Michael Howell
Spartanburg,SC
Summary
Personal
Lines license in 49 states
Overview
26
26
years of professional experience
1
1
Certification
Work History
Blended Sales and Service Sr Rep
Progressive Casulty Insurance
Cleveland, OH
06.2023 - Current
- Achieved high customer satisfaction ratings by actively listening to client needs and providing tailored solutions.
- Developed training materials to support new team members in understanding product offerings.
- Improved team communication with regular updates and feedback sessions
- Took about 60 calls a day
- Licensed in 49 states personal lines
- Delt w quoting selling new policy direct in all states and educating and counseling in coverages also did move out of state policy
- Did payment arrangements answered questions on policy did reinstatements add replace vehicles policy reviews send I'd card declaration page and updating lienholder as per lender also felt with rate increase calls and how to keep business with company
- Add drivers delete drivers updating policy according to state regulations with violations accidents
- Educate prospective customers on how to protect their families and assets
- Provide a positive customer experience
- Analyzed client feedback to identify areas for service improvement.
Financial Advisor
Northwell Health/uhc
New Hyde Park, NY
09.2021 - 05.2023
- Oversaw daily collections and accounts receivable activities, developing robust strategies to maximize collections and reduce aged accounts.
- Took billing calls, questions and concerns from patients and third party carriers.
- Entered patient charges and payments into electronic health records.
- Processed refund requests and reconciled deposit and patient collections.
- Identified discrepancies and carrier issues regarding billing and reimbursements.
- Processed claims and forwarded information to Medicare, Medicaid and commercial insurance companies.
- Protected medical office operations and integrity by keeping patient information confidential.
- Sent incomplete or incorrect claims to supervisors for proper adjudication.
- Corrected, completed and processed claims for payer codes.
- Notified customers of delinquent accounts with attempt to collect outstanding amounts.
- Updated account status records and collection efforts.
- Created repayment plans based on account holders' financial status and repayment abilities.
- Informed patients of payment policies, collected insurance information and verified benefits.
- Updated company's database daily with new details regarding collections and activity on delinquent accounts.
- Accepted and processed customer payments and applied toward account balances.
- Investigated billing discrepancies and implemented effective solutions to resolve concerns and prevent future problems.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Managed customer expectations by clarifying needs, identifying options and recommending products and services.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Documented customer correspondence in CRM to track requests, problems and solutions.
CSR TIER 2
Teachers Federal Credit Union
Hauppauge, NY
09.2019 - 09.2021
- Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
- Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
- Answered average of number of calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Stop check and ach payments,ordered checks and Bank checks from established accounts via phone
- Developed customized solutions of deposit, lending and other products for small business customers.
- Performed loan servicing functions to check compliance with applicable terms and conditions.
- Managed escalated phone calls by applying conflict resolutions skills and extensive knowledge of bank policies, products and services.
- Understood and applied selling techniques to open, develop and close sales and created product interest by actively cross-selling products and services to pursue customers.
- Documented transactions and moved, deposited or withdrew money accurately to prevent errors.
- Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services.
- Opened, closed and updated accounts for customers.
- Reversed fees, did change of address. debit card increases,closed and issued new card via telephone
- Identified and solved technical issues using variety of diagnostic tools and tactics.
- Conducted in-depth product and issue resolution research to address customer concerns.
- Took apps for various types of loans and products
- Supported customers with online billing, access and account issues.
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Developed and maintained strong relations with customers to meet quality expectations.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Managed customer expectations by clarifying needs, identifying options and recommending products and services.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Documented customer correspondence in CRM to track requests, problems and solutions.
Senior Mortgage Loan and Sales Processor
Alliance Mortgage and Marketing
Levittown, NY
11.1998 - 10.2016
- Determined appropriate rate locks, issuance of disclosures, overage and underage waivers and fee waivers.
- Analyzed applicants' financial status, credit and property evaluation to determine feasibility of granting loan.
- Educated customers on variety of loan products and available credit options to promote valuable decision-making.
- Created financial analysis reports of commercial real estate, borrowers' financial statements, lease reviews and market research.
- Performed daily maintenance of loan applicant database.
- Executed loan origination process, including ordering credit reports, appraisals and preliminary title reports.
- Provided expert financial advice on mortgage and both educational and personal loans.
- Adhered to all federal and state compliance guidelines relative to retail mortgage lending.
- Complied applications and paperwork and double-checked for accuracy.
- Reviewed applications at the front desk.
- Submitted applications to credit analysts.
- Approved loans that met specifications.
- Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
- Improved customer satisfaction by finding creative solutions to problems.
- Improved profit margins by streamlining operations and workflow and negotiating competitive vendor contracts.
Education
Associate of Arts - Liberal Arts And Sciences
Suffolk County Community College
Selden, NY08-1999
Skills
- Banking
- Administrative support
- Account updating
- Customer relations
- Supervision
- Planning and coordination
- Problem resolution
- Team building
- Organization
- Report generation
- Credit card payment processing
- Report creation
- Call Center Operations
- Quality assurance controls
- Clerical support
- Sales expertise
- Licensed insurance agent
- Customer service
- Insurance sales
- Appointment management
- Product knowledge
- Customer retention
- Policy analysis
Personal Information
Title:
Certification
Personal lines license 49 states
Timeline
Blended Sales and Service Sr Rep
Progressive Casulty Insurance
06.2023 - Current
Financial Advisor
Northwell Health/uhc
09.2021 - 05.2023
CSR TIER 2
Teachers Federal Credit Union
09.2019 - 09.2021
Senior Mortgage Loan and Sales Processor
Alliance Mortgage and Marketing
11.1998 - 10.2016
Associate of Arts - Liberal Arts And Sciences
Suffolk County Community College