Lance Scott

Reviewed policy benefit eligibility according to policy, company, state, and federal guidelines for Long-Term Care Insurance Plans.

• Analyzed policy changes to update eligibility criteria, improving accuracy of assessments and services provided.
• Provided exceptional customer service through prompt response times, clear communication channels, and diligent follow-up practices.
• Resolved discrepancies with client applications to verify eligibility.
• Maintained detailed records of client interactions, ensuring accuracy and confidentiality of sensitive information.
• Assisted clients with accurate eligibility form, application and document completion.
• Scheduled appointments with applicants to gather information and explain benefits processes.
• Communicated with people from various cultures and backgrounds on application process.

• Performed quality assessments for customer care professionals as required by various partners (New York Life, Transamerica, Wells Fargo, Mutual of Omaha).
• Coached 6 team members in techniques necessary to complete job tasks.
• Provided reporting for KPIs upon requests from management.
• Researched and provided call recordings requested by Legal and Consumer Affairs.

• Onboard training of new hires for customer service and sales. Class size 12-20.
• Refresher or cross-training for existing employees.
• Document review of sales scripts and process/procedures. This included updating online scripts using my licensed insurance agents completing phone sales.
• Worked with various new business project managers regarding new scripting and documentation requirements

• Classroom training for potential new hires of customer service and sales. Class size 12-20.
• Training included use of customer service platform, procedures, resources and de-escalation techniques.
• Supervised final two weeks of onboard training for potential new hires taking live calls.
• Applied strong leadership talents and critical thinking skills to lead support staff of 2-4 in daily coaching/monitoring of new hire trainees.
• Collaborated with HR and supervisors to determine if new hires met training requirements for graduation.

• Managed and motivated employees to be productive and engaged in work.
• Managed team of up to 18 service and sales associates.
• Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
• Responsible for quality monitoring and training of staff to ensure performance standards were maintained.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
• Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
• Involved in hiring and termination of employees.