Agency Service Representative
Current• Provide clients with empathetic and efficient solutions to complex billing & technical issues across multiple lines of business and multiple states• Offer guidance to agents regarding basic underwriting, coverage and billing issues• Deescalate irate customers while adhering to a one-call resolution goal• Manage and update company databases daily as new customer information is received• Respond professionally and timely to client emails in between calls throughout the day• Follow up on every action taken to ensure tasks are processed accurately and efficiently• Collaborate with licensed agents to deliver on policyholders' requests and needs• Connect policyholders with hard to reach agents and assist them with finding new agents if necessaryNotable Achievements• Mortgagee billed homeowners policies did not include the state fee in the policy balance, resulting in hundreds of calls a month on delinquent or cancelled policies due to mortgagee's confusion as to how much was owed. Submitted suggestion to the board of supervisors of operation to include state fee in the entire balance to prevent policy cancellations due to mortgagee errors. Suggestion was approved and implemented, directly leading to the total elimination of this issue and, as a result, the greater satisfaction of our clients.• Consistently praised for empathetic approach to problem solving, being receptive to any and all feedback, and constant desire to improve not only myself but the company's processes as well.
