• Address and resolve policyholder and agent inquiries via phone, email, and form submissions related to policy changes, payment issues, and other insurance-related questions. • Strive for efficient and accurate resolution of inquiries during the first interaction to enhance customer satisfaction. • Manage the voicemail queue, ensuring timely and effective responses to all messages. • Learn and perform various tasks across the Experience team’s responsibilities to provide support during peak periods and cover for absences. • Participate in new hire training and continuous learning opportunities to stay updated on products, systems, and process changes. • Develop strong relationships with customers, understanding their needs, offering guidance, and recommending improvements for enhanced service. • Follow internal SLAs for customer inquiries and escalate issues to leadership when necessary to ensure service standards are met. • Complete other tasks as needed to support team and department objectives.