Senior Customer Service Representative
Crystal Cole
Swiss Re – IptiQ Americas
Rock Hill,SC
Work Preference
Location Preference
Remote
Experienced insurance operations and agency services professional with 25+ years in the life insurance industry specializing in agency support, underwriting coordination, customer service, onboarding, compliance processing, and case management. Proven ability to manage high-volume operations, resolve escalated issues, support agents through the application lifecycle, and improve operational efficiency. Strong background in life insurance processing, agent services, auditing, policy administration, and cross-functional collaboration.
1
Certification
25
Years of experience
Work History
Senior Customer Service Representative
4 Years
Swiss Re – IptiQ Americas - Rock Hill, SC | 02.2021 - 02.2025
- Delivered exceptional remote customer service and agency support by resolving escalated inquiries, policy issues, and service requests while consistently meeting quality and response standards.
- Processed agent appointments, licensing updates, background checks, and terminations while maintaining compliance and accurate documentation in HubSpot CRM.
- Supported onboarding and training of new employees on systems, workflows, compliance requirements, and customer service best practices.
- Collaborated with Operations, Compliance, and IT teams to resolve technical issues, improve service processes, and support business objectives through Freshdesk and other internal systems.
- Assisted life insurance agents with applications, underwriting requirements, policy updates, claims inquiries, quality assurance reviews, and management of high-volume shared service inboxes.
Senior Life Case Manager
12 Years 11 Months
Time Financial (BB&T Subsidiary) - Charlotte, NC | 04.2005 - 03.2018
- Managed life insurance applications from submission through underwriting, policy approval, and issuance while ensuring accuracy and timely processing.
- Coordinated with agents, clients, underwriters, and medical vendors to resolve issues, obtain required documentation, and provide status updates.
- Built and maintained strong relationships with regional directors, agencies, and business partners by delivering exceptional customer service and support.
- Oversaw complex life insurance cases, including multimillion-dollar policies and 1035 exchanges, while recommending carriers based on underwriting guidelines and client needs.
- Maintained case documentation, tracked application progress, and supported daily office operations to ensure efficient workflow and compliance.
Education
High School diploma
Rock Hill High School
1990
Skills
- Customer Relationship Management
- Remote Customer Support
- Escalation Resolution
- Problem Solving
- Written & Verbal Communication
- Strong verbal and written communication
- Risk management processes and analysis
- Extremely organized
Certification
Loma 1 and Loma 2
Timeline
Senior Customer Service Representative
Swiss Re – IptiQ Americas
02.2021 - 02.2025Read more
Senior Life Case Manager
Time Financial (BB&T Subsidiary)
04.2005 - 03.2018Read more
Rock Hill High School - High School diploma,
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