• Serve as the main point of contact for existing policyholders via email (primary) and phone using a dedicated work number and email • Handle backend policy servicing, including coverage increase requests and beneficiary changes • Prepare, submit, and track certificate requirements and other carrier documentation • Onboard newly sold clients: set up their records, send welcome communications, and share the work number and email so they can reach the office directly • Make outbound calls to clients for follow-ups, missing documents, and status updates • Coordinate with insurance carriers on pending requests and policy changes • Escalate sales opportunities and complex policy questions to the broker • Provide friendly, professional support to clients, many of whom are homeowners