Amber Wilbanks

• Calculated quotes and educated potential clients on insurance options.
• Attended continuing education courses and workshops to gain additional insurance industry knowledge.
• Leveraged knowledge of company insurance products and services to advise customers on appropriate choices.
• Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
• Obtained underwriting approval by completing application for coverage.
• Provided coverage option information to assist clients in protecting assets.
• Calculated premiums and established payment methods for sales.
• Analyzed risk factors to recommend appropriate coverage levels.
• Researched and identified potential new markets.

• Sought out new clients and developed client relationships through networking, direct referrals, lead databases, and cold calling.
• Met with prospective clients to discuss insurance needs and provide solutions.
• Educated clients on insurance policies and procedures.
• Calculated premiums and established payment methods for sales.
• Generated leads through cold-calling, networking and other outreach methods.

• Evaluated different providers offering range of services, coverages and plan options to pick optimal choice.
• Kept programs in line with plan structure, company policy and legal requirements.
• Audited benefit programs and agreements to optimize service delivery.
• Assessed client requirements and developed targeted benefits solutions.
• Expedited benefit delivery by establishing working relationships with benefit providers.
• Performed evaluations of competitor actions, legislative changes and collective bargaining results in order to make sound decisions about future company benefits and compensation.
• Proven ability to learn quickly and adapt to new situations.
• Worked well in a team setting, providing support and guidance.
• Worked effectively in fast-paced environments.
• Managed time efficiently in order to complete all tasks within deadlines.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Excellent communication skills, both verbal and written.
• Adaptable and proficient in learning new concepts quickly and efficiently.
• Used critical thinking to break down problems, evaluate solutions and make decisions.

See previous experience with employer.

• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
• Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
• Completed opening and closing functions to meet operational needs.
• Maintained and managed customer files and databases.
• Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
• Supported call center associates by taking on escalated calls, handling complex concerns and achieving customer satisfaction targets.
• Participated in team meetings and training sessions to stay informed about product updates and changes.
• Utilized customer service software to manage interactions and track customer satisfaction.
• Consistently met call quality scores and metric requirements.
• Subject Matter Expert to handle specific customer needs with Flexible Spending Accounts, Health Savings Accounts, and assisted employers with account funding.
• Knowledge in disability, critical illness, cancer, and accident policies.

• Called prospective customers in designated market area to qualify leads.
• Completed daily cold calling and outreach to build sales pipeline.
• Built relationships with customers using strong persuasion and active listening skills.
• Pitched products and services to potential customers, securing new deals and sales opportunities.

• Coordinated patient scheduling, check-in, check-out and payments for billing.
• Managed multi-line phone system and pleasantly greeted patients.
• Organized paperwork such as charts and reports for office and patient needs.
• Checked patient insurance, demographic, and health history to keep information current.
• Adhered to strict HIPAA guidelines to protect patient privacy.
• Kept waiting room neat and organized by stacking magazines, removing trash, and cleaning glass.
• Supported office staff and operational requirements with administrative tasks.
• Managed master calendar and scheduled appointments for providers based on optimal patient loads and clinician availability.
• Notified manager of incidents and potential incidents relating to patients and staff for swift action.
• Printed prescription requests and queries in compliance with practice protocol.
• Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
• Coordinated referrals through insurance and other medical specialists and documented details in patient charts.
• Assisted with medical coding and billing tasks.
• Processed medical insurance claims and payments.