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 Lines, Aviation

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

Account Manager – Commercial Insurance

• Assist the account team in completing day-to-day administrative tasks
• Ensure no liability associated with errors or omissions occurs
• Maintain accurate and up-to-date data in agency systems
• Provide proactive and responsive service

Account Assistant – Commercial Insurance

• Responsible for IOA Benefits Account Management activities under Producer direction.
• 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.

Account Manager – Employee Benefits

Account Executive

• Manage IOA Benefits Account activities and sales
• Ensure outstanding client service and no errors in assigned book of business
• 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 during renewal process
• Build and improve client relationships
• Identify market trends and provide benchmark data
• Maintain accurate data in the agency system
• Support team training and development
• Ensure adherence to company policies and industry standards

Account Executive – Employee Benefits

• Responsible for the strategic coordination and execution of client marketing, servicing, risk management, and/or sales activities.
• Manage a book of business, increase account retention, and resolve complex customer service problems.
• Actively seek to grow IOA business by identifying and acting on sales opportunities, and serve as a resource to the account team and Producers.
• Direct daily activities and workflow of the account team.
• Maintain high technical competence and industry expertise.
• Ensure beneficial outcomes using discretion and judgment.
• Manage client relationships, conduct meetings, and close business.
• Act as a communication conduit between Producers and the account team.
• Manage account activities, policy administration, billing, claims, and more.
• Manage policy expirations and renewals.
• Conduct research, gather information, prepare submissions, and bind coverage.
• Monitor reports and collect outstanding balances.
• Maintain data accuracy in agency management systems.
• Ensure timely completion of activities.
• Deliver excellent service, anticipate needs, and respond quickly to requests.
• Stay updated on company policies and procedures.
• Seek and adopt best practices to improve individual and team performance.
• Demonstrate integrity and leadership.

Account Executive – Commercial Insurance

Operations

• Monitor productivity, efficiency, quality, and service standards
• Promote IOA culture and support team engagement
• Support ongoing staff training and development
• Develop future branch operations leaders
• Lead Account Management staff and provide coaching and guidance
• Ensure compliance with HR policies and processes
• Participate in hiring, interviewing, and onboarding
• Deliver evaluations and maintain transparent communication with leadership
• Assign and balance workloads to ensure service continuity
• Implement and enforce processes and best practices
• Monitor and interpret performance data and take action as needed
• Maintain accurate data across agency and carrier systems
• Manage an assigned book of business
• Serve as a subject matter expert for coverage and service questions
• Manage client relationships and support renewals and service needs
• Oversee policy administration, placement, billing, claims support, and documentation of accuracy
• Lead or support the full renewal and new business process
• Deliver excellent service and proactively anticipate client needs
• Stay updated on company policies and procedures
• Demonstrate integrity and leadership

Operations Supervisor – Commercial Insurance

• 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

• 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

• 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.