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.
• 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, Construction/Contractors

Operations

• Responsible for direct management of Account Team staff, including assigning tasks and managing workflows
• Monitoring and improving staff performance
• Scheduling, human resource management, staffing, training, staff development, staff communication and support
• Ensuring process, policy, and procedure compliance
• Managing Account Management staff, monitoring performance, and providing coaching
• Ensuring compliance with HR processes and policies
• Managing staff days off calendars for service continuity
• Ensuring appropriate staffing levels and recommending adjustments
• Participating in interviewing and hiring recommendations
• Preparing and delivering performance evaluations
• Providing coaching, consultation, and training
• Encouraging growth and development of personnel
• Developing future branch operations leaders
• Promoting IOA culture and improving engagement
• Identifying performance gaps and implementing corrective actions
• Monitoring and interpreting performance data
• Maintaining transparent communication with leadership
• Developing and ensuring compliance with core work processes
• Implementing and enforcing company policies
• Maintaining high technical competence and industry expertise
• Continuously improving management and leadership skills
• Developing and maintaining positive, productive relationships with IOA leadership, peers, co-workers, and employees

Branch Operations Supervisor – Commercial Insurance

Account Executive

• Assist the account team in completing day-to-day administrative tasks, recurring customer service tasks, and meeting performance requirements regarding production and quality
• 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

• Ensure all IOA entities, producers, and employees are compliant with carrier/broker and state licensing requirements
• Process agency appointments, contracts, and book transfers
• Manage sales team access to carriers and brokers
• Coordinate and execute agency and producer licensing activities
• Deliver outstanding service, anticipating needs and communicating professionally
• Build strong working relationships with key regulatory and broker/carrier contacts
• Create and document Carrier & Licensing Operations systems, procedures, and training tools
• Structure broker and carrier appointments to maximize market access
• Track licensing expenses, approve invoices, and provide reconciliation data to Accounting and Finance teams
• Audit existing licenses to identify compliance gaps and facilitate resolutions
• Research state requirements for all license types

Operations Specialist

Account Manager – Commercial Insurance, Agriculture/Construction

• 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 Insurance, Agriculture/Construction

Commercial Insurance Account Manager

Marketing

• Deliver rating and marketing support to agents and account teams across IOA locations.
• Provide quotes and bind new business and endorsements through multiple carriers.
• Build and maintain strong relationships with carrier underwriters through frequent and professional communication.
• Stay informed on changes in carrier appetite, coverage options, billing procedures, and system enhancements.
• Research and apply marketing solutions tailored to client and carrier needs.
• Assist internal teams with coverage, documentation, and procedures to ensure accurate business placement.
• Accurately rate new business, remarket renewal accounts, and process endorsements.
• Maintain working knowledge of proposal formats and expectations.
• Create and implement procedures to enhance rating and marketing efficiency.
• Identify and act on opportunities to support business growth.
• Track individual productivity, quality, and service standards, and take corrective action when needed.
• Provide back-up support to teammates to ensure consistent service excellence.
• Participate in training, mentoring, and ongoing development opportunities.
• Continuously improve professional skills through internal and external learning.
• Demonstrate integrity and leadership.

Rating and Marketing Support – Commercial Lines

• Ensure all IOA entities, producers, and employees are compliant with carrier/broker and state licensing requirements
• Process agency appointments, contracts, and book transfers
• Manage sales team access to carriers and brokers
• Coordinate and execute agency and producer licensing activities
• Apply discretion and independent judgment to deliver outstanding service
• Build strong working relationships with key regulatory, vendor, and broker/carrier contacts
• Create and document Carrier & Licensing Operations systems, procedures, and training tools
• Structure broker and carrier appointments to maximize market access
• Track licensing expenses, approve invoices, and provide reconciliation data to Accounting and Finance teams
• Research state requirements for all license types to ensure compliance