Melissa Hornke
Leroy,IL
Summary
Experienced and result driven Underwriting Service Assistant that goes above and beyond to support underwriting peers. Leaders and agents.
Highly organized and detail oriented with great multi-tasking and task prioritization skills.
My goal is to obtain a PA3 position within State Farm where my skills and knowledge will be used to their fullest potential.
Overview
25
25
years of professional experience
Work History
Residential Underwriting Assistant
State Farm
01.2023 - Current
- Communicates with agents and staff to assist with company policies regarding quotes, premium differences and rating errors,
- Routinely collaborates with underwriters and management to ensure proper coverages and resolve complex request..
- Verified data integrity and accuracy.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
BOP Underwriter Service Assistant
State Farm
04.2017 - 01.2023
- Responded to customer requests via telephone and email and effectively answered questions and inquiries.
- Verified data integrity and accuracy.
- Consistently exceeded production goals for new business applications and policy transactions while maintaining high level of quality
- Provided high level of assistance to help with review, classification, coding, and rating of applications.
- Collaborated with peers and leadership to meet department goals.
Mutual Funds Customer Service Assistant
State Farm
01.2012 - 04.2017
- Built strong relationships with customers and colleagues by providing friendly and personable service.
- Responded to customer calls and emails to answer questions about products and services.
- Collaborated with other departments to guarantee customer satisfaction.
- Utilized problem-solving skills to address customer queries and complaints.
- Managed incoming calls each day with utmost professionalism and knowledgeable service.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Financial Customer Service Representative
State Farm
09.2008 - 01.2012
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Educated customers about billing, payment processing and support policies and procedures.
- Investigated and resolved accounting, service and delivery concerns.
- Maintained up-to-date knowledge of product and service changes.
- Cross-trained and provided backup support for organizational leadership.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
Variable Annuity Assistant
State Farm
03.1999 - 09.2008
- Collaborated with clients to maintain relationships and provide customers with thorough support and guidance.
- Developed and maintained strong knowledge of multiple products and varying levels of benefits within each product.
- Conducted research to answer questions and handle issues using multiple systems and resources.
- Developed advanced product knowledge to share current information while generating and delivering products quotes.
Education
High School Diploma -
Leroy High School
Leroy IL06.1987
Skills
- Renewing Policies
- Critical Thinking
- Resourceful
- Accountability
- Adaptability
- Quoting and Pricing Policies
- Initiative
- Decision making
Timeline
Residential Underwriting Assistant
State Farm
01.2023 - Current
BOP Underwriter Service Assistant
State Farm
04.2017 - 01.2023
Mutual Funds Customer Service Assistant
State Farm
01.2012 - 04.2017
Financial Customer Service Representative
State Farm
09.2008 - 01.2012
Variable Annuity Assistant
State Farm
03.1999 - 09.2008
High School Diploma -
Leroy High School
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