• Deliver exceptional customer service while proactively seeking solutions within compliance and legal requirements. • Communicate with customers via multiple channels (phone, chats, emails) while navigating multiple systems and platforms. • Receive and respond to inquiries related to insurance matters. • Interact with customers, agents, and others to resolve moderately complex issues regarding policy provisions and conditions. • Evaluate and interpret policy information within prescribed authority limits. • Access account information and communicate while working in multiple systems. • Use account information, deep product knowledge, and knowledge of compliance or legal requirements to make appropriate recommendations or decisions. • Document customer interactions and outcomes thoroughly in system. • Escalate unresolved issues requiring advanced support for further resolution. • Build knowledge and acumen through self-directed learning. • Stay informed about underwriting and policy guidelines and other updates including compliance and legal requirements. • Help maintain department knowledge resources to keep them current. • Actively listen to customer concerns to identify trends or patterns. • Recognize opportunities for process improvement and makes recommendations to leadership. • Partner with various departments including Policy Support, Claims and Underwriting to respond to customer inquiries.