Barbara Matthews Email & Phone Number

United States

Performs a variety of duties associated with the Policy Services Department, specifically but not limited to: payment processing, responding to verbal and written requests from policy owners and agents. Providing education and instruction to policy owners and agents; processing request received and advising appropriate persons of task completion or update on status.

Provided quality customer service, guidance and support to Partner Firms, Producers, and Wholesalers in a call center environment. Reviewed applications and requests for insurance for accuracy and completeness. Checked Producers for proper licensing. Identified cases that need special handling and/or involvement. Follow-up on all outstanding items. Assessed and evaluated work to develop a process to ensure that all work was completed on time. Worked with numerous available resources to help get… Show more Provided quality customer service, guidance and support to Partner Firms, Producers, and Wholesalers in a call center environment. Reviewed applications and requests for insurance for accuracy and completeness. Checked Producers for proper licensing. Identified cases that need special handling and/or involvement. Follow-up on all outstanding items. Assessed and evaluated work to develop a process to ensure that all work was completed on time. Worked with numerous available resources to help get the work completed within the department guidelines. Partnered with Underwriting to ensure all medical requirements are ordered and received to complete the medical assessments. Trained as backup for Underwriting to help with the risk assessment. Assisted in updating of the Department Training procedures and the training of new employees. Acted as Team Lead in the absence of the Manager. Assisted Manager with annual staff performance evaluations. Researched and monitored cash suspense items. Show less

Managed daily workloads and set expectations for 5 direct reports. Facilitated team meetings and daily huddles. Performed annual staff performance evaluations. Worked with staff to assist with their work and help them achieve or surpass their personal goals. Established positive relationships with Partner Firms, Producers, and Wholesalers . Resolved any complex and/or sensitive customer service inquiries. Implemented and improved several new business and underwriting processes.

Assigned as contact for Western Region for field personnel and producers. Responsible for managing over 100 cases daily and answered 50 plus calls per day from field , producers, external and internal wholesalers.