Brianna Bynum

Left AAA to care for family member full time due to health issues.

•Provide price quotes on all insurance products that factor in all applicable rules (underwriting, business, etc) and discounts to complete the sale

•Rewrite and reinstate insurance policies according to underwriting and business rules

•Complete membership and / or insurance applications, endorsements, and change forms (e.g., address change, etc), as necessary

•Accept & process payments at the point of sale

•Make outbound follow-up calls to customers in response to questions or complaints

•Correspond with and respond to inquiries from sales representatives, insureds, mortgage companies, and other sources regarding ratings, premiums, billing problems, and cancellations and to obtain and verify payments and other types of information

•Provide efficient processing of customer policies, endorsements, and status and coverage changes

•Assist agents in resolving technical and business-related issues

•May assist other Customer Interaction Centers (e.g., Emergency Road Service, Claims, Membership, Travel, etc.) in servicing members and / or customers when necessary to ensure quality service goals are met

• Operated in dynamic, high-volume environments to provide skilled assistance to more than 45 customers each day.

• Working in a fast-paced call center environment taking inbound phone calls back-to-back with a structured schedule

• Held to high standards to meet/exceed targeted metrics and objectives related to schedule adherence, call handling time, and lead generation

• Interpret policy contracts to insured based on expert knowledge of personal lines auto products

• Understand aspects of billing systems as it pertains to policy coverage

• Identifies and communicates transactions and impact to the policy premium • Evaluate and makes decisions regarding exceptions to payment plan and fees

• Proficiently utilizes online reference materials relating to auto policies to provide confident, accurate, and efficient

• Product, procedural, and technical systems knowledge

• Deliver expertise by identifying and analyzing customer and agent needs to ensure high satisfaction, growth, and retention of business

• Provided counsel, guidance, and suggestions to customers to adequately cover and protect what they value most by using upselling and cross-selling sales skills to educate customers and agents on new and existing insurance products & services

• Maintained and tracked accurate data in various computer systems

• Managed approximately 50 incoming calls, emails and faxes per day from customers

•Develop leads, schedule appointments, identify customer needs, and market appropriate products and services

•Establish customer relationships and follow up with customers, as needed

•Provide prompt, accurate, and friendly customer service