Title: Senior Account Associate - Commercial Lines
Hybrid: 1-2 days in office | Location: Pleasanton, California
Book Focus: General, Professional Liability | Requirement: active property & casualty (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 under the general direction of 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 small-sized accounts or those with the least complex needs.

Key Responsibilities:

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

• Policy Management: Track policy expirations for existing clients, ensuring renewals are processed accurately and on time.

• Task Processing: Handle policy endorsements, audits, cancellations, reinstatements, lost policy releases, check requests, invoices, finance agreements, summaries of insurance, loss runs, MVRs, ID cards, certificates, binders, billing inaccuracies, and Agent of Record letters.

• New and Renewal Business Support: 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.

• 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:

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

• Thorough knowledge of insurance brokerage and client needs

• Required active property & casualty (P&C) licensing, professional designation (CISR) 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)