Insurance Service Representative Resume Example
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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
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Experience
02/2013 - 13/2020Insurance Service RepresentativeAaa Of Southern California | Torrance , CA
- 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 CoordinatorCreative Discovery Museum | Chattanooga , TN
- 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 SecretaryCollin County Texas Farm Bureau Insurance | 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 telephonecalls, 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
Farmersville High School | City, State
Property & Casualty Licensing Training
Exam FX
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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