- Serve as the primary point of contact for policyholders, resolving questions related to policies, billing, cancellations, and coverage
- Manage inbound and outbound customer communications across phone, email, and other channels
- Process policy updates, endorsements, and changes across multiple carrier systems
- Coordinate with third-party lenders, mortgage companies, and partners to fulfill customer and policy requirements
- Request and track required documentation to ensure policies remain active and compliant
- Handle escalated customer concerns with professionalism, empathy, and strong problem-solving skills
- Support non-licensed team members and sales agents with complex service requests
- Identify opportunities to improve workflows, and contribute to updates in forms, policies, procedures, and training materials
- Maintain accurate records and ensure all service interactions meet compliance and quality standards
Slack