Premium Audit Associate - Customer Service Team

Job Description

Overview

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Please note, this position will be located on-site 4 days a week at our Scottsdale, AZ office (Fridays WFH).

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As a Premium Audit Associate, you will serve as a key point of contact for customers, agents, and brokers throughout the audit process. This role focuses on providing positive customer experience by answering questions, explaining audit results, and helping customers understand how their premium was determined. While developing foundational premium audit skills, you will build strong communication, problem‑solving, and relationship‑management capabilities that support long‑term career growth within Premium Audit. This position is ideal for detail-oriented professionals who thrive in a structured environment and enjoy investigative work.

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What Will You Learn?

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As a customer-facing Premium Audit Associate, you will play a key role in delivering a positive audit experience while ensuring accuracy and compliance throughout the audit lifecycle. You will gain valuable skills and industry knowledge through hands-on experience and structured training:

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· Premium Audit Methodology: Gain a comprehensive understanding of premium audit processes, including audit workflows, sampling methodologies, and risk identification techniques that support accurate policy rating.

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· Analytical & Investigative Skills: Learn how to assess premium foundations by interpreting policy contract provisions and applying audit findings to identify and resolve discrepancies.

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· Financial & Documentation Review: Develop proficiency in reviewing and analyzing payroll records, general ledgers, tax documents, and financial statements to ensure accurate exposure reporting.

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· Regulatory & Industry Knowledge: Build a working knowledge of state and federal insurance regulations, independent bureau rules, and company guidelines to ensure compliance and consistency.

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· Customer Communication Excellence: Strengthen your ability to clearly explain audit findings, resolve questions, and provide

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guidance to insureds, agents, producers, and internal partners in a professional and customer-focused manner.

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What Will You Do?

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· Audit Review & Issue Resolution: Identify, research, and resolve policy rating and classification issues discovered during the audit pro

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· Classification & Compliance Validation: Validate that proper classifications are applied in accordance with regulatory agencies, independent state bureaus, and company procedures by reviewing financial records and supporting documentation

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· Customer & Stakeholder Collaboration: Review and discuss audit results with agents, underwriters, insureds, and Premium Audit leadership to address questions, clarify findings, and support informed decision-making.

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· Multi-Channel Customer Support: Provide responsive, high-quality customer service by managing inbound phone calls, emails, and live chat inquiries from insureds, agents, and internal partners related to premium audit inquiries.

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· Professional Communication: Clearly explain audit processes, requirements, and outcomes to customers, helping to resolve concerns and promote understanding.

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· Continuous Learning: Stay current on audit manuals, classification rules, market trends, and regulatory updates to ensure accurate guidance and service.

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· Operational Support: Perform additional audit-related and customer service duties as assigned to support team and organizational goals.

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Required:

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· High school diploma or GED required; Associate’s or Bachelor’s degree in Business, Accounting, Finance, Insurance, or a related field preferred.

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· Strong customer service experience, ideally in a call center, insurance, financial services, or other customer-facing environment.

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· Excellent verbal and written communication skills, with the ability to explain technical information clearly and professionally.

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· Strong attention to detail and ability to analyze financial and business records accurately.

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· Ability to manage multiple tasks, prioritize workload, and meet deadlines in a fast-paced environment.

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· Proficiency with Microsoft Office applications (Excel, Word, Outlook) and experience navigating multiple systems simultaneously.

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· Ability to handle sensitive information with professionalism and confidentiality.

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Preferred:

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· Prior experience in premium auditing, insurance operations, underwriting support, accounting, or financial analysis.

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· Knowledge of payroll records, general ledger review, or business financial documentation.

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· Familiarity with insurance classifications, manual rules, state bureaus, or regulatory requirements.

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· Experience handling inbound phone calls, emails, and live chat interactions in a customer-facing role.

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· Ability to adapt communication style to different audiences, including insureds, agents, underwriters, and internal partners.

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Key Skills & Competencies

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· Customer-focused mindset with a commitment to delivering positive customer experience.

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· Strong problem-solving and investigative skills.

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· Ability to learn and apply complex rules, procedures, and regulatory requirements.

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· Professional demeanor with the confidence to handle challenging conversations.

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· Self-motivated, dependable, and eager to learn and grow within the premium audit function.

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What We Offer

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AmTrust Financial Services offers a competitive compensation package and excellent career advancement opportunities. Our benefits include: Medical & Dental Plans, Life Insurance, including eligible spouses & children, Health Care Flexible Spending, Dependent Care, 401k Savings Plans, Paid Time Off.

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AmTrust strives to create a diverse and inclusive culture where thoughts and ideas of all employees are appreciated and respected. This concept encompasses but is not limited to human differences with regard to race, ethnicity, gender, sexual orientation, culture, religion or disabilities.

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AmTrust values excellence and recognizes that by embracing the diverse backgrounds, skills, and perspectives of its workforce, it will sustain a competitive advantage and remain an employer of choice. Diversity is a business imperative, enabling us to attract, retain and develop the best talent available. We see diversity as more than just policies and practices. It is an integral part of who we are as a company, how we operate and how we see our future.

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The expected salary range for this role is $17 - 23 an hour.

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Please note that the salary information shown above is a general guideline only. Salaries are based upon a wide range of factors considered in making the compensation decision, including, but not limited to, candidate skills, experience, education and training, the scope and responsibilities of the role, as well as market and business considerations.