• Provides exceptional customer service by responding promptly to all inbound customer calls regarding personal lines policies • Builds rapport with each customer • Works to retain policyholders who inquire about canceling auto policies through open listening, negotiating, and policy review of customer issues • Processes policyholder transactions accurately and within Customer Response Center established time standards • Interprets policy contracts to insured based on expert knowledge of personal lines auto products • Evaluates and makes decisions regarding exceptions to payment plan and fees.