Rose Dugan

Assist customers using knowledge and experience; providing guidance on complex coverage questions, policy and billing inquiries, and claims assistance

Collaborate and provide direct support to Sales Producers; in issuing and servicing all new business

Policy renewal reviews, re-marketing & re-quoting current policies if necessary for client retention

Process all endorsements with numerous companies for Personal Lines book of business and streamlined processes with written instructions for team members

Renewal reviews for all Personal Lines clients, including comparisons from previous year, and providing alternatives for comparable coverages to help in lowering premiums

Maintain updated and accurate client records and documentation via CRM software (AMS360)

Remain up-to-date on product knowledge, industry and state regulations, company policies, and underwriting guidelines to deliver accurate information and quotes to clients

Boost department growth by generating numerous referrals and account rounds, maximizing written premium outcomes

Developed and maintained strong client relationships to ensure satisfaction and retention

Quoted, issued and serviced Personal Lines new business; providing ongoing customer support and guidance (with complex policy inquires, coverage questions, endorsements, ID Cards, and billing and claims service)

Collaborated with underwriting teams with numerous companies to foster professional relationships and streamline policy issuance processes, improving turnaround times and new business results

Conducted regular policy renewal reviews, ensuring most competitive rates and comprehensive coverages for clients

Accounts receivable, processing payments and rectifying complex billing issues for customers

Provided proactive, exceptional customer service, with prompt turn-around times

Generated a substantial volume of external referrals and new business premium for the agency

Client Relationship Management: assisted Personal Lines customers with policy inquiries, claims assistance, processed payments and resolved billing issues with clear and accurate resolutions

Clerical duties for agency principal/owner, including accounts receivable

Front desk receptionist duties (in-person & telephone) for new clients, current clients, marketing reps, and prospects

Quoted, issued and serviced all Personal Lines new business, as well as existing book of business (via Vertafore/PL Rater system)

Helped to optimize new business growth through account rounding and cross selling accounts

Provided excellent customer service with solid communication skills via phone, emails and in-person, for a growing Personal Lines portfolio

Remained up-to-date on all company guidelines as well as industry and state regulations

Utilized CRM system (AMS) to accurately document all client interactions and transactions