Personal Lines Senior Service Representative
Performed as a subject matter expert responsible for handling inbound phone calls regarding insurance policies from policyholders, agents, third parties, and business partners. Created an exceptional customer service experience while contributing to individual and team goals. Major Responsibilities:*Reduced customer call backs by creating a simple, hassle-free interaction for the caller.*Responsible for using all available resources to make policy changes, answered policy and billing questions, took payments, and provided requested documentation for complexsituations.*Participated in technical and customer service skills training to stay aware of best practices.*Provided process and performance improvement recommendations and shared information with leadership.*Diagnosed customer issues at an expert level, provided solutions, and used a structured thought process to achieve results while balancing customer’s needs with company guidelines.
