Heather Braxton
Bryant Pond
Summary
Dynamic account representative with a proven track record at USI Insurance Services LLC, enhancing customer satisfaction through exceptional communication and problem-solving skills. Successfully streamlined processes, resulting in improved account retention and efficient policy management. Adept at mentoring junior staff, fostering a collaborative environment that drives team performance and client loyalty.
Overview
20
20
years of professional experience
Work History
CL Sr Account Representative
USI Insurance Services LLC
06.2016 - Current
- Streamlined account management processes for increased efficiency and improved customer experiences.
- Developed strong relationships with clients, fostering trust and loyalty to retain business over time.
- Collaborated with underwriters to ensure accurate policy issuance and appropriate coverage levels.
- Provided training and mentorship to junior account managers, enhancing overall team performance and service quality levels.
- Negotiated competitive insurance rates with carriers, maximizing value for clients.
- Streamlined policy renewals for timely processing, ensuring continuous coverage for clients.
- Improved account retention rates with exceptional customer service skills and prompt issue resolution.
- Enhanced customer satisfaction by efficiently managing commercial lines accounts and promptly addressing client inquiries.
- Prepared orders and issued binders, proofs of insurance and endorsements for delivery to clients.
- Maintained required data in agency management system to follow corporate guidelines.
- Analyzed client needs to identify coverage solutions and produced policy and quotes.
- Processed cancellation requests from carriers and provided resolution to maintain financial equity.
- Reviewed audits of policies for accuracy to facilitate corrections between client and carrier.
- Educated clients on insurance policies and procedures.
- Conducted annual reviews of existing policies to update information.
Credit and Collections Specialist
Applicators Sales and Service
11.2004 - 02.2015
- Continuously monitored client payment patterns to identify potential concerns, allowing for early intervention in cases of financial distress or impending default.
- Stayed current on industry trends related to credit management and collections techniques, allowing for proactive adjustments to company strategies as needed.
- Assisted in the development of departmental goals and KPIs, ensuring a focus on continuous improvement and measurable results within credits and collections operations.
- Collaborated with sales teams to establish credit limits for new customers, ensuring optimal business growth without compromising financial stability.
- Reduced outstanding debts through timely intervention and assertive negotiation strategies.
- Coordinated effectively with client-facing teams to ensure consistent messaging and aligned strategies for managing overdue accounts.
- Maintained strong relationships with clients by providing exceptional communication and resolving disputes professionally.
- Streamlined processes for managing invoicing and payment plans, resulting in more accurate billing records and improved collection efficiency.
- Analyzed customer credit data to make informed decisions on extending or denying credit, minimizing financial risk.
- Enhanced company cash flow by closely monitoring accounts receivable and diligently pursuing overdue payments.
- Provided detailed documentation supporting legal action against delinquent accounts when necessary, aiding in successful litigation efforts.
- Worked cross-functionally with other departments to address potential issues impacting credits and collections processes early on, preventing costly delays or errors later down the line.
- Balanced firm but fair collections practices with excellent customer service skills, maintaining positive relationships with clients even during difficult financial negotiations.
- Conducted thorough investigations into disputed invoices and negotiated resolutions that satisfied both parties while upholding company policies.
- Developed comprehensive reports detailing account status, enabling management to make informed decisions regarding collections efforts.
- Improved credit collections by implementing efficient tracking and follow-up procedures.
- Responded to customer inquiries and provided detailed account information.
- Maintained accurate records of customer accounts, payments and payment plans.
- Monitored customer accounts for payment delinquency and initiated collection efforts.
- Contacted customers to discuss past-due accounts and negotiated payment plans.
- Worked with customer to create debt repayment plan based on current financial condition.
- Established relationships with customers to encourage payment of delinquent accounts.
- Entered client details and notes into system for interdepartmental access and review.
- Processed debtor payments and updated accounts to reflect new balance.
- Researched billing errors and discrepancies to initiate corrective action.
- Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
- Analyzed customer financial records to determine appropriate payment plan.
- Generated and distributed monthly customer statements.
- Prepared and submitted legal documents to initiate court proceedings.
- Investigated customer credit references and approved credit lines.
Education
High School Diploma -
Thornton Academy
Saco, ME06-1985
Skills
- Employee mentoring
- Industry expertise
- Customer training
- Collections expertise
- Call center background
- Goal oriented
- Customer relationship management
- Account reconciliation
- Document management
- Account management
- Department collaboration
- Communication and negotiations
- Time management
- Attention to detail
- Problem-solving abilities
- Multitasking
- Reliability
- Excellent communication
- Customer satisfaction
- Organizational skills
- Active listening
- Effective communication
- Adaptability and flexibility
- Self motivation
- Professionalism
- Customer retention
- Client acquisition
2 Time Summit Award and 7 Celebrate Success Nominations
In 2018 and 2021, I won the the USI Summit Award, which rewards exceptional client service associates who build the USI brand everyday through ongoing interactions with clients, prospects, carriers and other USI associates.
In 2024, I had received a Northern New England high seven Celebrate Success nominations which is a peer-to-peer recognition program designed to spotlight outstanding performance of associates on a monthly basis,
Timeline
CL Sr Account Representative
USI Insurance Services LLC
06.2016 - Current
Credit and Collections Specialist
Applicators Sales and Service
11.2004 - 02.2015
High School Diploma -
Thornton Academy
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