Nia Emanuel
Jacksonville
Summary
Excellent communicator and dependable team player with a strong understanding of the mortgage and insurance industry. Adept at building relationships with clients, brokers and other stakeholders while delivering outstanding service. Highly organized and detail-oriented with strong ability to identify potential risks and develop solutions.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Insurance Service Representative
Sagesure Insurance
10.2023 - Current
- Improved team productivity by providing assistance in training new employees on company policies and procedures.
- Reduced processing time by efficiently maintaining organized records of client communications and transactions.
- Assisted underwriters in risk assessment, gathering relevant information to aid decisionmaking.
- Enhanced customer satisfaction by promptly addressing and resolving insurance inquiries.
- Strengthened client relationships with timely follow-ups on outstanding issues and concerns.
- Managed high call volume effectively, ensuring prompt response times while maintaining quality of service provided to callers.
- Trained new customer service representatives on best practices, policies and procedures.
- Posted payments to accounts and maintained records.
- Collected premiums and issued accurate receipts.
Insurance Service Representative
AXIOM Staffing Group
05.2023 - 10.2023
- Responded to agent and customer requests for services and company information.
- Answered incoming phone calls and chats to support current/prospective policyholders.
- Documented customer interactions and transactions for accurate, up-to-date records.
- Fielded customer complaints, escalating complex issues to management for resolution.
Licensed Insurance Agent
Stillwater Insurance Group
04.2022 - 02.2023
- Calculated quotes and educated potential clients on insurance options.
- Obtained underwriting approval by completing application for coverage.
- Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
- Attended continuing education courses and workshops to gain additional insurance industry knowledge.
- Leveraged knowledge of company insurance products and services to advise customers on appropriate choices.
Customer Service Representative
Triad Financial Services Inc.
07.2021 - 04.2022
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Mailed and emailed requested documentation via fedex and UPS and also through secure emailing.
- Explained lien release and title process on manufactured homes
- High Volume call center
Mitigation Specialist
Freedom Mortgage Corporation
09.2020 - 10.2021
- Kept up-to-date on case progress by frequently reviewing records and reporting findings to clients.
- Answered telephone and coordinated meetings and conferences.
- Handled filing systems for both short and traditional real estate transactions.
- Analyzed credit, income, compliance, title documents and appraisals during underwriting process.
- Evaluated pay stubs, credit history, tax information and bank statements for financial status.
- High volume call center
Customer Service Representative
ERC- Wells Fargo Home Mortgage
07.2015 - 08.2020
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Provided primary customer support to internal and external customers.
- Recommended products to customers, thoroughly explaining details.
- Assisted with escrow concerns and questions
- High Volume call center
Education
Associate of Arts - Accountant
Florida State College At Jacksonville
High School Diploma -
Paxon School/Advanced Studies
06.2010
Skills
- Policy Management Expertise
- Calm and Professional Under Pressure
- Order and Refund Processing
- Efficient and Detail-Oriented
- Creative Problem Solving
- Multitasking and Prioritization
- De-escalation Techniques
- Verbal and Written Communication
- Proficient with MS Excel and Word, PDF viewer and office 360
- Licensing Requirements
- Professional Relationships
- Quote Information
Certification
Property and casualty license - 20343720
Timeline
Insurance Service Representative
Sagesure Insurance
10.2023 - Current
Insurance Service Representative
AXIOM Staffing Group
05.2023 - 10.2023
Licensed Insurance Agent
Stillwater Insurance Group
04.2022 - 02.2023
Customer Service Representative
Triad Financial Services Inc.
07.2021 - 04.2022
Mitigation Specialist
Freedom Mortgage Corporation
09.2020 - 10.2021
Customer Service Representative
ERC- Wells Fargo Home Mortgage
07.2015 - 08.2020
High School Diploma -
Paxon School/Advanced Studies
Associate of Arts - Accountant
Florida State College At Jacksonville
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