CHRISTAL LAKES

· Deliver exceptional Support to member by answering complex inquiries related to roadside memberships, billing, policy coverage, and insurance claims.

· Process policy changes including endorsements, reinstatements, cancellations, and premium recalculations, ensuring compliance with internal and regulatory guidelines.

· Conducted routine follow-up calls and policy reviews and cross- sell related products and services.

· Maintained detailed documentation of customer interactions for compliance and training purposes.

· Utilize a variety of systems including Genesys, Guidewire, Avaya, Softphone, MRM for documentation, schedule management and communication.

· Served as policyholder advocate for policyholders and brokers handling coverage reviews, billing dispute, claim inquiries, and retention support.

· Conducted regular policy audits and modifications while ensuring compliance with underwriting criteria.

· Resolved escalated issues through in-depth policy knowledge and empathetic listening.

· Participated in coaching sessions and shared quality feedback for service improvement.

· Processed policy modifications for both personal and auto and homeowners’ policies, including updates to drivers, vehicles, and endorsements.

Played key role in customer retention by conducting rate and renewal reviews, offering discounts, and/or tailoring policies to meet policyholder’s budget

· Provided Tier 1 and Tier 2 support for residential and commercial alarm systems, including troubleshooting panels, sensors, remote access apps, doorbell cameras, and communication modules.

· Responded to emergency alarm activations, coordinating with law enforcement and emergency services while documenting events accurately for compliance and legal purposes.

· Maintained detailed records of customer interactions, troubleshooting steps, and resolutions in internal CRM systems.

· Served as training support liaison, assisting in onboarding and development of new hires.

Collaborated with QA and management to refine training materials and ensure new hires meet performance benchmarks