Insurance Office of America

Account Manager

• Provide employee benefits account management activities under Producer direction
• Support other IOA account teams during their first 3–6 months with account management and service
• Manage an assigned book of business and ensure performance requirements are met
• Deliver client service, anticipate needs, maintain professional communication, and respond to requests
• Lead account teams and direct Account Coordinator daily activities, task assignments, expectations, execution monitoring, and corrective actions
• Identify and act on sales opportunities to grow IOA business
• Manage new business setup, including data gathering, client file creation, AOR notifications, carrier rates, internal services setup, compliance audits, client education, and employee meetings
• Manage renewals through data verification, file updates, client and carrier liaison, rate acquisition, audits, training coordination, and 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 client solutions
• Support team training, development, continuous improvement, and a positive work environment
• 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

Account Manager – Employee Benefits

Broker

• Support accounts and meet performance requirements for production, quality, and service
• Deliver customer service and respond to service requests
• Assist in appointing new retail agents and brokers
• Manage intake of new business submissions, set up accounts in Epic, qualify submissions, and obtain loss runs
• Maintain the new business pipeline spreadsheet with the Broker
• Assist with renewals, gather information, send renewal letters, and set up renewal activities
• Process new, renewal, and other policy transactions, including midterm changes, audits, cancellations, reinstatements, and Agent of Record changes
• Manage USAT email inboxes and log submissions
• Provide marketing and administrative support, including policy binders and invoicing
• Manage incoming mail, faxes, and correspondence
• Maintain accurate and up-to-date agency management system data
• Monitor and complete pending Epic activities
• Identify and rectify simple policy billing issues and refer complex issues to the Broker
• Monitor performance and take corrective actions when required
• Ensure compliance with USAT guidelines and SOPs and develop technical and industry knowledge through training

Broker Assistant

Operations

• Provide direct leadership and day-to-day oversight of Account Management staff within the branch
• Guide team performance and ensure compliance with established processes and procedures
• Maintain service excellence and support staff development
• Strengthen operational efficiency
• Serve as a senior-level resource for complex client service needs
• Manage an assigned book of business
• Monitor productivity, efficiency, quality, and service standards
• Promote IOA culture and support team engagement
• Support 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
• 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 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

• Manage an assigned book of business, ensuring account retention and supporting new business
• Coordinate day-to-day administrative and customer service activities
• Resolve complex issues and ensure 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 issues
• Deliver excellent service, 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

Account Assistant

• Assist the account team with day-to-day administrative tasks and recurring customer service tasks
• Complete data entry and word processing
• Review policy forms for accuracy
• Handle transmittals to clients and insureds
• Provide general office support and administration
• Assist with endorsements, audits, cancellations, reinstatements, and policy releases
• Prepare check requests, invoices, finance agreements, summaries, loss runs, MVRs, ID cards, certificates, and binders
• Maintain accurate and up-to-date data in agency systems
• Monitor timely completion of tasks and activities
• Keep the account team informed of workload status and 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
• Adhere to company policies and procedures
• Enhance technical skills and industry knowledge
• Foster positive relationships with colleagues and leadership
• Perform additional assigned tasks
• Demonstrate integrity and leadership in support of IOA values

Account Manager – Employee Benefits

Broker Assistant

Operations Supervisor – Commercial Insurance

Account Manager – Commercial Lines, Aviation

Account Assistant – Shared Services