Insurance Office of America

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 (Agency of Record), cancellations, and policy reviews.
• Managing incoming correspondence and facilitating effective team communication, including delegating work to Account Associates.
• Mentoring and training team members, fostering their professional growth and development.
• Maintain records, review and bind renewals, remarket, quote, and bind additional lines of business.
• Ensure clients' assets are protected through comprehensive insurance products and eliminate coverage gaps.
• Work with underwriters to find creative solutions for customer needs.
• Track expiration, past due renewals, and A/R reports to ensure timely servicing.
• Create and distribute client invoicing for new business, renewals, and premium-bearing endorsements; collect outstanding balances.
• Facilitate client claims processes as needed.
• Ensure productivity, efficiency, quality, and service standards are met; recommend corrective actions when appropriate.
• Maintain transparent communication with supervisor regarding obstacles and performance expectations; seek and implement performance coaching.
• Work with commercial sales personnel to develop solutions for mutual clients.
• Champion IOA core values and demonstrate integrity and leadership.

Personal Lines Account Manager

Account Executive

• Assist the account team in completing day-to-day administrative tasks
• 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
• Handle endorsements, audits, cancellations, reinstatements, policy releases, check requests, invoices
• Identify and reconcile billing inaccuracies, review policy forms, prepare submissions, online rating, proposals
• Maintain accurate and up-to-date data in agency systems
• Communicate with the account team regarding workload status and any issues

Account Associate – Commercial Insurance

Learning and Development

• Develop and execute leadership and talent development strategies that strengthen organizational capability, employee growth, engagement, and performance.
• Partner with business leaders to identify talent priorities, leadership needs, capability gaps, and workforce development opportunities.
• Design and implement leadership development initiatives that build the skills and behaviors required to lead self, others, and the business effectively.
• Oversee onboarding, new manager development, mentoring, internship, career development, and role-based learning programs across the organization.
• Develop scalable learning and career development pathways that support employee growth, internal mobility, succession readiness, and long-term success.
• Lead, coach, and develop the Learning Experience Lead and People Programs Lead while fostering collaboration, accountability, and continuous improvement.
• Ensure talent and leadership development programs are delivered with consistency, quality, engagement, and measurable impact.
• Collaborate with business leaders, subject matter experts, and People Services partners to design and implement effective development solutions.
• Build strong relationships across the organization and influence stakeholders to support leadership and talent development initiatives.
• Define success measures, evaluate program effectiveness, analyze talent metrics, and develop insights that support strategic decision-making.
• Use feedback, performance data, and business outcomes to enhance programs, improve effectiveness, and maximize organizational impact.
• Embed IOA Behaviors into leadership development, onboarding, career growth, and employee experience initiatives to reinforce organizational values.
• Support a culture of learning, growth, collaboration, accountability, and leadership excellence throughout the employee lifecycle.
• Maintain expertise in leadership development, talent management, organizational effectiveness, learning technologies, and industry best practices.
• Demonstrate integrity, leadership, accountability, and professionalism in all interactions.

Leadership & Talent Development

• 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
• Ensure 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
• 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 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

Account Manager – 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

Client Services Representative

• Delivering high quality payroll, technical support, and training to POA clients and internal teams
• Optimizing the UKG Ready platform experience across Payroll, HRMS, and TLM modules
• Maintaining a book of key accounts utilizing the UKG Ready platform
• Inputting and processing payroll data accurately and timely
• Conducting client trainings and assisting in adding any additional products as needed
• Proactively anticipating client needs and maintaining frequent and professional client communication
• Actively seeking to grow POA business by identifying and acting on sales opportunities
• Coordinating client training activities within a book of business
• Attending client hand-off meetings with the Implementation Team
• Developing and maintaining positive relationships with POA leadership and clients
• Ensuring beneficial outcomes using discretion and judgment
• Providing quality control over data integrity for all clients
• Participating in internal and external training to improve professional skills

Payroll & Client Service Specialist – UKG Ready

Billing Specialist

• Process Agency Bill transactions in EPIC, including premiums, taxes, fees, installments, split receivables, and wholesale billing.
• Generate and process transactions based on carrier invoices, rating sheets, allocation spreadsheets, and supporting documentation.
• Process pre-bill transactions and surplus lines activity in accordance with business requirements and regulatory guidelines.
• Review and verify EPIC data fields before processing.
• Collaborate with Account Management and internal teams to address billing questions, corrections, and discrepancies.
• Investigate and resolve billing issues, coordinating with appropriate departments.
• Associate and manage documentation within EPIC activity codes for audit readiness.
• Navigate EPIC and Microsoft Office tools to support billing functions.
• Identify opportunities to improve billing workflows and efficiency.

Billing Specialist – Shared Services

• 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.
• Key Responsibilities: 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.

• 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.
• 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.

• 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 – Generalist, Manufacturing

• Assist the account team in completing day-to-day administrative tasks
• Resolve basic and routine administrative and customer service issues
• Handle endorsements, audits, cancellations, reinstatements, policy releases, and more
• Maintain accurate and up-to-date data in agency systems
• 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
• Enhance technical skills and industry knowledge

Account Associate – Commercial Lines

• 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 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

Senior Account Associate – Commercial Lines/SBU

• 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.
• Create and distribute client invoicing for new business, renewals, or premium-bearing transactions, and collect outstanding balances.
• Assist with the facilitation of client claims processes as needed.
• Develop and maintain positive relationships with underwriters.
• Seek and adopt best practices to improve individual and team performance.
• 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.
• Manage assigned client relationships, including initiating and conducting client calls/meetings, handling bid bond requests, changes to bonds, cancellations, riders, and closing new business and renewals.

Bond/Surety Account Manager

Insurance

• Assist the account team in completing day-to-day administrative tasks
• Ensure no liability associated with errors or omissions occurs
• Specific responsibilities include data entry, reviewing policy forms for accuracy, general office support
• Assist with endorsements, audits, cancellations, reinstatements, and policy releases
• Prepare check requests, invoices, finance agreements, and summaries
• Maintain accurate and up-to-date data in agency systems
• Ensure timely completion of tasks and activities
• 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
• Enhance technical skills and industry knowledge

Personal Lines Account Manager

Account Associate – Commercial Insurance

Leadership & Talent Development

Account Manager Associate – Commercial Lines

Account Manager – Commercial Insurance

Desktop Support Specialist

Payroll & Client Service Specialist – UKG Ready

Billing Specialist – Shared Services

Account Associate – Commercial Insurance

Account Manager – Commercial Insurance

Commercial Insurance Account Manager – Generalist, Manufacturing

Account Associate – Commercial Lines

Senior Account Associate – Commercial Lines/SBU

Bond/Surety Account Manager

Account Assistant – Commercial Insurance, Entry Level