Robin Kolacheck

Managed customer relations and customer service through daily communication and interaction.

• Accepted inbound calls, primarily from agents with variety of inquiries: Billing, troubleshooting quotes/policies, policy review for premium increase(s) and processing transactions.
• Accept inbound escalation calls from both agents and insureds who were unable to resolve their issue with prior representative and to help further escalation.
• Use follow-up techniques to maintain dealer relations and keep apprised of dealership changes.
• Maximized customer and agent interactions by promptly identifying "unspoken needs".
• Tracking calls using management system software to ensure policies and/or quotes are documented for each interaction
• Prepares and processes any policy changes which include change requests, declarations, ID Cards, sending binders to lean and/or mortgage holders, and providing proper documentation.
• Coaching our agents on how to process changes and providing effective feedback on policies to help them manage our policyholders.
• Assists other department members such as underwriters, sales, and territory managers and their assistants.
• Assists supervisor(s) with special tasks, as requested.
• Mentored and coached other team members daily and through Peer Ambassador program and other initiatives.
• Currently working with our policy management team to help clear out and process requests.
• Worked in office until May 2019, then have been fully remote since. Currently working 4 day, 10 work week, but accepts overtime to help with business needs.