• Process endorsements, audits, rating submissions, and policy changes accurately and within deadlines. • Serve as the first point of contact for inbound client calls, addressing basic coverage or policy questions and routing complex queries to the Account Manager or Account Executive. • Work daily in Agency Management Systems (AMS) to access policy details, update records, and maintain data accuracy. • Track, follow up, and close out service tickets using workflow tools and AMS task queues. • Manage customer interactions with professionalism — over phone, email, and internal notes. • Partner with Account Managers and Account Executives to maintain high retention and customer satisfaction. • Lead offshore teammates in processing tasks, checking outputs, and maintaining quality control. • Identify repetitive or automatable tasks that could be delegated or optimized through technology or AI.