Teresa Villanueva
Claremore
Summary
Seasoned Property & Casualty insurance professional with over 22 years of experience in delivering customer service and sound insurance advice. Mentors teammates while managing complex accounts and developing new insurance products. Leverages in-depth industry knowledge to build strong client relationships and drive success.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Member Relationship Specialist I
USAA
07.2016 - Current
- Assist our members with their insurance needs, servicing and issuing new products and services (Auto, Renters, VPP, Homeowners, Rental Property, and Umbrella Insurance)
- Consistently meets or exceeds at the monthly expected close rate (i.e. issuing insurance policies) by issuing 80-100 policies per month.
- Served members during marital transitions through Separation & Divorce team, delivering compassionate service and relevant insurance solutions to ensure financial security and consistently meeting peer average goals for providing insurance to separated spouses.
- Mentored fellow insurance professionals on effective practices for issuing policies that protect members' financial net worth and property.
- Facilitated communication of ideas and feedback as point of contact for Insurance Professionals’ feedback team (PULSE), enhancing collaboration among leaders and representatives.
- Chosen as the point of contact for team recognition and praise, delivering positive feedback to my team for meeting and exceeding company and managerial expectations and goals.
- Served fellow Insurance Professionals (agents, managerial staff, etc.) on the Senior Helpline/Global Insurance P&C team.
- This also includes frontline underwriting decision making and critical thinking skills while ensuring federal and state legal requirements.
Banking and Insurance Senior Specialist
USAA
10.2006 - 07.2016
- Opened checking and savings accounts, credit cards, automobile loans, and extended vehicle protection through USAA Federal Savings Bank, facilitating member access to essential financial services.
- Acted as a Member Retention Senior Specialist and provided competitively priced solutions on existing insurance policies; maintained 85% + call availability and low average call handle time.
- Asked open-ended questions to deepen member relationships, recommending financial products and services to enhance their financial security.
- Assisted fellow Insurance and Banking Professionals with questions or concerns regarding financial products and services.
- Handle simple and complex billing inquiries from both fellow Insurance Professionals and members/customers.
- Delivered face-to-face training and support to newly hired teammates after classroom training, ensuring smooth onboarding and integration into the team.
Member Service Specialist/Associate Service Representative
USAA
04.2003 - 10.2006
- Identified members’ individual life events in order to provide relevant financial products and services.
- Educated members on financial protection gaps in their insurance policies to enhance overall coverage awareness.
- Educated members on contractual limitations and insured responsibilities at the time of a loss and/or claim filing.
- Responsible for contacting members via the outbound phone channel to bring their business back to USAA.
- Provided clients with property and casualty insurance options to meet their coverage needs.
- Obtained direct underwriting referral authority.
- Coordinated communication for Insurance Professionals’ feedback team (Pride), fostering collaboration and idea exchange among leaders and representatives.
Deposit Sales and Service Representative III
USAA
07.2001 - 04.2003
- Answered members’ questions regarding deposit account, Certificates of Deposit (CDs), IRAs, and Prepaid Teen Cards for the USAA Federal Savings Bank.
- Supported fellow Sales and Service Representatives with deposit account inquiries on internal helpline, enhancing team knowledge.
- Assisted fellow Sales and Service Representatives with additional training on Mobius and the Card Management System.
- Coached and developed newly hired Sales and Service Representatives, contributing to their successful onboarding.
Education
INS 21, 22
Insurance Institute of America
Skills
- Auto Insurance
- Renters Insurance
- Rental Property Insurance
- Insurance Risk Assessment
- Sales
- Cross-selling
- Underwriting decision making
- Microsoft Office
- Excel
- Word
- Outlook
- Computer proficiency
- Collaborative
- Insurance Policy Review
- Insurance knowledge
- Conflict resolution
Certification
- Property & Casualty Licenses (22 years, licensed for all 50 states)
- Obtained and currently maintain INS 21, 22
Timeline
Member Relationship Specialist I
USAA
07.2016 - Current
Banking and Insurance Senior Specialist
USAA
10.2006 - 07.2016
Member Service Specialist/Associate Service Representative
USAA
04.2003 - 10.2006
Deposit Sales and Service Representative III
USAA
07.2001 - 04.2003
INS 21, 22
Insurance Institute of America