Lorie J. Email and Phone Number

Perform searches utilising Internet sources and/or third-party vendors to obtain information on prospects and new/existing customers.Communicate with customers when required to handle escalated or complicated cases with strong customer empathy as well as clear communication of decisions and policies. Performs Due Diligence on existing, new and/or potential customers based on risk mitigation controls and certain trigger events.Exercise discretion in setting priorities, identifying customer records that require further review and taking action to obtain and follow-up on the information and/or documentation requested.

Demonstrates excellent crisis management skills in handling calls from customers regarding suspicious transactions, credit card fraud, identity theft, etc.• Interact with internal teams as appropriate, including Due Diligence, Product, Compliance, Operations as needed• Support a team atmosphere including idea sharing, learning, and back-up• Adapts and quickly to change and a strong ability to problem solve multiple priorities simultaneously while maintaining a joyous attitude

• Investigate and resolve issues regarding content that is reported for account support and/or safety; flag for action, and resolve within agreed-upon turnaround times and standards of quality• Understand and remain up-to-date with client policies and guidelines; resolve inquires according to defined policies and procedures• Complies with all client published policies, procedures and any legal and regulatory requirements that the company is obliged to adhere• Demonstrates speed, agility, critical-thinking, and problem-solving skills in their work and an ability to ramp up quickly

• Utilized the consultative skills to assess the client’s needs, determined the best insurance plan and assessed appropriate eligibility.• Communicated the costs and benefits of private insurance plans through the telephone.• Engaged in special assignments by collecting and analyzing data and results whenever necessary.• Determine process improvement areas.• Designed and coordinated training programs for employees in order to enhance work efficiency.•Offered solutions to the top management regarding project-related queries.•Entered data into system from customer's emails and faxes.•Work closely with Policy Team and Subject Matter Experts to assist with site updates and maintenance of the product database.•Responded promptly to email requests from clients regarding employee coverage, policy cancellations and policy renewals.

•Leader for Vendor Department team for onboarding, training, process creation, and team building.•Organized bulk projects, delegated responsibilities to effectively meet deadlines working directly with employees.•Monitored work orders and scheduled them to be completed in the time allotted.

•Learned and understood multiple aspects of production, while adhering to strict safety, quality, and production standards.•Troubleshot equipment as necessary to avoid downtime and was always willing to go beyond my normal duties.•Supported team in performing daily goals and follow-up as well as ensuring production goals are being met during both peak and non-peak periods.

•Developed proficiency in all of the company’s products, including Home, Auto, and Umbrella Insurance.•Providing empathetic, complete, concise, and appropriate insurance quotes and education to clients•Scored 99% in bi-annual product knowledge tests.•Coached 3 other insurance agents in working on best quality practices.•Working with a variety of web-based and internet programs and software to access daily operating systems and customer profiles.•Exercised responsive and timely follow-up to customer inquiries in an effort to finalize and or preserve the sale recommend solutions and provide product options to meet customer needs, including increased coverage and combinations.