Life Insurance Service Representative

Professional Summary

Client Services & Relations Manager with extensive experience leveraging relationship building skills, interpersonal communication strategies, and robust industry knowledge of evolving policies to deliver exemplary customer support and service. Detail-oriented changemaker with a proven ability to comprehensively evaluate areas of operational inefficiency, developing and implementing procedural improvements. Natural leader and communicator with a sound history of interfacing with both internal teams and external stakeholders to collaboratively cultivate solutions and improvements.

Areas of Expertise

Customer Service

Relationship Building

Life Insurance Industry

Client Support

Business Development

Process Improvements

Team Leadership

Project Management

Cross-functional Collaboration

Team Building

Customer Satisfaction

Professional Communications

Career Highlights

Served as a member of the Inaugural Culture Team, joining a group of handpicked individuals to implement initiatives that strengthen the National Life Group culture.

Continuously demonstrated exemplary customer service strategies and efforts, earning an honor and placement with one other colleague in the 2017 Plan Book for National Life.

Received selection from senior leadership to provide in-depth document training on the Texas campus, delivering strategies and expertise on the responsibilities of case managers.

Supported the development and implementation of a pilot team guideline, strategizing approaches to streamline high volumes of work efficiently and ensure the completion of documentation requirements prior to entry into the underwriting workflow.

Professional Experience & Accomplishments

National Life Group – Montpelier, VT 2009 – 2020

Case Manager III 2013 – 2020

Leveraged client relationship building and maintenance skills to issue as many as 20 life insurance policies—with 95% accuracy compared to a 90% company benchmark—and process as many as 75 telephonic and email customer inquiries on a daily basis.

Utilized interpersonal and professional communication strategies to identify and de-escalate customer issues, collaboratively developing individualized solutions to maintain customer satisfaction.

Cultivated and maintained a multitude of professional relationships with national agencies, achieving status as a primary contact; additionally, supported professional relationships with business units within the company to align operations.

Professional Experience & Accomplishments Continued

Headed an initiative to provide additional processing support to an internal department, optimizing the billing inbox to approach a large quantity of requests from policy holders and agents.

Streamlined the informational reference guide, incorporating comprehensive examples, diagrams, and information to effectively prepare representatives and improve customer service.

Functioned as a main coach and mentor for internal shadowing, communicating daily responsibilities and strategies to cross-departmental personnel to broaden understanding of the position.

Championed the ideation and implementation of Stress Kits for the entire organization, providing team building and morale boosting opportunities for employees.

Pioneered the development and implementation of policy mailing status tracking on agents’ dashboards, delivering a comprehensive view of workflow.

Policy Support Technician 2009 – 2013

Achieved recognition for preparing an above-average number of policies—35 policies daily—by leveraging attention to detail, data entry skills, and team coordination.

Operated expertly within a team environment, ensuring complete transparency of information and collaborating extensively to provide quality work.

Partnered with the IT Department to develop a searchable document system, implementing efficiencies in the retrieval of policies mailed overnight and slashing operations time from three hours to 10 minutes.

Leveraged illustration expertise to support New Business, running software and providing in-depth analysis outside of the expected daily workflow.

Westaff – Barre, VT 2008

In-house Temporary Customer Service Representative

Provided information and direction to customer inquiries, navigating communication and de-escalation strategies to resolve issues and safeguard customer satisfaction.

Utilized Peoplesoft software to maintain confidential personnel files manually and in national network.

Boch Rent-A-Car – Norwood, MA 2007 – 2008

Customer Service Representative

Leveraged proficiency in TSD software programs to create all customer contracts; subsequently supported service initiatives to mediate client conflicts and safeguard satisfaction.

Coordinated with insurance companies to establish policies and negotiate payments, maintaining strict adherence to evolving Massachusetts bylaws.

Previous Experience:

University of Maine – Office Assistant

Machias Chamber of Commerce – Intern

Education

Bachelor of Science (BS), Business Administration & Marketing

University of Maine, Machias

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