Susan Kelley
PO BOX 306, CENTRE,AL
Summary
Insurance Customer Service Representative with strong customer service, claims support, and coverage review experience. Delivers exceptional service, guides clients through insurance products, and helps resolve complaints professionally. Brings compliance awareness, clear communication, and relationship-building strengths from banking and insurance roles.
Overview
36
36
years of professional experience
Work History
Insurance Customer Service Representative
State Farm
Centre, AL
02.2024 - Current
- Provide exceptional customer service by greeting customers and assisting with inquiries.
- Guide customers in finding specific products while offering expert product advice.
- Educate clients on various insurance products and services from State Farm.
- Coordinate meetings to assess coverage options and evaluate client risks.
- Streamline claims processing, assisting customers with inquiries throughout the process.
- Inform customers on claims procedures and requirements for effective navigation.
- Manage cashier responsibilities, including payment acceptance and change issuance.
- Address customer complaints professionally to maintain positive relationships.
Bank Branch Manager/Loan Officer
Noble Bank and Trust
Piedmont , AL
02.2023 - 02.2024
- Supervised daily operations of banking branch and staff activities.
- Managed customer inquiries and resolved issues promptly and effectively.
- Ensured compliance with banking regulations and company policies.
- Promoted banking products and services to enhance customer engagement.
- Conducted performance evaluations to support employee growth and improvement.
- Monitored daily activities within the branch including cash flow management, teller transactions, account openings and closings.
- Ensured compliance with banking regulations and internal procedures.
- Resolved customer complaints promptly and efficiently while ensuring excellent customer service standards.
- Provided support to bank personnel in resolving customer inquiries.
- Conducted regular meetings with employees to discuss goals and performance issues.
- Maintained confidentiality of all banking records and transactions.
- Created strategies for improving customer satisfaction levels at the branch.
Bank Manager
Union State Bank
Centre, Alabama
08.1990 - 02.2023
- Supervised daily bank operations and ensured compliance with regulatory standards.
- Trained and mentored staff on banking policies and customer service best practices.
- Managed client relationships to enhance satisfaction and loyalty at Union State Bank.
- Participated in community events related to banking services provided by the bank.
- Collaborated with leadership to implement new products and services for clients.
- Addressed customer inquiries and resolved issues promptly and professionally.
- Resolved customer inquiries quickly and efficiently while maintaining excellent service standards.
- Managed daily workflow including assigning tasks to staff members.
- Created and maintained a positive work environment within the branch.
- Conducted regular meetings with staff members to discuss progress towards goals.
- Ensured compliance with banking laws and regulations through periodic review of internal policies.
- Reviewed customer complaints and took appropriate action as needed.
- Developed and implemented strategies to increase customer satisfaction ratings.
- Maintained strict confidentiality of customer information at all times.
- Prepared monthly reports on branch operations and submitted to corporate office.
- Provided guidance and training to team members in order to ensure proper procedures were followed consistently.
- Performed daily audits of cash drawers, deposits, withdrawals, transfers.
- Directed team members in authorizing loans and opening checking and savings accounts.
Education
High School Diploma -
CCHS
Centre, AL05-1988
Some College (No Degree) - Business
Gadsden State Community College
Gadsden, ALSkills
- Customer relationship management
- Insurance products
- Claims processing
- Risk assessment
- Policy writing
- Compliance auditing
- Effective communication
- Conflict resolution
- Problem solving
- Attention to detail
- Friendly and outgoing
- Excellent people skills
- Listening skills
- Cash handling accuracy
- Money handling
- Task prioritization
- Multi-tasking strength
- Calm demeanor
- Product promotions
- Retail loss prevention
- Fraud detection
- New teller training
Timeline
Insurance Customer Service Representative
State Farm
02.2024 - Current
Bank Branch Manager/Loan Officer
Noble Bank and Trust
02.2023 - 02.2024
Bank Manager
Union State Bank
08.1990 - 02.2023
High School Diploma -
CCHS
Some College (No Degree) - Business
Gadsden State Community College