Account Associate Lead- Commercial Insurance

Insurance Office of America (IOA) is the fourth largest privately held insurance brokerage in the United States. Founded in 1988, IOA is a recognized leader in providing property and casualty, employee benefits, and personal lines insurance and risk management solutions as well as insurtech innovation. Headquartered in Longwood, Florida, part of the greater Orlando community, IOA has more than 1,300 associates located in over 60 offices in the U. S. and United Kingdom. In California, dba IOA Insurance Services. (#0E67768) For more information, visit www.ioausa.com.

Job Description:

Title: Account Associate Lead - Commercial Lines

Remote: | Based out of Ormond, FL | Book Focus: Condo

About the Role: Provide administrative and customer service support to the account management team, ensuring production and quality standards are met. Resolve moderately complex customer service problems and manage small-sized accounts. This role includes 75% Commercial Lines and 25% Operations duties, directing day-to-day activities, team communication, support, training, and development under the direction of Operations Leadership.

Key Responsibilities:

• Team Leadership: Direct daily activities and workflow of administrative and customer service teams.
• Performance Monitoring: Ensure team productivity, efficiency, quality, and service standards, recommending corrective actions when needed.
• Training and Development: Provide training, mentoring, and ongoing professional development for teams.
• Team Meetings: Schedule and facilitate brief team meetings.
• Performance Evaluation: Participate in team member evaluations by providing feedback to Management.
• Policy Compliance: Implement and enforce company work rules, standards, and policies.
• Best Practices: Ensure compliance with core work processes and adopt best practices.
• Policy Management: Track policy expirations and ensure renewals are processed accurately and on time.
• Task Processing: Handle endorsements, audits, cancellations, reinstatements, and other policy-related tasks.
• New and Renewal Business Support: Conduct client research, gather underwriting information, and manage submissions.
• Contract Review: Assist in reviewing contracts to ensure proper coverages.
• Accounts Receivable: Monitor reports and take action on delinquent accounts.
• System Maintenance: Maintain agency management systems and ensure data accuracy.
• Activity Monitoring: Ensure timely completion of tasks and activities.
• Communication: Maintain frequent, transparent communication with the account team.
• Service Excellence: Deliver excellent service, anticipate needs, and respond quickly to requests.
• Continuous Improvement: Seek and adopt best practices to improve performance.
• Professional Development: Enhance technical competence and industry knowledge.
• Relationship Building: Develop and maintain positive relationships with IOA leadership, peers, and team members.
• Champion IOA Values: Demonstrate integrity and leadership.

Ideal Candidate Qualifications:

• 3+ years of customer service experience in the insurance industry
• Thorough knowledge of insurance brokerage and client needs
• Required active licensing; professional designation (CISR) preferred
• Strong analytical, problem-solving, and decision-making skills
• Exceptional customer service, communications, multitasking, and organizational skills
• Proficiency in MS Office (Outlook, Word, Excel)
• High School Diploma (or equivalent)

What We Offer:

• Competitive salaries and bonus potential
• Company-paid health insurance
• Paid holidays, vacations, and sick time
• 401K with employer match
• Employee stock plan participation
• Professional growth and career progression opportunities
• Respectful culture and work/family life balance
• Community service commitment
• Supportive teammates and a rewarding work environment

What to Expect (Application Process):

• 30-Minute Phone Screen, Online Assessments, and Interview(s)

Insurance Office of America is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

https://www.ioausa.com/