SOE-LOE Liability and Financial Lines

I focus on opportunities to improve customer service within our company in many ways. I work with the brokers and many departments within my organization to help transform to a better solution to effectively strengthen our relationships and streamline processes . I am involved in many projects to enhance ours systems not only to reduce unnecessary work volume, but to insure our employees are working at their optimal performance.

Responsible for all aspects of leadership for multiple teams associated with hiring, leading, coaching, developing and managing a group of staff to achieve performance goals and service metrics.Provide direction and guidance on service issues, problem resolution and general technical guidance.Work with staff to set goals and evaluate performance to ensure service, quality and productivity goals are met following established procedures, policies, standards, regulatory and statutory… Show more Responsible for all aspects of leadership for multiple teams associated with hiring, leading, coaching, developing and managing a group of staff to achieve performance goals and service metrics.Provide direction and guidance on service issues, problem resolution and general technical guidance.Work with staff to set goals and evaluate performance to ensure service, quality and productivity goals are met following established procedures, policies, standards, regulatory and statutory requirements.Work as a team with other Insurance Operations Leadership to identify and share best practices.Develop and implement streamlined workflow procedures and enhancements ensuring service level agreements are met.Define, plan and monitor staffing requirements and work schedules in accordance with business goals.Drive implementation of the Operations Target Operations Model in the Operating Entity.Communicate change to employees and support staff during change process.Initiate and lead key local projects and participate in Regional Global projects where required.Responsible putting together offshore training plans and conducting the training for multiple lines of businesses. That includes Agribusiness, Corporate/Domestic Liability, Crisis Management and Environmental. I am proud to say each and every one was very successful in the transition.COVID 19 Reporting and actions to the teamsFit for the future initiativesWorking with the Billing team on escalation itemsData Alignment on Allianz payment with brokersVarious enhancement request and pushing them to completion Working on the Booking Timeliness report and other various reports Show less

Technical and knowledge guidance for Personal Direct Bill and Commission teamWorking Clarifications and Billing inquiriesManaging reportsWorking escalated issues my supervisors assign meCoaching monthly with the phone team and updating the supervisors on each coaching sessionLeading and managing Phase 1 refresher trainingHelping to manage the phone queues Helping my team mates on building their personal business growth

Working Clarifications and Billing inquiries Review unidentified cash report to ensure payments are being applied to the correct policiesReview the error report on personal policies for endorsements and process manual entries to make corrections within the systemsMember of the testing group for FSCD with the billing systemSelected to learn Commissions for personal and commercial direct bill policies. Led the transition of Commission from Dallas to St. Louis, trained the new… Show more Working Clarifications and Billing inquiries Review unidentified cash report to ensure payments are being applied to the correct policiesReview the error report on personal policies for endorsements and process manual entries to make corrections within the systemsMember of the testing group for FSCD with the billing systemSelected to learn Commissions for personal and commercial direct bill policies. Led the transition of Commission from Dallas to St. Louis, trained the new staff and wrote processing documents for St. Louis Show less

Respond to inbound customer inquiries via telephoneIdentify customer needs, provide information on their billing statement or offer alternative solutions to their problemsTake payments over the phoneMay perform other duties as assignedWorking Clarifications and Billing inquiries Review unidentified cash report to ensure payments are being applied to the correct policiesReview the error report on personal policies for endorsements and process manual entries to make… Show more Respond to inbound customer inquiries via telephoneIdentify customer needs, provide information on their billing statement or offer alternative solutions to their problemsTake payments over the phoneMay perform other duties as assignedWorking Clarifications and Billing inquiries Review unidentified cash report to ensure payments are being applied to the correct policiesReview the error report on personal policies for endorsements and process manual entries to make corrections within the systems Show less

Respond to inbound customer inquiries via telephoneIdentify customer needs, provide information on their billing statement or offer alternative solutions to their problemsTake payments over the phoneMay perform other duties as assigned

Respond to inbound and outbound customer inquiries via telephoneProvide assistance and resolve problems for home appraisers and customersUpdating orders in the system, making product changes or adjustments to pricing

Respond to inbound and outbound customer inquiries via telephone and internetProduce the transcripts and made copies of the exhibits for the attorneysProcess invoicingProcess payroll for the court reportersProcess monthly reports on all national business and kept account of what was paid Help manage the video department and the office manager when needed