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Customer Service Representative

Midlothian, VA
October 29, 2018

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**** ******* ****** *****, **********, VA 23112


An account management professional with versatile skills in Microsoft Office programs. Strong analytical and problem solving skills who readily works independently. Able to multi-task and meet tight deadlines without compromising quality.


Travelers Indemnity, Richmond, VA 6/1/2010-present

*Account Resolution Analyst

Manage Bond/Broker accounting needs for assigned territories. Pursue collection of all 60+ day overdue premiums for assigned Bond/Broker units and update the SOX report as per financial guidelines. Review accounts, validate overdue premium accounts and contact clients to arrange payments. Involved in projects to update and revise Best Practices and Procedures and QA processes for offshore vendors. Reconcile payments, apply payments, resolve accounting statements, suspense items and overdue premiums greater than $5000.00.

Receivable Management Services, Insurance Division- 12/2004- 6/2010

*Team Lead

Contact debtors by phone and mail demand letters for collections of past due commercial insurance accounts, negotiate payment arrangements and follow up to ensure settlement of accounts and provide excellent customer service. Use various websites to locate and research debtors and negotiate payment. Train new employees and assist manager as needed. Approve time, update processes and procedures, review, test and implement change in procedures and/or goals.

Travelers Indemnity, Richmond, VA 02/1998-12/2004

*Senior Financial Account Service Representative- Pilot program to evolve from customer service representative to financial billing representative. During merger with other Company, traveled to evaluate, review and incorporate their billing into our process. Provide billing, discrepancy resolution and collection support through research with various departments, provide excellent customer service to insured s and agents through telephone inquiries. Train new employees on policies and procedures.

Sentry/Dairyland Insurance Company, Richmond, VA 02/1990-02/1998

*Underwriting Processor Assistant Respond to customer inquiries involving personal auto/motorcycle insurance coverage, policy changes and payment/billing matters. Process incoming payments, new business applications and LPR s/cancellations, pull various reports (MVR, KBB, etc.). Assist agents with quotes &/or Company underwriting guidelines per various states.


*Claim Processor 01/1988-02/1990

Assist claim adjustors with various paperwork and forms. Answer phones and file, request police reports and BI forms. Set reserves for small claims (AMD only) and issue checks as needed per adjustor.


Excellent customer service skills

Collections/negotiations by telephone and written correspondence in excess of $250,000 per month

Project oriented

Proficient in Microsoft Word, Excel and Outlook

Excellent written and verbal communications

Training/QA experience

Courses: Understanding Financial Statements and Analyzing Financial Statements

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