LECHALE BOWEN
Columbia,South Carolina
Summary
Technologically savvy Service Expert with 30 years of proven customer service, time management and multitasking abilities. Proven history of building trust with customers to promote satisfaction, develop effective solutions, and maintain long-term relationships.
Overview
28
28
years of professional experience
Work History
Senior Billing Experience Consultant
Colonial Life & Accident Insurance Company
Columbia, South Carolina
12.2021 - Current
- Manage multiple daily and weekly reports and data (Suspense Accounts, 35 Resolve Discrepancy, Due and Unpaid reports at group level) and take appropriate actions as needed
- Partners with Field Agents, Plan Administrators, Brokers to ensure the accuracy of invoices. Corresponds with clients via email, phone and ECCM letter system to follow up on outstanding payments, and resolve billing related issues
- Supports, educates, and resolves billing inquiries and research from external and internal partners
- Builds strong partnerships with internal and external partners to identify and resolve customer billing issues
- Presents CLA Billing and Administrative presentations of the Colonial Life Client Portal to Agents, Brokers, and Plan Administrators as needed
- Conducts research via GoCo files and GATHR billing system to pay all invoies as a GATHR SME
- Analyzes customer billing/payment history to identify potential opportunities for efficiency and improvement
Service Expert
COLONIAL LIFE & ACCIDENT INSURANCE COMPANY
Columbia, SC
02.2019 - 12.2021
- Conducted one on one customer focused client portal web site overviews for new and existing plan administrators to educate them on bill reconciliation, premium submission, file uploads and numerous other best billing practices
- Also conducted weekly open webinars to educate plan administrators and field partners on the client portal web site
- Manned an internal team DL as a technical expert to resolve all client portal-based technical questions received from the Service Hub
- Technical point of contact for the Pierce Group agents and all plan administrators of Pierce Group accounts
- Created, generated, and managed a daily web membership report through an automated Bot
- Resolved all email inquiries by researching and corresponding with Plan Administrators/Colonial Life field partners/Brokers regarding client portal web site and billing issues
- Participated and provided feedback as a Service Matter Expert on client portal projects and process improvement initiatives
- Provides client portal web site training as needed to Service Hub team members
- Point of contact as a Service Matter Expert for home office employees, leadership, training, and quality teams.
New Accounts Client Implementation Guide
Colonial Life & Accidental Insurance
Columbia, South Carolina
02.2018 - 02.2019
- Responsible for the implementation of all new accounts by taking ownership of the setup of billing, underwriting risk rating using Dunn & Bradstreet, agent compensation, enrollment shell and plan administrator web site access.
Customer Connections Specialist
COLONIAL LIFE & ACCIDENT INSURANCE COMPANY
Columbia, SC
07.2014 - 02.2018
- Onboarded new accounts by providing customer focused one on one web webinars of the PA web site for plan administrators to verify the accuracy of the first invoice, account set-up and to educate them on best billing practices
- Provided complete customer service delivery to all users for technical and business interactions
- Responsible for the implementation of all new accounts by taking ownership of the setup of billing, underwriting risk rating, agent compensation, enrollment shell and plan administrator web site access.
Senior Internet Response Specialist
COLONIAL LIFE & ACCIDENT INSURANCE COMPANY
Columbia, SC
01.2005 - 07.2014
- Participated on project teams and was a tester for the Customer Self Service I, Product Harmony, Extranet II, IE10 and I3 projects for the Contact Center.
- Resolved all email inquiries by researching and corresponding with the policyholder regarding their claim status, billing issues, underwriting inquires, cash value requests, etc.
- Conducted Internet Overview training sessions for each new hire class in the Contact Center.
- Responsible for conducting quality audits for members of the Internet Team and providing feedback.
- Worked in a Help Desk role to resolve all technical questions received from Contact Center telephone representatives regarding password resets/member registrations.
- Responsible for keeping Contact Center informed on web site changes.
- Also, responsible for training Internet Team members on all procedural changes.
- Worked with Service Consultants on process improvement ideas to streamline existing workflows.
- Acted as a liaison between the customer and other business areas to relay pertinent information and resolve complex issues.
- Participates in the testing and selection process of new Internet Team backups.
Senior Policyholder Services Representative
COLONIAL LIFE & ACCIDENT INSURANCE COMPANY
Columbia, SC
11.2001 - 01.2005
- Resolved all email inquiries by researching and corresponding with the policyholder regarding their claim status, billing issues, underwriting inquires, cash value requests, etc.
- Answered Help Line calls from Contact Center Representatives.
- Acted as a liaison between the customer and other business areas to relay pertinent information and resolve complex issues.
- Produced schedules and handled PTO requests for the Contact Center as a backup for Resource Management Team.
Call Center Senior Representative
COLONIAL LIFE & ACCIDENT INSURANCE COMPANY
Columbia, SC
07.1997 - 11.2001
- Received training to begin responding to customer email inquiries.
- Answered calls from policyholders regarding billing, claims, underwriting, or life issues.
- Assisted on the Help Line as a senior back up to handle questions from Contact Center Representatives.
- Received State Insurance License to support a Contact Center pilot created to sell new policies by telephone.
Skills
- Excellent verbal communication skills
- Excellent understanding of risk management
- Excellent written communication skills
- Excellent interpersonal communication skills
- Strong leadership skills
- Detail oriented
- Confident in making independent decisions
- Self motivated
- Onboarding experience
- Strong business knowledge
- Strong business application knowledge
- Exceptional customer service skills
- Problem-solving abilities
- Adaptive team player
- Excellent troubleshooting skills
- Courteous demeanor
- Professional demeanor
Awards
2003 Aspire (formerly SCORE) attendee
Timeline
Senior Billing Experience Consultant
Colonial Life & Accident Insurance Company
12.2021 - Current
Service Expert
COLONIAL LIFE & ACCIDENT INSURANCE COMPANY
02.2019 - 12.2021
New Accounts Client Implementation Guide
Colonial Life & Accidental Insurance
02.2018 - 02.2019
Customer Connections Specialist
COLONIAL LIFE & ACCIDENT INSURANCE COMPANY
07.2014 - 02.2018
Senior Internet Response Specialist
COLONIAL LIFE & ACCIDENT INSURANCE COMPANY
01.2005 - 07.2014
Senior Policyholder Services Representative
COLONIAL LIFE & ACCIDENT INSURANCE COMPANY
11.2001 - 01.2005
Call Center Senior Representative
COLONIAL LIFE & ACCIDENT INSURANCE COMPANY
07.1997 - 11.2001