Nate Rainer Email & Phone Number

Jacksonville, Florida, United States

Jacksonville, Florida Area

Responded promptly through written and verbal communications providing answers to policyholders, agency partners, underwriting, and general departments. Researched, analyzed and communicated solutions to routine as well as complex billing and insurance questions based on company guidelines and procedures. As a Subject Matter Expert, assisted in development, implementation and training of new and established account representatives. • Evaluated daily work of 80 trainees to assure compliance with company protocols and procedures. Consistently exceeded daily evaluations completed while maintaining quality.• Recognized for exceptional customer service by supervisor and agent after resolving complex, multi-account issue; including active listening to concerns, researching details, reviewing with underwriting partner, correcting premium miscalculation and resolution follow-up to agent and insured.

Jacksonville, Florida Area

Coached 120 new representatives virtually using continuous evaluation techniques, providing feedback regarding adherence to company protocols and procedures, online mentoring to encourage development and confidence in file management and payment reconciliation. Worked collaboratively with trainers and supervisors to inform of additional training needs and procedural updates.• Delivered training to 200+ representatives, specialists, and supervisors in multiple sessions regarding changes for monthly billing accounts. Received praise from attendees and awarded an On-the-Spot award from supervisor.• Created template for 10 Training Specialists to use for daily work assignments giving consistency, saving time and reducing errors in all 3 sites.• Served on the virtual consistency group providing feedback and new ideas to build consistency among the 6 training specialist teams and evaluating teams.

Jacksonville, Florida Area

Licensed in multiple states for handling property claims for hail and wind losses. Researched and investigated submitted personal property claims, using critical thinking and judgement to make appropriate determination. Reviewed and entered personal property through contents inventory to determine payment. Processed and issued payments. Drafted letters, memos and other correspondence. Assisted in training of new claim processors.• Selected to begin the Total Loss Contents Inventory team to reduce personal property claim handling by claim representatives in the field and in-house. • Recognized as one of the top 10 users of the State Farm Replacement Services (SFRS) for Catastrophe Services Contents Handling Unit throughout 2009 and 2010 reducing costs for policyholders.

Jacksonville, Florida Area

Successfully completed the 9 month training program. Responded promptly through written and verbal communications providing answers to policyholders, agency partners, underwriting, and general departments. Researched, analyzed and communicated solutions to routine as well as complex billing and insurance questions based on company guidelines and procedures.