Customer Service Representative

Molly Uline

** ******* **. ***. * Somerville, MA 02144 **********@*****.*** 617-***-****

Professional Summary

Insurance & Investment – Insurance Policy Administration – Compliance Management – New Business Management

Customer-focused, detail-oriented professional with extensive experience in managing high volumes of client inquiries, delivering support and problem resolution within call centers. Offer expansive product and service knowledge covering securities and protection products, together with detailed understanding of premium adjustments, pre-sale and new business support. Skilled in achieving successful resolution of complex customer concerns and issues. Excel at researching and interpreting policy concepts pertaining to service level expectations for clients. Strong team player and leader with ability to engender collaborative work culture to facilitate high levels of productivity and quality in service delivery. Proven capacity to contribute to process improvement through analysis of procedures to identify opportunities for improvement and present recommendations.

Core Competencies

Client/Customer Service

Product Knowledge

Problem Resolution

Process Improvement

Research & Analysis

Compliance Management

Producer Support

Stakeholder Relations

Insurance/Investments

Policy Change Management

Liaison & Negotiation

Training & Development

Professional Experience

JOHN HANCOCK INSURANCE COMPANY, Boston, MA 1998 – 2015

Customer Service Specialist & Representative

Played a key role in delivery and leadership of high standards of customers service within a high volume call center providing support to clients and sales professionals for long term care policies. Conducted detailed reviews of new policies with producers and their teams, closely monitoring compliance, identifying potential issues and assisting in their resolutions.

Effectively liaised with internal departments including Claims, Commissions, Marketing, Licensing and Illustrations communicating and gathering information and addressing issues arising.

Submitted request and liaises with policy holder services to establish solutions concerning such matters as billing, inflation offer, statements of coverage and requests for new policies.

Provided guidance and support to team members on various aspects of products, policy, procedure and customer service.

Applied advance knowledge to contribute to process improvement and quality management.

TRAVELERS / AETNA INSURANCE COMPANY, Danvers, MA 1988 – 1998

Liability Supervisor/Claim Investigator/Technical Specialist

Delivered exemplary standards of customer service and process management leading a team of 4 providing support to clients including Fortune 500 companies.

Conducted detailed research and investigation of liability claims, gathering data and information to support the claims process including traveling extensively.

Applied high degrees of efficiency, product and compliance knowledge to successfully expedite claim resolution with settlement authority of up to $50,000

Professional Qualifications & Training

Bachelor of Arts in English, University of Rochester, Rochester, NY

FINRA Series 6 & 63, LTCP Professional Certification

Computer Skills

Microsoft Word, Outlook, Apple Pages & Various Database and Management Systems

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