Customer Support

• Answering calls and responding to customer complaints
• Accessing customer accounts and policy schedules
• Providing customers with detailed information about policies and products
• Recommending available products
• Adhere to provided scripts and FAQ responses
• Learning and understanding company insurance products
• Forwarding customers to sales agents when a policy needs to be initiated or upgraded
• Typing up complaint reports
• Managing the customer complaint database

Customer Service Representative

Compliance

• Serve as the Designated Responsible Licensed Producer (DRLP) and primary compliance contact with TDI and other regulators
• Monitor, interpret, and implement compliance with insurance laws, regulations, and carrier guidelines
• Oversee regulatory filings, renewals, audits, and examinations from TDI and other jurisdictions
• Ensure compliance with anti-money laundering (AML), data privacy, and consumer protection requirements
• Oversee and maintain licensing records for producers, entity licenses, and carrier appointments
• Develop, implement, and maintain compliance policies, manuals, and standard operating procedures
• Conduct periodic compliance reviews and risk assessments and recommend corrective actions
• Provide compliance training and guidance to staff including sales, operations, and customer service teams
• Liaise with executive leadership regarding compliance risk and prepare reports for leadership and regulators
• Maintain records of compliance incidents, investigations, and resolutions

FTO

Customer Service Representative

Insurance Compliance Officer/Specialist