• Respond to customer inquiries via phone/email and complete routine insurance tasks in the Agency Management System • Handle questions and concerns from customers professionally, politely, and efficiently • Escalate communications to the appropriate resource when needed • Support Sr. Specialists and Account Managers by proactively processing service-related issues • Collaborate with offshore Service Delivery Teams on client work and provide feedback • Independently operate client systems and process routine insurance tasks (endorsements, certificates of insurance, etc.) • Document work in client/company database • Build relationships with clients and insureds to support client retention and revenue growth • Consult with client team members on work and requests from insureds • Look for opportunities to improve processes • Provide suggestions to the OPEX team and SDU Leadership • Help maintain procedures, service level goals and guidelines • Train new Account Specialists on basic tasks and procedures • Provide direction/instruction as needed to new hires • Check and audit work of new hires • Collaborate with coworkers and supervisors to meet client needs and contribute to achievement of internal team goals