accurate data in the agency system
• Support team training and development
• Ensure adherence to company policies and industry standards

Account Executive – Employee Benefits

• 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 Insurance Account Manager – Transportation

Implementation Specialist

• Configure, test, demonstrate, and activate POA Payroll, HRIS, Time & Labor Management, and Benefits solutions
• Coordinate and deliver client training sessions
• Work closely with Sales partners to support client hand‑offs
• Provide quality control and validation of client data
• Deliver outstanding client service by maintaining professional communication
• Develop and maintain positive relationships with clients and team members
• Actively seek opportunities to expand POA services

• 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, ensuring production and quality standards are met while safeguarding against liability associated with errors and omissions
• 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
• 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

• Client service excellence: Deliver outstanding service by proactively anticipating client needs, maintaining professional communication, and responding promptly to inquiries.
• Workers’ Compensation (WC) program management: Oversee PAYGO setup, reporting, and renewals, ensuring accurate net rate calculations and timely carrier submissions.
• WC collaboration: Partner with IOA Producers, Sales, and internal teams to resolve WC issues and maintain accurate policy data.
• WC reporting automation: Collaborate with Software Development and Reporting teams to streamline WC file feeds and reporting processes.
• Tax setup quality control: Review new client setups for accuracy, including tax codes, account formats, and payroll schedules.
• Conversion data validation: Balance and verify conversion data against source documents such as tax returns and payroll records.
• Tax deposit monitoring: Manage daily tax deposits and ensure proper handling of conversion payrolls within MasterTax.
• Tax compliance support: Assist with tax registrations, notice resolution, and quarterly/annual reporting including W-2s and amendments.
• 401(k) reporting: Ensure accurate setup and timely submission of 401(k) reports to plan administrators, including off-cycle payrolls.
• Process improvement: Identify and communicate opportunities to enhance operational efficiency and data accuracy.
• Internal collaboration: Work closely with Implementation, Payroll, and HRIS teams to support cross-functional initiatives.
• Training and development: Participate in internal and external training to maintain technical competence and industry knowledge.
• Team support: Act as a backup for teammates and contribute to overall team service excellence.
• Positive relationships: Build and maintain productive relationships with clients, sales partners, and internal stakeholders.
• Professional development: Continuously improve professional skills by actively participating in internal and external development opportunities.
• Champion IOA Values: Demonstrate integrity and leadership.

Tax and Operations Support Specialist

• Manage book of business, meeting performance requirements and ensuring no liability.
• Deliver outstanding service, anticipate needs, and respond quickly.
• Lead the account team with a strong work ethic and positive attitude.
• Direct daily activities of Account Coordinators, assign tasks, and monitor execution.
• Identify and act on sales opportunities to grow IOA business.
• Manage new business setup, including data gathering and client file creation.
• Manage renewals, verify client data, liaise with clients and carriers, and conduct meetings.
• Build and improve client relationships, seek feedback, and implement improvements.
• Advocate for clients and carriers for beneficial outcomes.
• Identify and implement value-added solutions for clients.
• Compile, analyze, and report client plan performance data, maintain data accuracy.
• Develop and maintain positive carrier relationships.
• Support team training, promote a positive work environment, and seek improvement.
• Maintain transparent communication with Producers and team members.
• Ensure adherence to company policies and industry standards.
• Demonstrate integrity and leadership, championing IOA core values.

Senior Account Manager – Employee Benefits

• Manage an assigned book of business, ensuring performance requirements are met and no liability occurs.
• Deliver outstanding service, anticipate client needs, maintain professional communication, and respond quickly to requests.
• Lead the account team with a strong work ethic, positive attitude, and willingness to assist others.
• Direct daily activities of Account Coordinator(s), assign tasks, communicate expectations, monitor execution, and recommend corrective actions.
• Identify and act on sales opportunities to grow IOA business.
• Manage new business setup, including data gathering, client file creation, communication, AOR notifications, carrier rates, internal services setup, compliance audits, client education, and employee meetings.
• Manage renewals by verifying client data, updating files, liaising with clients and carriers, obtaining rates, ensuring internal services usage, performing audits, coordinating training, and conducting meetings.
• Build and improve client relationships, seek feedback, and implement improvements.
• Advocate for clients and carriers to ensure mutually beneficial outcomes.
• Identify and implement value-added solutions for clients.
• Support team training and development, promote a positive work environment, and seek continuous improvement.
• Maintain transparent communication with Producers and team members.
• Ensure adherence to company policies and industry standards.
• Champion IOA core values and demonstrate integrity and leadership.