Heather Gunter

Took a planned career break to support family needs while maintaining active engagement in professional development. Stayed current with insurance knowledge and customer service best practices to ensure a smooth transition back into a client‑facing account management role.

Promoted into role of supporting insurance‑related operations, client communication, underwriting coordination, and precise policy documentation. Managed a large book of client accounts with strong attention to accuracy, compliance, and exceptional service.

Client Service & Account Support

• Delivered outstanding service by resolving inquiries quickly, guiding clients through complex documentation, and proactively addressing concerns while maintaining highly organized, accurate digital files across large account volumes.
• Built strong rapport with clients, underwriters, trustees, escrow agents, and vendors to ensure clear communication and smooth processing.
• Supported account servicing activities by reviewing client requests, addressing policy‑related questions, and ensuring timely responses.

Policy, Documentation & Renewal Accuracy

• Processed and reviewed $2B+ in insurance and settlement documentation with 100% accuracy and compliance. Proactive file audits conducted to identify documentation gaps, compliance concerns, or eligibility inconsistencies.
• Digitized intake and policy documentation workflows, reducing processing time from 3–5 days to 24 hours.
• Consolidated multiple documents into single DocuSign packets, improving turnaround by 15–20% and enhancing client experience.

Operational & Cost Improvements

• Reduced annual fees by $120 per client through third party custodian transfers and policy analysis.
• Lowered per‑client transaction cost from $800 to $500 across 240+ annual accounts.
• Eliminated 15K+ in printing and shipping costs by transitioning closing documentation to secure digital delivery while saving 18K+ annually migrating to a new DocuSign‑based workflow and streamlining renewal and purchase forms.

Training & Team Support

• Developed and launched the company’s first formal training program, including manuals and video demonstrations.
• Trained 20+ team members on compliance, documentation accuracy, and effective client communication.
• Supported cross‑functional teams in understanding policy requirements, underwriting expectations, and file accuracy standards.