Kathryn Frock

Primary Accountabilities
•Reviews premium audit reports from insureds and third-party vendors for policies.
•Uses knowledge of company based and bureau-based rules and procedures to verify and validate audit information and determine auditability.
•Verifies and validates entity, ownership, classifications, applicable state rules and regulations. Verifies type of entity reported on premium audit compared to policy records and refers to underwriting if there is a discrepancy.
•Gathers available information from multiple systems and sources. Uses gathered information to make determinations of billable exposures.
•Reviews descriptions of contemplated operations for each classification for policies. Uses knowledge of Premium Audit Advisory Service to determine accuracy of current classifications. Makes corrections based upon individual state rules or regulations and individual authority level.
•Reviews subcontractor exposures. Refers to underwriting if eligibility issues exist.
•Responds to inquiries from internal and external customers related to auditable policies and accounts. Follows up with customer using clear and effective communication.
•Resolves premium audit processing issues by researching basic account and premium audit information and policy history from multiple systems. Explains premium audit processing steps and takes appropriate action.
•Works with agent and client to identify the specific basis for the premium audit dispute on policies. Conducts an in-depth review of issues raised and obtains supporting documentation if needed. This may require an additional audit from a vendor or internal employee.

Specialized Knowledge & Skills Requirements
•Demonstrated experience providing customer-driven solutions, support, or service.
•Solid knowledge of commercial insurance and demonstrated proficiency in one processing system.
•Demonstrated understanding of premium audits.

• Answered customer inquiries and provided accurate information regarding products and services.
• Provided excellent customer service to resolve customer complaints in a timely manner.
• Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
• Maintained detailed records of customer interactions, transactions and comments for future reference.
• Resolved complex problems by working with other departments to provide solutions that meet customer needs.
• Identified areas of improvement in customer service processes and suggested changes accordingly.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
• Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
• Remained calm and professional in stressful circumstances and effectively diffused tense situations.
• Answered inbound calls, chats and emails to facilitate customer service.
• Developed strong customer relationships to encourage repeat business.