*** This position is open to candidates that can work in a hybrid capacity out of our Pleasanton, California OR Aliso Viejo office location. ***
Title: Operations Support Specialist
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 providing operational/technical support and training for Account Team personnel within assigned Region, including: Assisting in servicing client accounts; building/documenting processes and tools; operational and technical support and training; account servicing subject matter expertise; performance/quality monitoring and reporting; M&A onboarding support; data management/entry; professional development; identification of sales opportunities; general office administrative support; IOA core values.
What You’ll Do:
- Live and champion IOA core values at all times, demonstrating the highest levels of personal character, integrity, and servant leadership.
- Under direction of Operations leadership, assist in servicing client accounts, meeting all performance requirements regarding production, quality, and service, and ensuring that no liability associated with errors and omissions occur.
- Deliver outstanding client service at all times, including proactively anticipating client needs, maintaining frequent and professional client communication, and responding quickly to any service requests.
- Demonstrate a strong work ethic, positive attitude, and willingness to assists others at all times.
- Actively seek to grow IOA business, including identifying and acting on sales opportunities.
- Develop and demonstrate extensive knowledge of fundamental account servicing activities, processes, and skills.
- Build, enhance and formally document account servicing processes, procedures, and training tools.
- Develop and demonstrate mastery of agency management software and other technology utilized in account servicing processes and activities.
- Provide initial and ongoing training and technical support to others in account servicing roles, ensure transfer of knowledge to and demonstration of competency by those trained, and document all training for inclusion in employee files.
- Monitor quality and performance levels of assigned personnel, advising Operations leadership regarding any corrective actions required.
- Serve as account service subject matter expert and technical resource within Region.
- Travel as requested, needed, or directed to provide on-site training and technical support.
- Provide onboarding on-site and remote support during any mergers or acquisitions within Region.
- Willingly assist in any general office support/administration when requested or assigned.
- Monitor individual performance to ensure productivity, efficiency, quality, and service standards are met, taking corrective actions when required.
- Actively promote IOA culture and a positive work environment at all times, including participation in team building and other activities.
- Maintain frequent and transparent communication regarding individual performance and activities with supervisor.
- Work effectively with 1099 sales personnel, seeking input and developing win-win solutions to any operations-related process, service, quality, or productivity issues.
- Continually seek to improve individual and team performance, including identifying, communicating and adopting best practices.
- Comply with all company work rules, standards, and policies and procedures at all times.
- Grow and maintain technical competence and industry/market knowledge.
- 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:
? 4+ years of industry experience
? All required active licensing
? Excellent administrative, multi-tasking, and organizational skills
? Customer service skills
? Outstanding verbal/written communication and training skills
? Ability to understand and develop mastery of technology used
? Exceptional personal character
? High School Diploma (or equivalent)
? Ability to travel as needed
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.
Salary Range: $80,000 to $90,000
*Salary range variable depending on experience
