Customer Service Insurance

Jennifer L Gillis

***** ********** ** *******, ** 32773 904-***-**** *******************@*****.***

Key Skills

Profile

Experience

Experienced Licensed Insurance Agent and Risk Analyst

Dedicated professional with experience in managing teams and exceeding customer expectations. Excels in

office administration, motivating team members, and written and face-to-face communication. Effectively

manages multiple, time-sensitive projects and takes pride in providing exemplary service and managing risk

appropriately.

Billing and Service Specialization

Results Orientated Account Management

Coverage Counseling and Advising

Planning and Organizing

Florida Resident Licensed

Non-resident Licensed in 49 States and Washington, D.C.

Payroll Processing

Problem Solving

Confidential Records Management

Property and Casualty Licensed Agent

Property and Casualty Underwriting Experience

CPCU Candidate – First Exam 6/2014

Banc of America Insurance Services, Inc. – Bank of America, N.A.

Property and Casualty Agent – 7/2012 to present

Assist customers in obtaining homeowners’, automobile, liability, earthquake, and flood insurance;

counsel clients on insurance coverage and needs; provide evidence of insurance to internal and

external lending institutions; perform front-end underwriting of risks; help facilitate the loan-closing

process for Bank of America Home Loans customers and loan officers by providing homeowners and

flood insurance; minimize risk to Bank of America by underwriting policies and helping borrowers

select the appropriate coverage for their needs; keeping abreast of national underwriting guidelines for

several leading insurance companies.

Outcomes:

Met and maintained 100% sales goal for homeowners’ insurance and 140% for auto insurance

products with 100% QA scores.

Produced over $450,000 in new premium during first year tenure and on schedule to produce

same amount during second year.

Mentor and assist team members on where to place business and best manage risk.

Brightway Insurance – Jacksonville, FL

Office Manager – Licensed Agent, 9/2008 to 7/2012

Answer and route inbound phone calls/e-mails/written correspondence; process and respond to e-mail inquiries;

face-to-face customer service for walk-in customers; process commission/chargebacks for branch office;

process payroll; order office supplies; write and service new business in both personal and commercial lines;

coordinate and conduct weekly producer sales meetings; tracking of referrals and leads; train producers on

agency management system, individual carrier websites, and sales methods; meet with carriers and marketing

representatives to stay informed on industry or company changes; quality check (QA) all producers’ new

business policies.

Outcomes:

Computers

Education

Helped grow book of business to over 4.5 million dollars by allowing top agents to focus on new

business production instead of new business paperwork and service work.

Maintained overall office (5 producing agents) quality scores at 98%, ensuring no chargebacks of

commissions due to poor quality scores or lack of signed applications.

Selected by agency owner to attend carrier meetings and maintain carrier underwriting guidelines

reports for office.

Enabled office to receive yearly Platinum Award for over $1,000,000 in new business premium – 4 years

in a row.

SafeCo Insurance – Indianapolis, IN

Agency Gold Customer Care – Licensed Agent, 12/2007 to 4/2008

Duties include taking inbound phone calls from clients and agents; servicing and endorsing policies;

coverage counseling; cross-selling of products and coverage; issuing of new policies; handling billing

questions; claims intake calls; and following up on underwriting requests. P&C Licensed.

Outcomes:

Maintained 15% success rate in cross-selling of umbrella policies, multi-lines, and TeenSurance™.

Licensed in 44 states and knowledgeable in states’ insurance laws.

Chosen to give presentations to peers on how and why insurance is a financial product and planning

tool because of prior securities/retirement planning background.

American Funds – Indianapolis, IN

Senior Shareholder Account Representative – Resolution Team, 08/2003 to 12/2005

Duties include taking in-bound phone calls from shareholders and brokers; processing investment

transactions, portfolio rebalancing, redemptions, and corrections; researching and corrections errors;

transmitting corrective tax reporting to the IRS; processing Statement of Intentions; explaining IRS tax

regulations to shareholders regarding IRAs, Coverdell ESAs,

529 plans, MRPs, 401(k) plans, SEP/SIMPLE IRAs, and individual mutual fund accounts; making

outbound calls to employers to encourage them to enroll in Group Purchasing Plans; processing

investments/redemptions for employees; and managing and mentoring seasonal employees.

Outcomes:

Promoted to Senior Shareholder Account Representative within 6 months.

Series 7 and 66 licensed during employment tenure.

Chosen as one of 12 individuals for pilot Resolution Team program in October 2004.

Consistently maintained 98% on quality scores on phone calls and 99% quality scores on processing

transactions.

B.S. – Business Administration – Currently Enrolled 3.6 GPA– Expected 5/2015

Florida State College at Jacksonville – Jacksonville, FL

A.S. - Office Administration -- 8/2011

Florida State College at Jacksonville – Jacksonville, FL

A.A.S. – Office Administration - Accounting Technology -- 12/2011

Florida State College at Jacksonville – Jacksonville, FL

Technical Certificates in Office Management, Office Specialist, and Office Support

Florida State College at Jacksonville – Jacksonville, FL

Undergraduate Courses – 1999 to 2001

Hood College, Frederick, MD

Microsoft Office; Word; Access; Excel; Outlook; Lotus Notes; Applied Systems –TAM; AMS; Citrix; DST

Downloads; Payroll Processing; KeySoft - 65 wpm; 10-key; Salesforce CRM computing.

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