Skyler Hanks

• Had several months this year where I was one of the leads for metrics, such as lead conversions and enrollments. I was able to achieve 30 enrollments with over 10% conversion per. Both are significant to agent statistics.
• Crafted and delivered personalized strategies to enhance customer satisfaction
• Performed in-depth research and analysis on customer data for guaranteed coverage accuracy.
• Informed clients about the specifics of policy terms, conditions, and benefits.
• Conducted market analysis to identify trends in the industry and recommend solutions accordingly.

• Exhibited exceptional performance in business development resulting in favorable quality assessments and positive reviews.
• Assisted members in navigating new health insurance plans, enhancing their understanding and utilization of benefits.
• Assisted members with onboarding, appointment scheduling, and enrollment in additional benefits
• Engaged effectively with beneficiaries during enrollment process and confirmed benefits review, leading to successful retention of memberships.
• ● Educate members on information regarding plan benefits, policies, and procedures
• Investigated and resolved member complaints and escalations in collaboration with management.

● Provided technical assistance and guidance to internal production staff for company systems, correspondent websites, and software while staying updated on current financial regulations, processing, and underwriting.

Identified and resolved troubleshooting issues, tested program functionality and efficiency.

● Serviced and supported customer web portals, loan pricing and lock request questions. Directed employees on submitting loans, checking program eligibility, running automated underwriting findings and financial documentation management.

● Responded promptly to customer complaints regarding products and services received to ensure satisfaction was achieved.

● Assisted new Mortgage Loan Officers and Branches in the onboarding process by coordinating all technical needs with the IT Department and maintaining and issuing system and service user login information.

● Handled Encompass 360 Help Desk support, simultaneously collaborated on nationwide system update project management and implementation.

● Provided loan origination system training to enhance the effectiveness of officers in processing loans via Encompass solutions, and Account management for new user logins and maintenance of usernames and passwords.

● Identified and resolved any troubleshooting issues that arose and assisted in testing of program functionality, efficiency and utilization.

● Managing & promoting new business, retirement, and personal client accounts, while being responsible for branch growth & sales, as well as compliance & operations. Brand marketing and the companies reputation were important every day!

● Key duties involved close coordination with the Branch Manager in maintaining customer service standards, conducting new hire training, and addressing escalated problems.

● Conducted research and swiftly resolved complex problems.