• Processes incoming insurance documents, accurately entering customer information into internal systems • Handles inbound and outbound phone calls to address customer inquiries and follow-up on documentation or account issues • Reviews and replies to correspondence received through email customer service channels • Researches and resolves simple to moderately complex concerns and inquiries in real-time for customers and policyholders • Refers more complex issues to more experienced staff • Determines the best method to resolve issues to ensure customer satisfaction and adherence to the organization’s policies • Coordinates problem resolution with necessary internal and external teams • Documents and updates customer records based on interactions • Works within guidance to arrange and prioritize activities to meet business objectives • Participates in team initiatives and shares feedback to improve processes and customer experience • Performs other duties as assigned