Description
Job Description:
Title: Senior Account Associate – Employee Benefits
Work Mode: Remote, Eastern and Central Times Zones only | Location/Supporting: Longwood, FL | Experience: Level-Funded and Self-Funded Plans
Supporting: Shared Services - provides service support to other IOA account teams during their first 3-6 months with account management and service.
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: The Senior Account Associate supports client service and policy administration activities under the direction of an Account Manager, Account Executive, Producer, or Operations leadership. This role is responsible for managing a small book of business, resolving moderately complex service issues, and ensuring accurate and timely execution of client deliverables. The Senior Account Associate provides leadership support to junior team members while maintaining high standards of service, quality, and compliance aligned with IOA’s core values.
Key Responsibilities:
Client Management: Assist in managing an assigned book of business, ensuring all production, quality, and service standards are met and minimizing errors and omissions exposure.
Client Service: Deliver outstanding client service through proactive communication, timely response to requests, and anticipation of client needs.
Workflow Leadership: Direct day‑to‑day activities of Account Coordinator(s), including task delegation, monitoring performance, and reinforcing service expectations.
Policy Administration: Manage policy lifecycle activities, including renewals, updates, endorsements, and verification of policy accuracy.
Renewal & Expiration Management: Track policy expirations and collaborate with internal teams to ensure smooth and timely renewal processes.
Account Reconciliation: Monitor accounts receivable and take appropriate action on outstanding or delinquent balances.
Data & System Management: Maintain agency management systems (e.g., EPIC), ensuring data is accurate, complete, and current.
Issue Resolution: Analyze and resolve moderately complex service issues, collaborating with carriers and internal teams to achieve optimal outcomes.
Claims Support: Assist clients with claims processes, providing guidance and coordination to ensure timely handling.
Carrier Relationship Management: Develop and maintain effective relationships with carrier partners to support service delivery and issue resolution.
Operational Communication: Maintain clear and consistent communication with Producers, Account Managers, and leadership regarding client activity and service needs.
Training & Development: Support onboarding and training of new team members and contribute to ongoing team development initiatives.
Process Improvement: Identify opportunities to improve workflows, efficiency, and service quality, implementing best practices where appropriate.
Professional Development: Support team training and development, promote a positive work environment, and seek continuous improvement.
Communication: Maintain transparent communication with Producers and team members.
Compliance: Ensure adherence to company policies and industry standards.
Champion IOA core values and demonstrate integrity and leadership.
Ideal Candidate Qualifications:
3+ years of customer service within the insurance industry.
Working knowledge of insurance brokerage operations and policy lifecycle management.
Active Life & Health License
Exceptional customer service, communication, problem-solving, analytical, and decision-making skills
Strong organizational, prioritization and multi-tasking skills
High accuracy in handling large work volumes
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)
Salary Range
The expected pay range for this position is 68-70K annually, depending on experience, relevant skills, and geographic location.
Insurance Office of America is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.