• Provide quality customer service and professional expert advice to clients • Proactively conduct renewal reviews to ensure customer retention targets are met • Handle outbound calls to existing clients for renewal review as necessary • Liaison with insurers, building and maintaining relationships • Administer, support and complete policy changes within our company partner’s portals and websites • Review policies and make recommendations as required • Adhere to the underwriting criteria set out by our broker partners • Coordinate and follow up on client documents • Respond to incoming calls and service customer needs • Give claims advice to clients, report claims, follow up on claims • Strong Ability to multitask, prioritize, and manage time effectively

• Handles client inquiries by gathering information through inquisitive questioning to identify the nature of the problem • Troubleshoots product and training related questions • Support and training are provided to clients via phone, email, and live chat • Document the issue in Salesforce and offering a resolution

• Serve as the day-to-day across digital marketing programs including SEO, Paid Search, Analytics, Content, and Media initiatives • Develop a strong understanding of search marketing fundamentals and effectively communicate SEO and Paid Search strategies, recommendations, performance results, and optimization opportunities to clients • Partner with channel specialists and strategists to identify opportunities for growth, performance improvement, and cross-channel integration • Translate client business objectives into actionable marketing plans, ensuring alignment between strategy, execution, measurement, and business outcomes • Lead client status meetings, quarterly business reviews, and performance discussions, providing clear recommendations backed by data and insights • Collaborate with Analytics teams to interpret campaign performance and communicate meaningful insights, trends, and optimization opportunities • Support retail, eCommerce, and consumer-focused clients by understanding customer acquisition, retention, retailer marketing programs, retail media networks, and omnichannel customer journeys • Identify opportunities to expand existing client engagements through additional services, channels, and strategic initiatives.

• Serve as the primary point of contact for customers, providing professional and compassionate assistance throughout the claims process via phone, email, and other communication channels • Anticipate the customer needs and take action to manage the process to full resolution • Provide guidance and information to customers regarding the claims process, taking any additional steps necessary for the prompt and accurate resolution of their claims • Develop and maintain a solid understanding of claim procedures to provide accurate and consistent information to customers • Accurately record and update customer information, claim details, and related documentation in our internal systems, ensuring data integrity and adherence to company protocols • Identify and address customer concerns, complaints, and disputes with empathy and professionalism • Work collaboratively with internal teams to investigate and resolve complex issues, escalating matters when necessary to achieve timely resolutions • Strive to exceed customer expectations by delivering exceptional service, actively listening to customer feedback, and proactively seeking ways to improve the customer experience • Adhere to company policies, procedures, and regulatory requirements, ensuring the privacy and confidentiality of customer information at all times.