• 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.

• Respond to inbound customer inquiries via phone, email, and chat, handling a consistent daily call volume (approximately 60 calls per day) • Educate and guide customer, many of whom are not software-savvy, through Foley’s SaaS platform and processes • Troubleshoot issues and provide clear, accurate, and compliant solutions • Support clients, drivers, and candidates with DOT and FCRA related questions • Review, process, and verify driver, compliance, and employment documentation • Conduct employment verifications and collect required information • Accurately document customer interactions and outcomes in CRM tools, including Microsoft Dynamics 365 • Use phone queues and tools such as Dialpad to manage call flow efficiently • Escalate complex issues appropriately and collaborate with internal teams • Deliver professional, high-quality service that reflects Foley’s brand and commitment to trust

• Lead to lease conversion • Nurture and manage leads to work them down the buying funnel and to a qualified application or leads. • Refine and maximize value proposition • Evaluate the position of a property within their market, including strengths, weaknesses, and opportunities, to craft a value proposition to increase sales. • Refine existing value propositions as needed, share with key stakeholders for consistency across marketing channels. • Track customer engagement • Maintain comprehensive records of customer interactions in the appropriate platforms to create a positive experience for internal and external customers. • Increase resident retention • Target residents with the highest propensity to renew through personalized communication strategies.

• Execute the marketing strategy o Lead the execution of the property’s marketing plan to include: • Outbound marketing, including large housing fairs, sponsorship events, etc. • Resident and leasing events • Organic social channels • Email marketing campaigns • Lead the stabilization of sales & marketing for transitions • Aid in coordinating marketing campaigns, events, outbound marketing for properties onboarding to the Peak platform • Responsible for the completion of sales and marketing tasks on the Transition Checklist • Customer experience and retention • Execute the renewal strategy to increase resident retention rates, refine and adjust the strategy as needed to meet each property’s unique needs. • Drive online reputation and satisfaction survey engagement to maintain a strong brand reputation. • Sales and leasing • Assist in nurturing leads and conducting in-person and virtual tours to convert leads at a higher pace. • Manage lease paperwork and assist with move-in procedures according to Peak's guidelines.