Melissa Baum
31990 Jay Bird Ln, Bulverde,TX
Summary
Enthusiastic Insurance Professional with 25+ years of sales and customer service experience using IMS, Portal, Conversant and PAS to effectively work on members accounts. Eager to contribute to team success through sharing knowledge, attention to detail and excellent organizational skills. Clear understanding of USAA's Mission and the importance of being a compliant company.
Overview
26
26
years of professional experience
Work History
Insurance Professional - Sales and Service I
USAA- Insurance Sales
11.1997 - Current
- Extensive knowledge of USAA membership and benefits
- Process eligibility and benefits verification for new members for past 26 years
- Expert experience working in IMS, Portal, Conversant and PAS
- Member profile experience working with enterprise capping
- Evaluate customer information to identify potential gaps in protection, offer product solutions while maintaining high quality service; 99.3% quality-compliance rate
- Routinely utilize critical-thinking skills; research and resolve routine and complex issues associated with eligibility, customer insurance using KC (Knowledge Central)
- Completed initial licensing requirements and maintain licenses for issuing and servicing insurance policies in all 50 states
- Field phone calls, gather information about members needs then recommend appropriate value-based solutions to solve financial, coverage and policy issues while being compliant
- Build relationships with members through active listening and developed SERVE talents to provide excellent service
- Promote available products and services to customers during service transactions and account management
- Educate customers how to utilize USAA online systems, complete forms and obtain desired products and services online
- Trained to identify potential membership eligibility and insurance fraud and actively report it
- Piloted work from home systems, provided numerous IT (Information Technology) feedback for solutions and improvements
- Worked closely with management and IT personnel to track technical system errors and assist with developing solutions
- Self-motivated, detail oriented, works well with team or independently with positive attitude
- Effectively coordinates with leadership and peers to make data driven decision and share best practices within the work-at-home environment
- Motivated Team Leader, engages with team daily through team Slack sharing best practices and being a champion for all peers to foster belonging
- Exceeded Expectation on multiple recent annual performance evaluations
- Previously worked Bank Acquisition: Checking, Savings, Credit Cards and Auto Loans
- Previously worked as USAA " Face to Face" Video Telephony Representative
Education
Associate in Customer Service - Customer Service
LOMA
12.2005
Associate in Insurance Services - Insurance And Risk Management
Insurance Institute of America
07.2003
Associate in Personal Insurance - Insurance And Risk Management
Insurance Institute of America
02.2003
Skills
- New Member Acquisition
- Existing Member Acquisition
- Customer Relations
- Inbound and Outbound Calling
- Systems Expertise in IMS, Portal, Conversant and PAS
- Expert in USAA eligibility rules and caping guidelines
- Proficient in Microsoft Outlook, Word, Excel, Power Point and Slack
- Provides USAA online member assistance
- Identify potential eligibility and insurance fraud
- Frontline Insurance Underwriter
- Proficient in SERVE call flow
- Frontline complaint resolution
- Trained in auto insurance acquisition and service
- Trained in all property insurance acquisition and service
- Trained in VPP acquisition and service
- Trained in umbrella insurance acquisition
Timeline
Insurance Professional - Sales and Service I
USAA- Insurance Sales
11.1997 - Current
Associate in Customer Service - Customer Service
LOMA
Associate in Insurance Services - Insurance And Risk Management
Insurance Institute of America
Associate in Personal Insurance - Insurance And Risk Management
Insurance Institute of America