Lee Charlton Email and Phone Number

Handle low to mid-range complexity claims, with some exposure to high complexity claims, as defined by the CARE department processes and procedures. Handling consists of the direct investigation of the facts of loss, evaluation of coverages, liability, damages, and negotiation of claims to a proper conclusion. May be involved with litigated files for experience and developmental purposes.

Develop leads, schedule appointments, identify customer needs, and market appropriate products and services. Provide prompt, accurate, and friendly customer service. Service can include responding to inquiries regarding insurance availability, eligibility, coverages, policy changes, transfers, claim submissions, and billing clarification.

Help customers in their time of need by building rapport, responding to, and resolving inbound phone calls in a fast-paced call center environment. This is done by identifying and providing services and solutions to their questions regarding renewals, coverage, eligibility, billing, and policy changes.Delivers expertise by identifying and analyzing customer and agent needs to ensure high satisfaction, growth and retention of business. Provides counsel, guidance and suggestions to our customers to adequately cover and protect what they value most. This is done by using upselling and cross-selling sales skills to educate customers and agents on new and existing insurance products & services.Upholds our customer care standards by achieving individual goals on call quality, handle time, lead transfer ratio, adherence, first call resolution, and reliability. Maintains and tracks accurate data in various computer systems.