Title: Account Manager Associate - Commercial Lines 

Hybrid: 1-2 days in the Pleasanton, CA office
Book Focus: Generalist, Real Estate | Required: active P&C license 
 
Please note: If this position is posted as either fully remote and/or hybrid, in accordance with company policy, individuals residing within a 50-mile radius of a branch location may be required to work onsite in a hybrid capacity as there may be occasions when on-site presence is necessary to meet specific business needs. Additionally, our remote work policy includes having a dedicated, distraction-free workspace. Remote work is not a substitute for childcare, elder care, or other personal responsibilities during working hours. To view our branch locations, please visit: ioausa.com/locations 
 

About the Role: 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. 

 
Key Responsibilities: 

• Technical Competence: Maintain technical competence and industry expertise. 

• Team Leadership: Assist in directing day-to-day activities and workflow of Team Support/Receptionist, Account Assistant, and/or Account Associate. 

• Customer Service: Handle customer service requests, policy administration, billing, claims, and coverage analysis. 

• Policy Management: Manage policy expirations and renewals. 

• Renewal Process: 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. 

• Task Processing: Process tasks accurately and within required timeframes. 

• Contract Review: Assist in reviewing contracts to ensure proper coverages are included. 

• Accounts Receivable: Monitor reports and take action on delinquent accounts, collecting outstanding balances. 

• System Maintenance: Maintain agency management systems and carrier/vendor platforms, ensuring data accuracy and completeness. 

• Activity Monitoring: Monitor and maintain activity/suspense to ensure timely completion. 

• Communication: Maintain frequent, transparent communication with the account team regarding workload status and any issues. 

• Service Excellence: Deliver excellent service, proactively anticipate needs, and respond quickly to service requests. 

• Policy Compliance: Stay updated on company policies and procedures. 

• Continuous Improvement: Seek and adopt best practices to improve individual and team performance. 

• Champion IOA Values: Demonstrate integrity and leadership. 

Ideal Candidate Qualifications: 

• 7+ years of customer service experience in the insurance industry 

• Thorough knowledge of insurance brokerage and client needs 

• Required active property & casualty licensing; professional designation preferred 

• Strong analytical, problem-solving, and decision-making skills 

• Exceptional customer service, communication, 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 

• 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)