Customer Service Representative
Resume:
Robert J. Gray
Aston, PA 19014 ********@*******.***
QUALIFICATIONS SUMMARY
Extensive knowledge of U.S. and state insurance regulations, in the Financial industry. Proficient in all documentation, record maintenance, and reporting procedures associated with life, Disability insurance policies. Accurate, and detail-oriented. Adept at analyzing and interpreting data and Multi-task. Quick Lerner
Excellent interpersonal, Time Management skills and communication skills, Strong work ethics, positive attitude, team player, learn from criticism, listing skills...interact effectively with colleagues, management, and field office personnel. Has the understanding of all internal departments.
Motivated, Learn from criticism, hardworking and efficient. Able to maintain focus, productivity, and sound judgment in an atmosphere of changing priorities and deadlines. Willing to take on additional assignments to learn and grow professionally. Require minimal supervision.
Proficient in the use of MS Word, Excel, Win98, Lotus 1-2-3, XP, Outlook, filing, Coping, Scanning, Imaging Environmental Internet, smart office and agency works.
EMPLOYMENT HISTORY
Brokers Insurance Services 05/17-12/19
Office Assistant/Data Entry
Answer incoming call from agents, policy holders, and written correspondence from policy holders, agents, office managers and new business clerks concerning issued policies, claims, change of face amount, and change of address, beneficiary, claim forms and attachments of benefits. Open date and sort mail. And match mail to pending claims or pending life files and refer to claims or underwriting. Update computer system with each call. Mail out forms to policy holders to fill out and sign forms for changes to be completed. Return calls by e-mail, phone, fax or letter. Redirects phone calls when appropriate Identifies issues and determines appropriate course of action for effective resolution. Receives inbound calls, and e-mails from customers in need of assistance. Obtains initial information and begins processing new information. File forms when change is completed. Complete other assignments as requested. Send application to the appropriate insurer. As outstanding requirements are received I update computer system and send letter to agents and brokers advising them of receiving the requirements and the ones that are still outstanding. Run illustrations for pending cases. As cases are approved and policy received I enter all delivery requirements and mail policy to agent. Addresses minor coverage issues and resolves minor complaints. Ensures all customer communication is clearly documented. Ensures adherence to set performance goals. Ensures adherence to staffing/scheduling model to ensure coverage for customers at all time. Assist where needed.
Provident Mutual Life & Financial Services, Newark, DE 2/2006-12/2016
Office/Record Assistant/Customer Service Representative
Using the companies 800 line phone system Receive inbound calls and written correspondence from policy holders, agents, office managers and new business clerks concerning issued policies, claims, change of face amount, change of address, beneficiary, claim forms and attachments of benefits. Update computer system with each call. Mail out forms to policy holders to fill out and sign forms for changes to be completed. Return calls by e-mail, phone fax or letter. File forms when change is completed. Complete other assignments as requested. As a floater I answer, screen and take messages on Average 40-60 calls a day, demonstrating high standard of professional conduct. Maintain call center database by entering information. Train all new employees as customer service representatives. Make copies of all correspondence and sent to agent. Maintain processing logs on all files. Resolved problems of varying scope and complexity. Excellent data entry skills. Worked closely with insurance agents, agency managers. Generated daily and monthly sales reports for agency managers. Assisted Regional Marketing Officers with daily and monthly sales reports and special projects.
Selected Highlights
Recipient of two highly regarded Quality Awards.
Consistently received the highest performance ratings, rarely achieved by others, for
Performance far exceeding expectations.
Trained new business clerks and office managers in underwriting procedures.
Selected by Regional Marketing Officer to assist with special projects, and detailed production reports.
Designed life proposals and illustrations to support the sales efforts of agents and brokers.
EDUCATION
Monsignor Bonner High School
Drexel Hill, PA.
Professional Development
Basic Life Insurance and Department Knowledge
Life Office Management Association (LOMA) Salary Requirements
26,000-30,000
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