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Insurance Service Representative Resume Example

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AS
INSURANCE SERVICE REPRESENTATIVE
Summary

Results-focused insurance professional proudly offering over 8 years' experience with strength in account management, training and retention. Proactive leader with strengths in communication and collaboration. Proficient in leveraging analytical skills and customer service knowledge to promote strong, long-lasting relationships. Adept at managing concurrent objectives to promote efficiency and influence positive outcomes.

Skills
  • Fluent in Spanish
  • Property and casualty insurance knowledge
  • Insurance plan verification
  • Database management
  • Patient rapport
  • Insurance and medical terminology
  • Skilled in Microsoft Word, Microsoft Excel, Microsoft PowerPoint
  • Coordination
  • Working collaboratively
  • Team building
  • Conflict resolution
  • Electronic authorization processing
  • Secure data practices
  • Organizational skills
  • Reliable and trustworthy
  • Project planning
  • Troubleshooting
  • People skills
  • Time management
  • Skilled in CRM
  • Leadership
  • Multitasking
  • Decision-making
  • Client retention
  • Client account management
  • Policy management expertise
  • Policy adjustment knowledge
  • Asset protection expertise
  • Customer follow-up
  • Communication
  • Collaboration
  • Negotiation proficiency
  • Managing risk
  • Quoting and pricing policies
  • Building strong relationships
Experience
02/2013 - 13/2020Insurance Service RepresentativeCompany Name | City, State
  • Investigated policies to determine renewal eligibility and processed files in accordance with instructions.
  • Analyzed clients' needs and financial situations to customize policies for individual necessity.
  • Created master spreadsheet to record procedures, denials and approvals.
  • Checked documentation and new applications for appropriate wording, catching errors and making revisions prior to Underwriting review.
  • Instructed clients on amounts covered under benefits plans in easy-to-understand terminology.
  • Followed specific security rules and guidelines to protect sensitive data, including financial records and payment card information.
  • Called appropriate parties on behalf of new/existing clients to ascertain pertinent information regarding financial endeavors.
  • Updated all client and insurance data regularly and carefully inputted changes into company's computer system.
  • Verified that patients had the proper insurance coverage during each interaction.
  • Analyzed current and renewal insurance rates for upcoming and new policies.
  • Leveraged CRM to input and compile data gathered from various sources.
  • Improved operations by motivating team members and customers to find workable solutions.
  • Oversaw the membership data system to ensure that all information accurate and complete.
  • Promoted effective issue resolution regarding employees or members through active listening and dynamic communication skills.
  • Aided senior leadership during executive decision-making processes and generated daily reports to recommend corrective actions and improvements.
  • Diminished financial discrepancies and managed monetary transactions, including deposits and credit card transactions.
  • Worked with County Agency Manager to develop customer service improvement initiatives.
  • Expressed appreciation for patronage, inviting and encouraging customer return visits.
  • Created succession plans for staff to boost passion for reaching goals and objectives of organization.
  • Strengthened and enhanced processes for managing complaints by leading thorough investigations into incidents and concerns.
  • Created and finalized quotes to complete deals between existing and new clients.
  • Maintains professional network of potential clients and business opportunities.
  • Resolved financial issues quickly through meticulous research, CRM and Policy Services.
  • Reduced financial discrepancies by accurately resolving billing issues while processing applications and cancellations.
  • Liaised with clients, Underwriting and billing office personnel to effectively issue new applications, obtain payments and update system information.
  • Reviewed existing billing processes and spearheaded ongoing simplification initiatives and operational strategies that improved company collections and customer satisfaction.
  • Assisted customers with invoice questions, special invoicing, reporting, corrections and write-offs and resolved customer issues discovered during invoicing and collection process.
  • Diminished project lags by effectively training employees on best practices and protocols.
  • Coordinated appointments and consultations with clients to identify individual needs and gain better understanding of overall financial situations.
  • Reviewed coverage plans and strategic initiatives, determining how best to align new offerings with business goals.
  • Trained new hires on relationship building, product knowledge, phone etiquette, customer needs analysis and overcoming objections.
  • Helped customers work within established systems to achieve desired results and maintain company loyalty.
  • Monitored past due accounts and pursued collections on outstanding statements.
  • Pursued continued professional development through insurance workshops, course and webinars.
  • Skillfully and patiently explained coverage options to potential policyholders, answering any questions or concerns.
  • Cultivated professional relations to establish long-term profitable partnerships.
  • Drove client retention by increasing savings opportunities and identifying premium discounts.
  • Monitored clients' insurance coverages to ensure changing needs were met.
  • Reviewed insurance inquiries, working effectively to accommodate various requests to build agency's reputation as service provider.
  • Leveraged industry trends to shape solutions and approaches.
  • Exceeded team goals by partnering with staff to share and implement best practices.
  • Developed efficient and effective membership retention systems to reach monthly goals for an ultimate annual gain.
  • Analyzed employees' skill levels and implemented new techniques to boost staff knowledge.
  • Led training classes and recorded instruction for later use.
  • Boosted productivity by maintaining strong call control and quickly working through scripts to address diverse problems.
  • Pursued opportunities to advance client relations skills and further enhance customer satisfaction in every interaction.
  • Explained key information regarding products and services to customers to encourage informed decision-making.
  • Built rapport and trust with injured insureds through effective customer service techniques which involved fair and prompt processing of claims.
  • Modified, updated and processed existing policies and claims to reflect changes in amount of coverage and type of insurance.
  • Analyzed insured structures, business and intermediaries; studied basic documents, including common clauses, policies and insurance contracts.
  • Investigated and compared insurance policies, including fire, homeowners, personal lines, liability and commercial coverage.
  • Served as subject matter expert for non-standard coverage questions, property damage and collision.
  • Conducted employee performance evaluations with constructive feedback reports to Agency Manager.
  • Interviewed prospective clients to gather information on financial needs and discuss any existing coverage.
  • Possess Texas General Lines Property and Casualty insurance license.
02/2013 - 12/2020Membership CoordinatorCompany Name | City, State
  • Coordinated multi-office staff personnel's membership renewal objectives to meet monthly retention goals.
  • Provided detailed monthly departmental reports and updates to county agency manager.
  • Developed, implemented and monitored programs to maximize customer satisfaction.
  • Coached and mentored new/existing employees to be engaging, pleasant and helpful to new and existing members, which improved service expectations.
  • Provided weekly, monthly and occasional daily retention reports for multi-office comparison to county agency manager.
  • Delegated delinquent membership listings in a multi-office setting required for follow ups and renewal payments.
  • Promoted effective issue resolution regarding employees or members through active listening and dynamic communication skills.
  • Oversaw the membership data system to ensure that all information accurate and complete.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Delivered service and support to each customer, paving way for future business opportunities.
  • Remained calm, stayed professional and provided exceptional service on all calls, even when interacting with difficult individuals.
  • Secured payments by following up with customers which disregarded promise to pay.
  • Interviewed customers to determine reasons for delinquency and next pay date to build solutions for financial issues.
  • Processed payments over phone and set up recurring drafts.
  • Worked closely with delinquent account holders to collect and reconcile accounts through approved channels.
  • Investigated billing discrepancies and implemented effective solutions to resolve concerns and prevent future problems.
02/2013 - 02/2017County SecretaryCompany Name | City, State
  • Established and maintained variety of files and records, including both automated and manual files.
  • Aided Agency Manager by tracking and organizing new policies, reviewing and reconciling policy discrepancies and maintaining office files.
  • Performed general office duties such as typing and proofreading correspondence, distributing and filing official forms and scheduling appointments.
  • Pleasantly welcomed visitors, answered phone calls and maintained front reception desk.
  • Oversaw office inventory by restocking supplies and submitting purchase orders.
  • Updated system to organize office documentation, maximizing efficiency and increasing productivity.
  • Controlled and managed document processes by reviewing files, records and critical information to confirm accuracy and comply with company policies and procedures.
  • Drove customer feedback to deliver information to management for corrective action.
  • Guided administrative and professional staff through computer and software problems.
  • Prevented scheduling errors by demonstrating strong attention to detail while managing daily calendar and creating weekly or monthly reports and presentations.
  • Handled all incoming calls and directed callers to appropriate department or employee.
  • Answered phone calls by one ring and asked appropriate questions to determine which department or staff member could be of service.
  • Resolved billing issues quickly and escalated critical problems immediately to State Office personnel.
  • Created PowerPoint presentations used for business development.
  • Handled management of communication to executives by taking and making telephone calls, reviewing and prioritizing mail and composing and typing correspondence.
  • Sorted incoming mail and disseminated all correspondence to applicable departments.
  • Scheduled appointments for agents and maintained updated calendar using Outlook system.
  • Attended annual State conferences to provide county feedback for professional relations and customer service development.
  • Wrote email messages, memos and business letters for management and proofread all documentation to provide error-free correspondence.
  • Processed new business applications and changes through billing system and maintained records through CRM.
  • Maintained organized filing system of paper and electronic documents.
  • Performed office opening duties, including daily deposits and checking all equipment for proper functioning.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Provided easy-to-understand explanations for annual membership and benefits.
  • Evaluated small auto loans for approval.
  • Organized loan files, updated databases, prepared general correspondence and communicated with stakeholders.
  • Discussed loan needs and financial histories with clients and conveyed information regarding application processes.
  • Created and completed loan submission packages.
Education and Training
12/2011High School Diploma
Farmersville High School | City, State
Property & Casualty Licensing Training
Exam FX
Certifications
  • Licensed Texas General Lines Property and Casualty Insurance Agent - 2019
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Resume Overview

School Attended

  • Farmersville High School
  • Exam FX

Job Titles Held:

  • Insurance Service Representative
  • Membership Coordinator
  • County Secretary

Degrees

  • 12/2011 High School Diploma
    Property & Casualty Licensing Training

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