Samantha Chandler
Texas City,TX
Summary
Results-driven insurance professional with proven expertise in client relations, policy knowledge, and account management. Committed to enhancing client retention and satisfaction through streamlined service processes.
Dynamic insurance agent with a strong background in customer service and negotiations. Proven ability to develop tailored insurance solutions that boost client satisfaction and retention, while ensuring compliance with industry regulations and enhancing operational efficiency.
Detail-oriented insurance agent known for exceptional client support and policy management. Expertise in fostering strong client relationships and streamlining processes to enhance service delivery and compliance across insurance operations.
Experienced with client needs analysis and insurance policy customization. Utilizes risk management strategies to offer optimal coverage solutions. Knowledge of industry regulations and maintaining high standards of customer service.
Excellent communicator and dependable team player with strong understanding of 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
11
11
years of professional experience
Work History
Insurance Agent
CXIS/ERGO NEXT
St. Petersburg, FL
04.2022 - Current
- A NEXT AST (Agency Support Team) Agent primarily supports partner agents (including direct, wholesale agents, and agency groups) by Handling requests such as agent verification, answering appetite and commission questions, processing agent or BOR/AOR changes, Managing backdated cancellations, IVANS, questions, and assisting with admin changes in agent accounts; essentially, they preform similar servicing tasks but are focused on supporting agents appointed to bind policies with ERGO NEXT rather than direct customers. AST agents also work closely agency partners on escalations onboarding and complex service workflows tied to unique agency contracts.
- Collaborated with agents to develop tailored insurance solutions, enhancing client satisfaction and retention.
- Reviewed applications and supporting documents for completeness, ensuring compliance with regulatory standards.
- Monitored industry trends and regulatory changes to adjust underwriting practices accordingly.
- Maintained up-to-date knowledge of industry regulations to ensure compliance across all operations.
- Resolved complex client inquiries promptly, maintaining high standards of service quality and responsiveness.
- Maintained up-to-date knowledge of industry regulations, staying ahead of potential impacts on client policies.
- Coordinated cross-departmental efforts to resolve complex issues, ensuring a seamless experience for clients.
- Fostered strong relationships with clients/agents through ongoing communication and support.
- Increased client/agent satisfaction by providing comprehensive insurance solutions tailored to individual business needs.
- Provided expert guidance on commercial insurance products to clients, agents, and prospects.
- Streamlined policy renewal processes for improved efficiency and timely delivery of coverage information to clients.
- Educated Agents on available coverage options, empowering them to make informed decisions about their commercial insurance needs.
- Received inbound Agent phone calls and returning agent outbound call backs in a timely and efficient manner.
- Updated coverages, limits, and payment plans/payment methods.
- Processed Certificates of Insurance for all 50 states and produced endorsements requested by clients and agents.
- Assisted agents that called in needing assistance with processing quotes, eligible endorsements, and Certificates of Insurance through their NEXT Agent Portal.
- Completed out daily assigned emails and closed out tickets.
- Processed and completed backdate cancellation requests and obtaining Acord cancellation forms (LPR) from the agent prior to processing any flat canceled or backdated cancellation requests.
- Worked on chat assisting multiple agents at one time with any assistance they require.
Personal Lines Account Manager
Insurance Solutions of Texas/Accusure
Sugar Land, TX
10.2019 - 03.2022
- Managed client accounts, ensuring comprehensive coverage and alignment with individual needs
- Developed tailored insurance solutions based on risk assessment and client profiles
- Streamlined policy renewal processes, enhancing efficiency and customer satisfaction
- Fostered strong relationships with clients, resulting in increased retention rates
- Managed a diverse book of business with attention to detail and accuracy, ensuring proper documentation was maintained for each account.
- Improved client retention by providing exceptional customer service and addressing policy inquiries in a timely manner.
- Conducted comprehensive policy reviews for clients, identifying gaps in coverage and recommending appropriate solutions.
- Collaborated with sales team to cross-sell additional products, resulting in expanded portfolio offerings and increased revenue.
- Met with customers to provide information about available products and policies.
- Calculated premiums and established payment methods for sales.
- Collected premiums on or before effective date of coverage.
- Evaluated competitors' products and services to gain competitive advantage.
- Educated clients on insurance policies and procedures.
- Analyzed customer needs to provide customized insurance solutions.
- Determined financial needs by assessing existing coverage and aligning new products and services with long-term goals.
- Processed policy renewals and endorsements efficiently, ensuring compliance with regulatory standards.
- Utilized CRM software to track interactions, maintaining detailed records to support client follow-up initiatives.
- Maximized productivity with effective time management and prioritization of tasks in a fast-paced environment.
- Skillfully negotiated favorable terms with underwriters on behalf of clients, securing competitive premium rates while maintaining adequate coverage levels.
- Enhanced client satisfaction by promptly addressing concerns and providing tailored insurance solutions.
- Increased policy retention rates by maintaining strong relationships with clients and providing exceptional customer service.
Personal Lines CSR
Allstate Adam Pisani Insurance Agency
Missouri City, TX
07.2018 - 10.2019
- Experienced with insuring certificates of Insurance that will comply with TX State Law to include reviewing Certificates of Insurance requirements.
- Issue Fire and Auto Declaration Pages, Auto ID Cards, and handle policy changes and/or requests , follow-up on required signature documents if not received. Review and save agency documents and update all lines of business if not received.
- Review and save agency documents and update all lines of business in Allstate's E-Agent, Process all endorsements and quotes though Gateway/Alliance systems. Prepare policies be directly mailed out in a timely manner and prepare book binders as needed as for customer presentations.
- Process all incoming premiums and renewals along with new business accounts annually, semi-annually, quarterly and monthly payment plans. Follow up on finance accounts for past due payments.
- Scanning/saving documentation by uploading required forms electronically though E-Agent Operating systems. Assist with all incoming and outgoing mail.
- Process for all lines of business A-Z. Request all required documentation Servicing and renewing Allstate and expanded market new lines of business for Personal and Commercial Lines of business. Offer annual reviews for all insurance products at time of renewal. Ship all expanded market carriers for the best rates possible. Offer Life insurance and bundle all policies if a product is missing.
- Process endorsements for entire book of business over $6K plus clients with multi-policies A-Z.
- Answer all incoming calls and complete requests while on the phone with the clients.
- Respond to all emails before 5:30PM CXT on a daily basis.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Processed policy changes and renewals accurately, ensuring compliance with company standards.
- Managed customer accounts using CRM software to maintain up-to-date records and improve service delivery.
- Trained new representatives on best practices for customer interaction and service excellence.
- Analyzed customer feedback to identify improvement areas in service processes and enhance satisfaction levels.
- Implemented process improvements that reduced response time for customer inquiries by optimizing workflow procedures.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Insurance Customer Service Representative
State Farm Forrest Cobb Agency
Sugar Land, TX
02.2017 - 06.2018
- Assisted clients in understanding policy details and coverage options.
- Resolved customer inquiries and claims efficiently, enhancing satisfaction.
- Processed policy renewals and endorsements accurately within established timelines.
- Collaborated with team members to improve customer service workflows and protocols.
- Maintaining the entire A-Z Personal and Commercial Lines of Business for the Agency.
- Process Evidence of Property/Certificates of Insurance. Experienced with issuing Certificates of Insurance that will comply with State Law, to include reviewing Certificates of Insurance requirements.
- Issue Fire and Auto Declaration Pages, Auto ID Cards, and handle all policy changes and/or endorsement requests.
- Suspense, follow-up, review and save in our Management System policy follow-up. Review and save agency documents and update all lines of business in ABS State Farm Operating System, ECRM, NECO and Salesforce.
- Prepare policies to be mailed out in a timely manner and prepare policy book binders as needed for client presentations.
- Processed all incoming premiums for Renewal and New Business annually, semi-annually, quarterly, and monthly premium payments. Follow-up on finance accounts for past due payments.
- Scanning/saving documentation in the designated W Drive for uploading required document in NEXT to be processed through Underwriting.
- Assist with all incoming and out going mail, research for Fire, Auto, Business Lines, Health and Life Insurance Lines of business.
- Quote, rate and rewrite policies for current and new lines of business A-Z. Request all documentation, selection rejections forms. Defensive Driving Certificates of Completion and signed paper apps for Personal and commercial lines policies. Assist all clients in a friendly and professional manner coaming into the agency.
- Answered all incoming calls and transferred calls to the designated agents in the agency.
Commercial Lines Assistant
Truitt Insurance Agency
Missouri City, TX
04.2015 - 02.2017
- Managed client inquiries, ensuring prompt and accurate responses to enhance customer satisfaction.
- Coordinated policy renewals and updates, streamlining processes for efficiency.
- Developed and maintained filing systems, improving document retrieval times and organization.
- Assisted in training new staff on agency procedures and software applications, fostering team competency.
- Processing and renewing all expiring Commercial Lines policies for business owners, Invoicing, collecting and processing payments, Preparing and processing premium finance agreements, Accord applications, supplemental applications, Certificates of insurance, Evidence of Insurance, incoming and outgoing mail.
- Keeping in close contact with clients throughout the renewal process from beginning to end of the policy term.
- Corresponding with Underwrites by requesting renewal quotes, loss runs, endorsements, binding for coverage, processing payments and posting payments online through the General Agency websites for our clients.
Education
High School Diploma -
Conroe High School
Conroe, TX05-1996
Property And Casualty Insurance Agent - Personal Lines, Commercial Lines, And Life/Health
Kaplan University, Cypress
Cypress09-2016
Business Computers Applications - Business Computer Applications
College of The Mainland
Texas City, TX12-2005
Medical Billing And Coding - Medical Billing And Coding
Lone Star College
Houston, TX05-2001
Skills
- Property and Causality License #2147979 Resident State of TX (Licensed in all 50 States)
- Life and Health License: #192114219
- Keyboard/Typing Skills: 85 WPM, 10-Key-100 Strokes per minute
- Computer Operations: MS office; Excell; Word; ECT
- Customer Service and Relations
- Managing Multi-Line Telephone Communication
- Scanning, Filing and Data Archiving
- Professional Correspondence
- Spreadsheets and Invoicing
- Submitting Appropriate forms to Texas Windstorm for Insurance Certification
- Office Equipment Operation
- QQ Catalyst Operation Systems
- AMS 360 Operating System/Rater
- Epic Operating System/Rater
- SalesForce
- Robin
- Island
- Zendesk
- Talk Desk
- TIPLA
- Slack
- Customer service
- Licensed insurance agent
- Professionalism and ethics
- Quotes and sales
- Customer follow-up
- Client relations
- Auto insurance
- Client needs analysis
- Client retention
- Account management
- New client acquisition
- Life insurance
- Policy writing
- Upselling
- Negotiation
- CRM software
- Health insurance
- Policy renewals
- Client account management
- Property insurance
- Marketing management
- Regulatory compliance
- Cold calling
- Policy adjustment
- Relationship building
- Client assessment
- Insurance product promotion
- Prospective client identification
- Critical thinking
- Policy Knowledge
- Property and casualty insurance
- Client prospecting
- Insurance policy sales
- Insurance eligibility
- Customer billing
- Customer complaint resolution
- Customer engagement
- Policy changes
- Insurance practices
- Customer referrals
- Customer account review
- Premium calculations
- Policy feature explanations
- Call center customer service
- Insurance coverage verification
- Client consultations
- Insurance claim regulations
- Form completion and submission
- Records maintenance
- Service marketing
- Licensing requirements
- Marketing strategy development
- Underwriter collaboration
- Quality assurance requirements
- Sales reporting
- Document control
Timeline
Insurance Agent
CXIS/ERGO NEXT
04.2022 - Current
Personal Lines Account Manager
Insurance Solutions of Texas/Accusure
10.2019 - 03.2022
Personal Lines CSR
Allstate Adam Pisani Insurance Agency
07.2018 - 10.2019
Insurance Customer Service Representative
State Farm Forrest Cobb Agency
02.2017 - 06.2018
Commercial Lines Assistant
Truitt Insurance Agency
04.2015 - 02.2017
High School Diploma -
Conroe High School
Property And Casualty Insurance Agent - Personal Lines, Commercial Lines, And Life/Health
Kaplan University, Cypress
Business Computers Applications - Business Computer Applications
College of The Mainland
Medical Billing And Coding - Medical Billing And Coding
Lone Star College