Provide customer and agent support through phone, email, and chat. Manage support tickets, cancellations, disputes, policy changes, insurance submissions, digital inboxes, and records. Upload and review policy information, assist with claims, respond to inquiries, categorize communications, escalate technical issues, and maintain accurate task documentation.

Reviews insurance policies, supports quoting and enrollment verification, analyzes claims and loss trends, resolves complex coverage questions, identifies product gaps, advises clients and partners, and improves workflows and documentation. Serves as the internal subject matter expert on P&C policy forms, endorsements, coverage rules, and insurance product operations.

Directs the claims management function for Master Policy TLL and Contents Claims. Leads claims adjusters, oversees complex claim adjustment and settlements, ensures regulatory compliance, manages disputes and DOI complaints, represents the company in depositions, and improves departmental performance. The role also develops team capabilities, maintains external stakeholder relationships, and analyzes claims trends and operational metrics.