Bill Cook

Key Responsibilities

• Utilizes multiple communication channels to interact and document conversations with concurrent customers, agency partners, producers and/or 3rd party vendors regarding outstanding documentation requests
• Applies underwriting/claims guidelines and legislative requirements to service and review policies
• Identifies, researches, and responds to insurance policy questions and issues including requests related to policy changes, premium information, and transactions involving external companies and reinstatement of policies
• Uses multiple applications to gather necessary information and notify business partners regarding status, inquiries and reporting
• Provides first contact claim application and procedure support for internal claim employees
• Responds to inquiries and processes transactions related to billing, policies, and financial services, including electronic fund transfers, illustrations, values/disbursements, tax questions and premium inquiries
• Navigates and comprehends auto, fire, life, health, accounting and other applicable systems, in conjunction with legacy and/or modernization systems
• Demonstrates knowledge of claim procedures, processes, tools, and systems and keeps up to date on important technological changes that affect the department or enterprise

Items of Note

• May work irregular hours and be willing to work flexible work shifts as operation dictates
• May participate in company approved educational programs for continued personal and professional development and/or fulfill state licensing requirements, as applicable
• May require travel overnight via commercial transportation or driving motor vehicles to any office locations where the company does business, or other locations to conduct/attend training, conference, meetings, and/or seminars
• May be required to sign the acknowledgement and consent to contact monitoring and be monitored and recorded for quality assurance and training
• Regular and reliable attendance is required to ensure sufficient coverage is available

• Presented and clearly explained insurance policy options based on clients' needs and goals.
• Contacted policyholders to explain policies, analyze insurance options and suggest changes and additions to policies.
• Skillfully and patiently explained coverage options to potential policyholders, answering any questions or concerns.
• Analyzed customer needs and provided best options, upselling products and services.
• Engaged customers and provided high level of service by carefully explaining details about documents.
• Drove client retention by increasing savings opportunities and identifying premium discounts.

• Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
• Boosted productivity by maintaining strong call control and quickly working through scripts to address diverse problems.
• Reviewed files, records and other obtained documents to respond to customer requests.
• Corrected issues by giving agents targeted and highly constructive feedback.
• Explained key information regarding products and services to customers to encourage informed decision-making.
• Pursued opportunities to advance client relations skills and further enhance customer satisfaction in every interaction.

• Maintained optimal safety by adapting driving to match current traffic conditions and applying defensive strategies to avoid accidents.
• Loaded and unloaded merchandise efficiently to meet demanding route targets.
• Completed pre- and post-trip safety inspections to record and report any defects and malfunctions.
• Positioned lifting devices under or around loaded pallets and boxes to secure materials for transport.
• Checked vehicle after each shift for any damage and made sure it was properly cleaned and maintained.

• Provided information to passengers, including route, schedule and fares.
• Obeyed all DOT rules and regulations in addition to local laws and stipulations.
• Assisted disabled passengers in boarding and exiting bus.
• Adhered to company determined schedules and routes to ensure timely arrivals and departures.
• Transported passengers on predetermined routes while following local traffic regulations.
• Performed all duties with personable communication and professionalism, including bus operation and passenger interaction.

• Provided information to passengers, including route, schedule and fares.
• Obeyed all DOT rules and regulations in addition to local laws and stipulations.
• Assisted disabled passengers in boarding and exiting bus.
• Adhered to company determined schedules and routes to ensure timely arrivals and departures.
• Transported passengers on predetermined routes while following local traffic regulations.
• Performed all duties with personable communication and professionalism, including bus operation and passenger interaction.
• Operated navigation equipment and two-way radio while remaining focused on safety and efficiency.