Insurance Office of America

Role Description 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. - 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. Qualifications - 7+ years of customer service experience in the insurance industry. - Thorough knowledge of insurance brokerage and client needs. - Required active 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). Benefits - 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. Company Description

• Delivering high quality payroll, technical support, and training to POA clients and internal teams • Optimizing the UKG Ready platform experience across Payroll, HRMS, and TLM modules • Maintaining a book of key accounts utilizing the UKG Ready platform • Inputting and processing payroll data accurately and timely • Conducting client trainings and assisting in adding any additional products as needed • Proactively anticipating client needs and maintaining frequent and professional client communication • Actively seeking to grow POA business by identifying and acting on sales opportunities • Coordinating client training activities within a book of business • Attending client hand-off meetings with the Implementation Team • Developing and maintaining positive relationships with POA leadership and clients • Ensuring beneficial outcomes using discretion and judgment • Providing quality control over data integrity for all clients • Participating in internal and external training to improve professional skills

Role Description The Implementation Specialist (IS) is responsible for configuration and demonstrations of the UKG Ready platform across Payroll, TLM, and HRIS modules for both new and existing clients. The ideal candidate is resourceful, detail-oriented, and comfortable navigating client communication and training, system configuration, and operational processing needs. The IS will also complete other duties as assigned by the Implementation Manager. This can be a hybrid or fully remote role. Key Responsibilities - Client implementation: - Configure, test, demonstrate, and activate the UKG Ready Platform for POA Clients, specific to their needs. - Train clients on the UKG Ready platform, including Payroll, HRIS, Time & Labor Management, and Benefits solutions. - Client training: - Coordinate and deliver client training sessions to ensure successful system adoption and long-term usability. - Sales collaboration: - Work closely with Sales partners to support seamless client hand-offs and deliver a positive, consultative implementation experience. - Client hand-off meetings: - Schedule and attend client hand-off meetings to confirm implementation scope, timelines, and expectations. - Data integrity: - Provide quality control and validation of client data throughout the implementation process to ensure accuracy and compliance. - Customer service mentality: - Deliver outstanding client service by anticipating needs, maintaining professional and frequent communication, and responding promptly to service requests. - Relationship management: - Develop and maintain positive, productive relationships with clients, Sales representatives, teammates, and POA leadership. - Discretion and judgment: - Exercise independent judgment to achieve outcomes that benefit both clients and POA. - Business growth: - Actively seek opportunities to expand POA services by identifying client needs and supporting additional product offerings. - Training participation: - Regularly participate in internal and external training, expanding and sharing knowledge within the POA Team. - Team support: - Act as back-up for teammates as needed, ensuring overall team service excellence. - Collaboration: - Work effectively with the entire POA team, seeking input and developing win-win solutions to any process, service, quality, or productivity issues. - Technical competence: - Maintain a high degree of technical competence and industry/market expertise. - Compliance: - Comply with all company work rules, standards, policies, and procedures at all times. - Professional development: - Continuously improve professional skills by actively participating in internal and external development opportunities. - Champion IOA Values: - Demonstrate integrity and leadership. Qualifications - Bachelor’s Degree preferred (equivalent experience considered in lieu of degree) - Advanced knowledge of UKG Ready - Experience with configuring TLM Pay Calc 2.0 - 3–5 years of Payroll, HRIS, or client implementation/onboarding experience - Prior experience configuring Payroll, HRIS, Time & Labor, and Benefits platforms in a SaaS Payroll / HRIS / TLM environment - Employee Benefits configuration and enrollment experience - FPC or CPP certification (preferred) - Ability to successfully import, validate, and analyze client data within Payroll/HRIS systems - Strong knowledge of Payroll, Tax, Garnishments, Workers’ Compensation, and Health Benefits - Advanced Microsoft Excel proficiency, including functions and formulas - Excellent written and verbal communication skills - Strong analytical, organizational, and problem-solving skills - Detail-oriented with the ability to manage multiple implementations and deadlines - Ability to work effectively both independently and within a collaborative team environment Benefits - 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 $28.00 to $40.00 per hour, 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.

Role Description Assist the account team in completing day-to-day administrative tasks, recurring customer service tasks, and meeting performance requirements regarding production and quality. Ensure no liability associated with errors or omissions occurs. - Team Support: Assist in directing day-to-day activities of Team Support/Receptionist and Account Assistant. - Office Support: Assist with general office tasks and administration. - Policy Processing: Handle endorsements, audits, cancellations, reinstatements, policy releases, check requests, invoices, finance agreements, summaries, loss runs, MVRs, ID cards, certificates, and binders. - Task Management: Identify and reconcile billing inaccuracies, review policy forms, prepare submissions, online rating, proposals, AOR letters, and support new/renewal business workflows. - Data Management: Maintain accurate and up-to-date data in agency systems. - Activity Monitoring: Ensure timely completion of tasks and activities. - Communication: Keep the account team informed of workload status and any issues. - Service Excellence: Provide proactive and responsive service. - Performance Monitoring: Ensure productivity and quality standards are met. - Promote Culture: Participate in team building and promote a positive work environment. - Continuous Improvement: Seek and adopt best practices. - Compliance: Stay updated on company policies and procedures. - Professional Development: Enhance technical skills and industry knowledge. - Relationship Building: Foster positive relationships with colleagues and leadership. - Champion IOA Values: Demonstrate integrity and leadership. Qualifications - 2+ years of industry experience, OR 5+ years of related experience in customer service - Thorough knowledge of insurance brokerage and client needs - Required active licensing - 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) Benefits - 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 Company Description

• Support division sales and service leadership on all financial matters, providing analysis and insights to inform business decisions • Facilitate the annual budgeting process and support periodic forecasting efforts for the division • Analyze general ledger activity to identify key drivers of budget, forecast, and prior‑year variances and communicate findings to stakeholders • Evaluate divisional investments by assessing return on investment, financial impact, and alignment with budget objectives • Monitor and report revenue performance of significant accounts, including analysis of trends and risks • Track payroll and related expenses to ensure compliance with approved headcount, compensation, and budget targets • Prepare materials and conduct monthly financial review meetings with sales and service leadership • Develop and distribute monthly financial reports and commentary summarizing performance and key drivers • Track and analyze book of business metrics (e.g., policies in force, premium, revenue, and lines of business) to support strategic planning • Deliver divisional KPI results and insights to monitor performance against goals • Continuously improve professional skills by participating in internal/external development opportunities • Demonstrate integrity and leadership

• Manage an assigned book of business, ensuring account retention and supporting new business. • Coordinate day-to-day administrative and customer service activities, resolving complex issues, and ensuring no errors or omissions. • Maintain technical competence and industry expertise. • Direct daily activities of the account management team. • Handle customer service requests, policy administration, billing, claims, and coverage analysis. • Manage policy expirations and renewals. • Conduct client research, prepare submissions, negotiate coverages, and present proposals. • Monitor reports and take action on delinquent accounts, collecting outstanding balances. • Maintain agency management systems and carrier/vendor platforms, ensuring data accuracy and completeness. • Maintain frequent, transparent communication with the account team regarding workload status and any issues. • Deliver excellent service, proactively anticipate needs, and respond quickly to service requests. • Stay updated on company policies and procedures. • Seek and adopt best practices to improve individual and team performance. • Demonstrate integrity and leadership.

Role Description This role is responsible for enabling successful adoption of Managed Services across the business by preparing, educating, and supporting business leaders through transition and ongoing operations. This role ensures Managed Services arrangements are effectively embedded into business processes, that leaders understand their responsibilities, and governance requirements are consistently met, including Quality Control. Acting as the primary bridge between business leadership and the Managed Services Governance team, this role ensures alignment between strategic intent, operational execution, and compliance expectations. Qualifications - Bachelor's degree required; MBA or Master's degree preferred. - 10+ years of experience in risk, operations, business reporting, and/or analysis. - 10+ years of progressive leadership experience, including program management and managed services vendor management. - 5+ years of experience working with business stakeholders in a cross-functional matrix environment. - Background in business operations, transformation, or service delivery governance. - Excellent stakeholder management and influencing skills at the senior leadership level. - Ability to translate governance frameworks into practical, business-friendly guidance. - Strong facilitation, training, presentation, and communication skills. - Experience in change management or organizational transformation strongly preferred. - Familiarity with service management frameworks (ITIL or equivalent) preferred. - Exceptional communication, leadership, influencing, and interpersonal skills with the ability to drive change in a cross-functional environment. - Self-motivated, decisive, and adaptable to changing priorities and business needs. - Strong influencing and relationship-building skills. - Proficient in English. - Advanced proficiency with Microsoft Office Suite and related business applications. Requirements - Partner with business leaders to assess readiness for Managed Services initiatives. - Support the development of Managed Services adoption plans, including transition timelines, stakeholder engagement strategies, and risk considerations. - Identify capability gaps within business teams and coordinate targeted training and enablement. - Provide hands-on support during planning and early-stage transitions to ensure smooth onboarding of outsourced services. - Promote best practices and standard methodologies for effective Managed Services adoption. - Educate business leaders on Managed Services models, operating structures, and engagement expectations. - Coordinate training sessions covering roles and responsibilities in outsourced operating models, service management fundamentals, vendor engagement and performance management, and escalation pathways and decision rights. - Ensure business stakeholders understand how to effectively manage and interact with outsourced providers. - Develop detailed guidance materials, playbooks, and reference documentation for ongoing use. - Serve as the primary liaison between business units and the Managed Services Governance team. - Ensure business leaders understand and adhere to governance frameworks, policies, and controls. - Facilitate compliance with contractual obligations, regulatory requirements, and internal standards. - Coordinate preparation for governance forums, audits, and performance reviews. - Ensure appropriate documentation is maintained for Managed Services arrangements, including roles, responsibilities, and service expectations. - Define and reinforce clear roles and responsibilities between business owners, service providers, and governance functions. - Ensure accountability structures are understood and followed by all stakeholders. - Support resolution of ambiguity in decision rights or operational ownership. - Act as an escalation point for role confusion or governance breakdowns. - Manage the offshore Quality Control Team, including oversight, parameter development, calibrations, audits, and performance monitoring. - Work with governance teams to monitor Managed Services performance metrics and service outcomes. - Identify recurring issues or inefficiencies in outsourced operating models. - Recommend and support improvements to governance processes, operating models, and engagement practices. - Capture lessons learned and incorporate them into continuous improvement initiatives. - Support change management efforts related to Managed Services initiatives. - Develop communication plans to ensure business stakeholders are informed and engaged. - Help leaders manage cultural and operational shifts associated with Managed Services adoption. - Reinforce adoption of new ways of working across business units. - Perform other duties as deemed necessary and appropriate by management. Benefits - The expected pay range for this position is $100,000.00 annually, depending on experience, relevant skills, and geographic location.

• Assist the account team in completing day-to-day administrative tasks, recurring customer service tasks, and meeting performance requirements regarding production and quality • Assist in directing day-to-day activities of Team Support/Receptionist and Account Assistant • Assist with general office tasks and administration • Handle endorsements, audits, cancellations, reinstatements, policy releases, check requests, invoices, finance agreements, summaries, loss runs, MVRs, ID cards, certificates, and binders • Identify and reconcile billing inaccuracies, review policy forms, prepare submissions, online rating, proposals, AOR letters, and support new/renewal business workflows • Maintain accurate and up-to-date data in agency systems • Ensure timely completion of tasks and activities • Keep the account team informed of workload status and any issues • Provide proactive and responsive service • Ensure productivity and quality standards are met • Participate in team building and promote a positive work environment • Seek and adopt best practices • Stay updated on company policies and procedures • Enhance technical skills and industry knowledge • Foster positive relationships with colleagues and leadership • Demonstrate integrity and leadership

• Responsible for direct management of Account Team staff, including assigning tasks and managing workflows • Monitoring and improving staff performance • Scheduling, human resource management, staffing, training, staff development, staff communication and support • Ensuring process, policy, and procedure compliance • Managing Account Management staff, monitoring performance, and providing coaching • Ensuring compliance with HR processes and policies • Managing staff days off calendars for service continuity • Ensuring appropriate staffing levels and recommending adjustments • Participating in interviewing and hiring recommendations • Preparing and delivering performance evaluations • Providing coaching, consultation, and training • Encouraging growth and development of personnel • Developing future branch operations leaders • Promoting IOA culture and improving engagement • Identifying performance gaps and implementing corrective actions • Monitoring and interpreting performance data • Maintaining transparent communication with leadership • Developing and ensuring compliance with core work processes • Implementing and enforcing company policies • Maintaining high technical competence and industry expertise • Continuously improving management and leadership skills • Developing and maintaining positive, productive relationships with IOA leadership, peers, co-workers, and employees

Role Description Responsible for analyzing and reporting on producer-level financial and operational performance, including revenue, production credit, and business activity metrics. This role supports data-driven decision-making by developing reporting tools, dashboards, and analytics that provide visibility into key performance indicators. The Financial Analyst partners with internal stakeholders to deliver accurate insights, improve reporting capabilities, and support strategic initiatives related to producer performance and equity programs. Key Responsibilities - Producer Performance Reporting: Track and report on monthly producer metrics, including gross revenue, new business, and lost business activity. - Equity Program Tracking: Monitor producer performance related to equity programs, ensuring accurate production credit and proper handling of deviations. - Earn-Out Reporting: Track and analyze individual producer performance related to earn-out structures and payout triggers. - Ramp Performance Analysis: Monitor and report on performance of ramping producers, identifying trends and variances against expectations. - KPI & Metrics Reporting: Develop and deliver organizational KPIs and performance metrics related to producer activity and outcomes. - Dashboard Development: Partner with the Data Analytics team to design and maintain Power BI dashboards for real-time visibility into producer performance. - Financial Analysis & Insights: Analyze data trends and provide actionable insights to support business planning and performance improvement initiatives. - Forecasting Support: Assist with cash flow forecasting related to producer equity programs and compensation structures. - Capital & Program Analysis: Support analysis of cap table implications and financial impacts associated with producer equity programs. - Professional Development: Continuously improve professional skills by participating in internal/external development opportunities. - Champion IOA Values: Demonstrate integrity and leadership. Qualifications - Bachelor’s degree in Finance, Business Administration, or a related analytical field preferred - 2+ years of financial analysis or data analytics experience - Advanced proficiency in Microsoft Excel - Experience with reporting and analytics platforms (Power BI preferred) - Strong analytical, research, and problem-solving skills - Excellent organizational and prioritization skills with ability to manage multiple priorities - Outstanding verbal and written communication skills - Ability to work independently with high accuracy and attention to detail Benefits - 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 Salary Range The expected pay range for this position is $65,000 to $85,000 per year, 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.