Stephen Marshall
San Diego,CA
Summary
Results-oriented professional with extensive work experience in client management for world-class financial institutions. Proven track record of surpassing service, quality, and productivity goals in fast-paced, deadline-oriented work environments. Meticulous and detail-oriented, consistently applying acute attention to detail throughout the workday. Collaborative team player who takes pride in contributing to the success of both the team and the company.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Client Marketing Manager
Marsh McLennan Agency
04.2016 - Current
- Provided detailed quotes and binding information about business insurance products to external and internal customers.
- Collaborated with colleagues to address complex client requirements and deliver comprehensive insurance packages.
- Expanded business opportunities by actively participating in industry events and networking functions.
- Expanded business opportunities by actively participating in industry events and networking functions..
- Provided expert guidance on various commercial insurance products such as general liability, workers'' compensation, property, marine cargo, cyber liability policies among others.
- Mentored junior brokers, sharing knowledge and best practices to foster professional growth within the team.
- Coordinated with other departments to ensure seamless policy implementation and ongoing account management activities.
- Leveraged analytical skills to assess client risk profiles accurately, enabling informed decision-making regarding coverage options.
- Negotiated competitive premiums for clients with a focus on comprehensive coverage tailored to individual needs.
- Developed strong relationships with underwriters, resulting in favorable policy terms for clients.
- Educated clients on insurance policies and procedures.
- Calculated premiums and established payment methods for sales.
- Finalized sales and collected necessary deposits.
- Analyzed risk factors to recommend appropriate coverage levels.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Increased client satisfaction by identifying coverage gaps and recommending appropriate insurance solutions.
CUSTOMER SERVICE REPRESENTATIVE
Fireman’s Fund Ins. Co /ACE Group
01.2012 - 01.2015
- Accountable for front line underwriting and manual rating of: quotes, endorsements, renewals, cancellations, rewrites, new business issuance
- Location lead in the renewal conversion of Fireman's Fund High Net Worth Book of Business to Ace Group's High Net Worth Book of Business
- Full Key of new and existing policy declaration pages and endorsements associated with Auto, Home, Excess, Inland Marine, Watercraft, Yacht policies with quality being the focus
- Verbal and written correspondence to Agents in regards to new or missing information as it pertains to the customer's risk, coverage request, or underwriting decision
- Assisted Western region manual raters with software update trouble shooting, quality control and production management
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in a team environment.
CUSTOMER SERVICE REPRESENTATIVE
Hartford Financial Services Group Inc
01.2005 - 01.2012
- Accountable for underwriting and manual rating of quotes, endorsements, renewals, cancellations and rewrites for personal line insurance policies
- Verbal and written correspondence to agents and policyholders to obtain missing information, quote rates, and communicate underwriting information
- Created new and edited existing policy documentation with the use Microsoft Office Suite
- Processed billing transactions for personal lines insurance policies
- Supported customer care center by providing system quotes, endorsements and renewal transactions including producer cancel/rewrites and split policy rewrites
- Created quality trend reports for manual rating department
- Point of contact for claims and internal affairs departments for non-system supported policy questions, reviews, and rush endorsement/renewal requests
- Successfully performed all responsibilities while working in a 100% remote environment with no negative impact to customer service, productivity and quality results for four years
CUSTOMER SERVICE REPRESENTATIVE
GEICO Direct
01.2003 - 01.2005
- Managed high volume inbound phone calls to optimize productivity in a world-class service center
- Counseled customers on a variety of subjects including, current and upgraded coverage’s, vehicle and driver discounts and a variety of products offered by the company’s partner organizations
- Payment plan modification services for auto policy holders
- Up sell of insurance products including personal umbrella policies, auto loan/lease coverage and warranties on existing automobile policies
Education
Bachelors Degree - Liberal Arts and Science
San Diego State University
San Diego, CA01.2002
Skills
- Product Knowledge
- Underwriting Knowledge
- Critical Thinking
- Excellent Communication
- Organizational Skills
- Form Completion and Submission
- Premium Calculations
- Administrative Functions
- Time Management
- Reliability
- Attention to Detail
- Problem-Solving
Qualifications Summary
Demonstrate a robust capability to work autonomously as well as collaboratively within a team environment, with a paramount emphasis on quality assurance. Committed to upholding the highest level of respect for clients through attentive listening and an adeptness in handling service requests via telephone and email. Exhibit a proven track record of surpassing expectations by adeptly adapting to the diverse organizational requirements and needs of a company. Proficient in a variety of software applications, including the MS Office Suite, Zoom, Vertifore, Imageright, and Adobe. Possess over four years of experience in remote work. Consistently communicate and collaborate with colleagues and customers employing various communication tools.
Certification
Associates in Commercial Underwriting (AU)
Timeline
Client Marketing Manager
Marsh McLennan Agency
04.2016 - Current
CUSTOMER SERVICE REPRESENTATIVE
Fireman’s Fund Ins. Co /ACE Group
01.2012 - 01.2015
CUSTOMER SERVICE REPRESENTATIVE
Hartford Financial Services Group Inc
01.2005 - 01.2012
CUSTOMER SERVICE REPRESENTATIVE
GEICO Direct
01.2003 - 01.2005
Bachelors Degree - Liberal Arts and Science
San Diego State University
Associates in Commercial Underwriting (AU)
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