As a Licensed Insurance Policy Service Manager, I managed a team within defined guidelines and framework, to provide customer service, sales, and retention activities for one or more of USAA's Property & Casualty personal line products. Guided and monitored their interactions with our members across multiple contact channels (i.e. inbound phone calls, email, chat, social media, etc.) to provide adequate coverage and advice to help ensure members’ financial security.
Assisted employees to maximize Property & Casualty sales potential by expertly handling member inquiries, identifying cross-selling opportunities, and providing exceptional service through various communication channels.
Assisted employees in developing knowledge of personal lines insurance to assist members with foundational to moderately complex quotes, binding new business, rating, policy, billing, payment, underwriting, contract and coverage provisions, and premium changes for insurance products and services. Also, maintain respective trailing documents for all states.
Assisted employees to Identify, assess and understand member needs and consistently provide complete and accurate advice and solutions for insurance products and services. Provide detailed issue diagnosis while minimizing transfers, escalations and call backs.
Assisted employees to efficiently operate in a contact center environment and navigate multiple systems/programs while maintaining an engaging member interaction that occurs across multiple channels.
Maintain required Property & Casualty (P&C) licenses and state registrations.
Assisted employees to ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.
Licensed Insurance Customer Service Representative
USAA
As a Licensed Insurance Customer Service Representative, I worked within defined guidelines and framework, to provide customer service, sales, and retention activities for one or more of USAA's Property & Casualty personal line products. Interacted with our members across multiple contact channels (i.e. inbound phone calls, email, chat, social media, etc.) to provide adequate coverage and advice to help ensure members’ financial security.
Maximize Property & Casualty sales potential by expertly handling member inquiries, identifying cross-selling opportunities, and providing exceptional service through various communication channels.
Apply developing knowledge of personal lines insurance to assist members with foundational to moderately complex quotes, binding new business, rating, policy, billing, payment, underwriting, contract and coverage provisions, and premium changes for insurance products and services. Also, maintain respective trailing documents for all states.
Identify, assess and understand member needs and consistently provide complete and accurate advice and solutions for insurance products and services. Provide detailed issue diagnosis while minimizing transfers, escalations and call backs.
Efficiently operate in a contact center environment and navigate multiple systems/programs while maintaining an engaging member interaction that occurs across multiple channels.
Maintain required Property & Casualty (P&C) licenses and state registrations.
Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.
Education
High School Diploma -
Judson
San Antonio, TX
06.1996
Skills
Positive attitude
Team leadership
Multitasking and organization
Problem-solving
Customer service
Reliable and responsible
Employee training and development
Customer service management
Time management
Conflict resolution
Critical thinking
Timeline
Licensed Policy Service Manager
USAA
06.2016 - 2020
Licensed Insurance Customer Service Representative
