• Assist customers with policy details, billing inquiries, endorsements, and general coverage questions. • Support policy renewals by providing clear explanations and guidance. • Maintain a high level of accuracy in all underwriting and policy-related communications. • Demonstrate a foundational understanding of underwriting, billing, DriveSmart, and cancellations/reinstatements. • Develop proficiency in Cover Whale’s knowledge base, binding, billing, cancellation, and reinstatement processes. • Ensure quality responses that deepen customer relationships and minimize the need for follow-up inquiries. • Work closely with the DriveSmart, Underwriting and Billing teams to ensure smooth handling of customers’ needs.

• Handle Customer Service Tasks: Payments, due dates, payoffs, and account updates. • Process ACH Requests and provide payoff quotes • Perform soft collections: (1-45 days past due) and set up repayment plans • Use Skip Tracing tools to locate and update customer information • Metrics for Success: Quality: 90% + customer interaction score • Adherence: 92% + to scheduled shifts and breaks • Efficiency: Average handle time under 400 seconds

Role Description As an Underwriting Associate 1, you will be the first point of contact for policyholders and agents, providing essential phone support and assisting with general underwriting and service-related inquiries. This role is ideal for a detail-oriented professional looking to gain experience in underwriting, policy servicing, and customer support. You will be responsible for answering inbound inquiries (by phone and/or email) quickly and efficiently, ensuring first-call resolution whenever possible, and maintaining high-quality service standards. - Assist customers with policy details, billing inquiries, endorsements, and general coverage questions. - Support policy renewals by providing clear explanations and guidance. - Maintain a high level of accuracy in all underwriting and policy-related communications. - Demonstrate a foundational understanding of underwriting, billing, DriveSmart, and cancellations/reinstatements. - Develop proficiency in Cover Whale’s knowledge base, binding, billing, cancellation, and reinstatement processes. - Ensure quality responses that deepen customer relationships and minimize the need for follow-up inquiries. - Work closely with the DriveSmart, Underwriting and Billing teams to ensure smooth handling of customers’ needs. Qualifications - 1+ years of insurance experience, preferably in underwriting or policy servicing. - Strong customer service and phone communication skills, with experience handling complex insurance inquiries. - Proficiency in business applications like Zendesk, HubSpot, Slack, and Excel. - Strong problem-solving skills and ability to work in a fast-paced, team-oriented environment. - Spanish fluency is a bonus but not required. Requirements - The anticipated base salary for this position will be between $52,232.80 and $66,000 per year for remote candidates at the beginning of employment. - For hybrid positions in New York, the salary will be between $62,000 and $70,000. - The base salary will be determined on an individualized basis, taking into account factors such as geographical location within the United States and relevant experience. - The base salary constitutes only one component of the overall compensation package, which also includes a discretionary bonus and various benefits sponsored by Cover Whale. Benefits - Health Care Plan (Medical, Dental & Vision) - Retirement Plan (401k, IRA) - 4% match - Life Insurance (Basic, Voluntary & AD&D) - Paid Time Off (Vacation, Sick & Public Holidays) - Paid Family Leave (Maternity, Paternity) - Tuition Assistance - Professional Training & Development

Role Description The End Point Support Technician provides first and second level desktop and mobile device support for end users while also supporting and improving Mobile Device Management (MDM) operations. This role is responsible for the administration, maintenance, and support of desktop hardware, mobile devices, software, and related equipment in accordance with service level agreements. Additionally, this position contributes to process improvement, asset lifecycle management, and serves as a subject matter expert in device provisioning and endpoint management. Strong technical troubleshooting, leadership, and customer service skills are required. Responsibilities - Provide first and second level support for desktops, laptops, tablets, mobile devices, and peripheral equipment. - Respond to Service Desk requests via phone, email, voicemail, or ticketing systems. - Diagnose and resolve hardware, software, and operating system issues; escalate when necessary. - Record, track, and document service requests and incidents in the ticketing system. - Perform system setups, imaging, and provisioning for new hires. - Install, configure, and maintain endpoint devices in accordance with standards. - Maintain desktop/laptop images and deployment processes. - Collaborate with vendors to resolve technical issues. - Participate in on-call support rotation. - Support and improve MDM processes, policies, and device lifecycle management. - Administer systems for tracking IT assets, inventory, and software licenses. - Maintain accurate inventory of all endpoint devices and peripherals. - Perform audits and ensure compliance with asset management and procurement standards. - Manage provisioning, configuration, and decommissioning of mobile devices. - Track quality and performance of devices throughout their lifecycle. - Escalate complex issues to second- and third-level support teams and follow through to resolution. - Respond to and assist with ticket escalations. - Contribute to SLA compliance through effective prioritization and workload management. - Create and maintain documentation including FAQs, knowledge articles, and user guides. - Identify opportunities to improve support processes and user experience. - Build strong relationships with System Administrators, Network Teams, and business units. - Advocate for end users to ensure high-quality and timely support. - Assist with mentoring and coaching junior Service Desk staff. - Support cross-training initiatives within the team. - Contribute to workload distribution and team efficiency. Qualifications - Associate degree required (Bachelor’s preferred) - 3–5+ years of related IT support experience (desktop support, endpoint management, or MDM) - CompTIA A+ (required) or higher certification preferred - Strong troubleshooting and problem-solving skills - Excellent customer service and communication skills - Time management and multitasking abilities - Documentation and process improvement Requirements - Desktop Administration & End-User Support - Mobile Device Management (MDM) - IT Asset Management (ITAM) & Inventory Control - Hardware Installation & Troubleshooting - Software Installation & Support - Windows 10/11 Administration & Imaging (WDS) - Office 365 / Microsoft 365 Suite - Service Desk & Ticketing Systems - User Administration (Active Directory or similar) - Escalation & Incident Management Benefits - Medical, Dental, Vision - Paid time off - Paid holidays - 401K with company matching - Voluntary life insurance - Short term disability - Long term disability - Employee assistance program - Health savings account - Flexible spending accounts - Additional voluntary benefits available