Rebecca Shell Email & Phone Number

Urbandale, Ia, Us

West Des Moines, Iowa, United States

Assist agents and insureds with billing questions on their commercial policies through inbound phone calls and emailsMaintain a strong knowledge of GuideOne’s billing system and be able to efficiently communicate billing procedures with insureds and agentsChange pay plans and payment methodsWalk insureds through creating a log-in on the customer portal, MyAccount and assist with navigating the portal, making a payment, and signing up for auto payAssist underwriting with reviewing and processing reinstatements in a timely matterFile and maintain underwriting documents including applications, claims history, building inspections, payroll information, etcAssist with questions on Workers’ Compensation audits and connecting agents to their assigned underwriter if needed Meet Standard Level Service agreements when processing emails and Loss Runs report requestsPrepare billing summaries for agents and insuredsAccurately note customer files regarding any interaction as well as track work performed

Remote

Use active listening skills to assist Agents, Customers, and Mortgage Companies with billing and policy questions Research & resolve complex billing issues including but not limited to reinstatements, payment plan changes, and auto pay changes. Process policy changes including adding/removing vehicles or drivers, adjusting coverages and updating additional insureds.Reviewing new business quotes for eligibility and working with underwriters to review more complex risksProvide requested documentation such as ID Cards, Certificates of Insurance, Declaration Pages, Loss Runs, etc when requested Assist underwriting team with processing and reviewing documentation required for new business applications, non renewals, cancellations, and other changes as needed. Provide reasons for premium increases at renewal and review policies for additional discountsUpdate customer files after each call with accurate and detailed notesProvide thorough training for Agents on the Travelers Issue System and Travelers for Agents website Build strong relationships between Travelers and their agents by providing excellent service and fostering an environment of agent support Maintaining knowledge of procedures and underwriting guidelines as well as adjusting when changes and updates are introduced Meet outlined goals for Average Handle Time, Schedule Adherence, and Customer Experience