Account Manager - Employee Benefits - Hybrid

*** This is a Remote/Hybrid opportunity based out of our San Diego, CA office for those within driving distance to attend client meetings ***

Title: Account Manager- Benefits

Welcome to Insurance Office of America – one of the nation’s largest and premier privately held insurance agencies! Recognized as a Top Workplaces USA Award winner, IOA’s commitment to both a rewarding culture and employee satisfaction is unwavering. Prioritizing a strong work/life balance, personal and professional growth, competitive benefits, and giving back to our community aren’t just clichés here – they’re a part of who we are. With a growing workforce and over 60 office locations across the US and Northern Ireland, we can confidently serve our clients with an unmatched standard of excellence.

Want to learn more? Complete the application below and one of our talented recruiters will be ready to answer any other questions you may have.

Job Summary

Responsible for IOA Benefits Account Management activities while under Producer direction, including:  Client service and communication; team leadership; directing daily tasks and work activities of Account Coordinators; team and individual productivity, quality, and service levels; implementation of client benefits administrative processes, tracking, renewals, new client set-up; data management/entry; Producer communication;  team and individual professional development; identification of sales opportunities; IOA core values.

What You’ll Do:

• Live and champion IOA core values always, demonstrating the highest levels of personal character, integrity, and servant leadership.
• Under the direction of the Producer(s), manage an assigned book of business, meeting all performance requirements regarding production, quality, and service, and ensuring that no liability associated with errors and omissions occur.
• Always deliver outstanding client service, including proactively anticipating client needs, maintaining frequent and professional client communication, and responding quickly to any service requests.
• Provide leadership within the account team, demonstrating a strong work ethic, positive attitude, and willingness to always assist others.
• Direct day-to-day activities and work flow of Account Coordinator(s), including making work assignments, delegating tasks, communicating performance expectations, monitoring execution to ensure performance requirements are met, and recommending corrective actions when needed.
• Actively seek to grow IOA business, including identifying and acting on sales opportunities.
• Manage new business set up process, including:
  • Gathering all relevant client data.
  • Creating a client file in the agency management system.
  • Serving as communication liaison with both client and carrier.
    • Preparing and distributing Agent of Record (AOR) notification.
    • Obtaining current carrier rates, benefits information, and claims experience reporting.
    • Setting up any applicable internal services, including Zywave and EAF.
  • Performing client compliance audit.
  • Coordinating and executing client education campaign, including training on software/technology and carrier interface portals.
  • Coordinating and conducting client employee meetings as needed.
  • Consulting with client to ensure benefit plan year summary and annual enrollment administrative tasks are completed prior to effective plan date.
• Manage existing business renewal process, including:
  • Verifying all relevant client data.
  • Updating client file information in the agency management system.
  • Serving as communication liaison with both client and carrier.
    • Obtaining current carrier rates, benefits information, and claims experience reporting.
    • Verifying ongoing usage of any applicable internal services, including Zywave and EAF, and making updates as needed.
  • Performing client compliance audit.
  • Coordinating and executing client training/education.
  • Coordinating and conducting client employee meetings as needed.
  • Consulting with client to ensure benefit plan year summary and annual enrollment administrative tasks are completed prior to effective plan date.
• Continually assess, build and improve client relationships, including seeking ongoing feedback via client meetings and phone calls.
• Serve as intermediary between clients and carriers, advocating for both to ensure mutually beneficial outcomes.
• Continually seek out, recognize, and implement value added solutions for clients.
• Assist with client plan performance data compilation, analysis, and reporting.
• Build and track client calendar, ensuring all scheduled administrative and support activities are completed within required timeframes.
• Work effectively with Benefits department teammates to ensure client needs are met.
• Maintain agency automation system to ensure accuracy and currency of data.
• Maintain frequent, transparent communication with Producer(s) regarding individual and team client service and administration activities, ensuring he/she is fully informed.
• Develop and maintain positive carrier relationships.
• Quickly and responsibly alert department management to any individual or team performance/ professionalism issues, collaborates as needed regarding any corrective actions to be taken, and supports and participates in implementation when requested.
• Act as back-up for teammates as needed, covering for others in their absence and ensuring overall team service excellence.
• Constantly look for, recommend and implement process improvements and best practices to improve individual, team, and organizational effectiveness.
• Serve as Account Management subject matter expert for team, answering questions, providing support, and developing solutions to client problems.
• Monitor Individual performance to ensure productivity, efficiency, quality, and service standards are met, taking corrective actions when required.
• Assist with initial/new hire and ongoing training support within team.
• Encourage and participate in ongoing growth and professional development of all operations personnel within team.
• Actively promote IOA culture and a positive work environment at all times, including participation in team building and other activities.
• Maintains frequent and transparent communication regarding individual performance and activities with supervisor, and seeks, accepts, and implements performance coaching.
• Works effectively with Producers, seeking input and developing win-win solutions to any operations-related process, service, quality, or productivity issues.
• Complies with all company work rules, standards, and policies and procedures at all times.
• Maintain high degree of technical competence and industry/market expertise.
• Ensure professional skills are continuously improved by actively participating in internal/external development opportunities.
• Develop and maintain positive, productive relationships with IOA leadership, peers, co-workers, teammates, and employees.
• Perform other duties as assigned.

What We’re Looking For:

      5+ years of industry experience

      All required active licensing

      Exceptional customer service skills

      Excellent multi-tasking, organizational, delegation and decision-making skills

      Outstanding verbal/written communication skills

      Ability to perform large work volumes with high degrees of accuracy

      PC proficiency

      Exceptional personal character

      High School Diploma (or equivalent)

What We Offer:

• Competitive salaries and bonus earning potential
• Great benefits, including company paid health insurance
• Paid time off for holidays, vacations, and sick time
• 401K with an employer match
• Participation in our employee stock plan
• Opportunities for professional growth and career progression
• A culture that emphasizes respect for every individual
• Company commitment to work/family life balance and community service
• Teammates who share your drive for excellence
• Knowing every day you are helping our clients protect their families and businesses

Still wondering if IOA is the right fit for you?

• If you want to feel the significance of knowing your efforts have been both recognized, appreciated and rewarded, then IOA is right for you.
• If you want to feel valued and have a real influence towards the continued success of your organization, then IOA is right for you.
• If you want to feel the peace of knowing that you’ve made the best decision of your professional life, then IOA is right for you.

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