The Premium Audit Customer Interaction Manager is responsible for leading a team of Premium Auditors supporting the across various lines of business, with a strong focus on customer and agent engagement. This role ensures high-quality service delivery, manages team operations, and drives strategic initiatives that enhance customer experience. The manager fosters a culture of accountability, responsiveness, and excellence aligned with AmTrust’s mission, vision, and values.

Those who reside within 50 miles of an AmTrust office location may be required to abide by a hybrid in-office schedule.

The salary range for this role is $80,000 - 100,000 annually.

Team Leadership & Management

· Manage a team of 10-12 Premium Auditors.

· Performs coaching, mentoring and performance management to ensure team success and alignment with service expectations.

· Lead recruitment, onboarding, and ongoing development of audit staff.

Customer & Agent Interaction Oversight

· Serve as the primary contact point for customer and agent inquiries related to audits.

· Ensure timely and professional resolution of audit inquiries and questions.

· Establish and enforce communication protocols, including centralized contact points for internal and external communications.

· Promote consistency and professionalism in all customer-facing interactions.

Training & Development

· Support training in audit systems, policy management platforms and customer service best practice.

· Provide technical guidance and procedural guidance to team members

Quality Assurance & Reporting

· Review interaction findings and ensure accurate resolution of discrepancies with insureds, agents, and underwriters.

· Prepare and present monthly reports on productivity, interaction quality reviews, and customer satisfaction metrics.

Customer and Agent Relations & Collaboration

· Collaborate & support insureds and agents audit inquiries and/or disputes within region.

· Build and maintain strong relationships with internal and external stakeholders.

Continuous Improvement

· Stay informed of industry trends and market demands to guide departmental practices.

· Lead and contribute to process improvements and strategic initiatives focused on enhancing customer experience and operational efficiency.

Required:

· Bachelor’s degree from a four-year college or university.

· Minimum of 5 years of relevant experience in premium audit or related field.

· Proven accountability and ownership of responsibilities.

· Strong business acumen and understanding of industry concepts.

· Excellent written, verbal, and interpersonal communication skills.

· Exceptional organizational skills and attention to detail.

Preferred:

· APA (Associate in Premium Audit) designation or willingness to obtain.

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.

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.

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.