Senior Premium Audit & Customer Experience Lead

AmTrust Financial Services Inc.; Northern (KY); Hybrid; USD 30,000 - 37,000; Full time

Benefits offered by this job

Medical & Dental Plans

Life Insurance

Health Care Flexible Spending

Dependent Care

401k Savings Plans

Paid Time Off

Job summary

AmTrust Financial Services is seeking a Senior Premium Audit Associate in a hybrid US office setting. The role blends premium audit expertise with exceptional customer service across calls, chats, and email, and includes coaching and quality reviews for team development.

It requires 2–3 years of premium audit experience and 1–2 years of customer service, with a focus on accurate issue resolution and actionable audit explanations to policyholders and partners.

Qualifications

• Associate degree in Accounting, Finance, Business, or related field (or equivalent experience).
• 2–3 years of premium audit experience.
• 1–2 years of customer service experience.
• Strong analytical, problem-solving, and organizational skills.
• Excellent written and verbal communication skills.
• Ability to manage multiple priorities while working independently and collaboratively.

Responsibilities

• Research and resolve premium audit inquiries by reviewing audit files, policy information, financial records, and supporting documentation.
• Handle incoming calls, chats, and emails from insureds, agents, underwriters, and business partners, ensuring timely and accurate resolution of issues.
• Explain audit results, classifications, and premium audit concepts to customers and stakeholders.
• Provide exceptional customer service throughout the premium audit process.
• Support the manager by handling escalations and assisting with complex customer concerns.
• Assist with onboarding and training team members on premium audit processes, systems, and customer interaction standards.
• Serve as a subject matter resource for teammates and provide coaching and guidance as needed.
• Complete quality reviews of calls, chats, and emails to ensure accuracy, compliance, and adherence to customer service expectations.
• Stay current on audit procedures, manual rules, regulatory changes, and industry trends.
• Perform other related duties as assigned.

Skills

Premium audit

Customer service

Analytical

Communication

Time management

Teamwork

Education

Associate degree in Accounting/Finance/Business

Bachelor’s degree (Preferred)

Job description

AmTrust Financial Services is seeking a Senior Premium Audit Associate in a hybrid US office setting. The role blends premium audit expertise with exceptional customer service across calls, chats, and email, and includes coaching and quality reviews for team development.

It requires 2–3 years of premium audit experience and 1–2 years of customer service, with a focus on accurate issue resolution and actionable audit explanations to policyholders and partners.