Susan Casey
Brooksville,FL
Summary
Insurance professional with extensive experience at USAA, specializing in client relationship management and insurance underwriting. Demonstrated expertise in insurance products and customer service, effectively analyzing documentation and addressing complex issues. Skilled in identifying and resolving client concerns while promoting new products and achieving sales targets.
Overview
15
15
years of professional experience
Work History
Personal Lines Account Manager 1 - FL Property
USAA
09.2023 - Current
- Using a consultative approach, acquire in-depth information from members prior to delivering quotes or formulating recommendations.
- Maintain accurate documentation of all insurance transactions through Agency Management Systems/Customer Relations Management (CRM)
- Assess customer risk levels and recommend appropriate coverage options.
- Develop appropriate quotes based on risk information.
- Develop member relationships by providing excellent customer service.
- Consistently surpass monthly sales, compliance, and technical goals while assessing member needs and aligning them with suitable carriers based on underwriting guidelines.
New Member Acquisitions
USAA
09.2017 - 09.2023
- Guide new members through onboarding process for multiple product offerings including auto, renters, VPP, home, umbrella, and banking while ensuring outstanding service delivery.
- Assessed customer needs and provided appropriate insurance solutions.
- Provided detailed explanations of coverages, exclusions, limits, and other policy provisions.
Facilitator Rotation
USAA
01.2022 - 01.2023
- Maintained records of attendance, participation, and other relevant information.
- Supported learners by providing additional guidance where necessary.
- Developed tests to measure knowledge retention levels among participants after completing a course or program.
Insurance Agency Owner
Insurance New Tampa
06.2010 - 06.2014
- Identified new opportunities for growth by researching potential markets and target customers.
- Created and maintained relationships with clients, vendors, and other industry professionals.
- Processed applications and paperwork related to policy issuance or renewal.
- Developed and implemented marketing strategies to increase revenue and brand awareness.
- Boosted client retention through high-quality service and follow through.
- Ensured compliance with applicable laws, regulations, policies, procedures, and standards in the operation of the agency.
- Prepared presentations outlining product features, benefits, pricing plans.
Education
PLCS Designation -
ALM / PropertyCasualty360
03-2025
AINS Designation -
The Institutes
12-2019
FL 2-20 General Lines License -
Central Insurance School
05-2005
Skills
- Insurance underwriting
- Client relationship management
- Regulatory compliance
- Quality assurance requirements
- Customer needs assessment
- Service-oriented
- Effective communication skills
Accomplishments
- USAA MFE AWARD - 12/2020
- USAA MFE AWARD - 08/2021
Timeline
Personal Lines Account Manager 1 - FL Property
USAA
09.2023 - Current
Facilitator Rotation
USAA
01.2022 - 01.2023
New Member Acquisitions
USAA
09.2017 - 09.2023
Insurance Agency Owner
Insurance New Tampa
06.2010 - 06.2014
PLCS Designation -
ALM / PropertyCasualty360
AINS Designation -
The Institutes
FL 2-20 General Lines License -
Central Insurance School
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