• Monitor all customer-facing platforms (chat, email, phone, website contact form, etc.) to resolve customer issues and conduct customer outreach as needed. • Work closely with the authentication operations teams to provide support for timely and accurate result delivery. • Collaborate with internal stakeholders, such as Sales, Billing, Product and Engineering, to ensure the best customer experience and resolve customer issues in a timely manner. • Guide customers through an onboarding process and ensure successful implementation into their day-to-day operations. • Coordinate and implement customer account set-up, training, and integrations to ensure a seamless onboarding experience. • Monitor customers’ usage of Entrupy’s solutions and proactively offer support to improve their experience and drive product adoption so that they can maximize the value. • Create and update self-service customer support resources, including training videos and knowledge base articles, to empower users to resolve issues by themselves. • Represent the voice of the customer by actively collecting and sharing feedback about the product and overall user experience.

• Process new business, renewals, and endorsements and billing transactions according to established department policies and procedures • Communicates and collaborates with internal and external stakeholders in a professional manner when additional information is needed ensuring timely processing • Maintains detailed policy documentation and updates customer information as necessary • Rate endorsements/transactions for multiple lines of business • Develops and maintains positive customer relations and coordinates with various functions within the company • Perform pre-underwriting task for policy transactions based on Company processing procedures and underwriting guidelines or complete preparatory work • Order reports for new business, renewal and endorsements as required such as CLUE, MVR, SOCRECARD, DADS, etc • Maintain acceptable productivity and quality levels established by management • Perform all tasks with direction of supervisor • Performs other duties as assigned • Conforms with all corporate policies and procedures

• Work together with Sales associates to support customer needs by determining the best products and solutions. • Ensuring the delivery of personalized customer service through timely quotations and accurate sales orders. • Coordinate deliveries on behalf of customers. • Answer sales calls for general information, addressing and resolving customer concerns or questions. • Ability to effectively use customer relationship management (CRM) system and phone system.

• Respond to customer support tickets, including answering questions and resolving issues related to existing orders • Manage high-volume phone calls to assist customers with existing orders and assist new customers with how to place new orders online • Respond to emails and address questions and concerns from customers, internal department queries relating to orders or payment on orders and process servers in the field • Document issues in Confluence • Visit court dockets for information on case filing and occasionally pull filed papers • Perform other job-related duties as assigned