| Candidate Information | | Title | Customer Service Specialist | | Target Location | US-AL-Pleasant Grove |
| | 20,000+ Fresh Resumes Monthly | |
|
|
| |
Click here or scroll down to respond to this candidateT I NA C O A T SOBJECTIVEA position with a company where I can utilize and perfect my customerservice experience to become a component of its success. QUALIFICATIONSExcellent customer service skills and the ability to quickly identify and respond to internal and external customer needs.Excellent oral and written communication skills with the ability to explain complex concepts to customers and agents.I am flexible and able to adapt quickly to the needs of a changing environment.Ability to work additional hours as needed to meet service level goals/or complete the work.Ability to approach the job systematically to improve existing processes and initiate new opportunities for proactive services. Ability to manage multiple and changing priorities. In-depth knowledge of LifeComm/NexGen POS processing on a policy level and understanding of how various products perform per policy level. EXPERIENCE2013-2014 The Arc of Jefferson County Birmingham, AL Training Tech responsibilities include but not limited to the following:Supervise, teach and assist adolescence with intellectual disabilities and/or other developmental disabilities with personal care and daily living skills.Assist with bathing, cleaning and feeding consumers.Responsible for driving consumers to varies appointments and outings 22017-present Protective Life Birmingham, ALCustomer Service Specialist II (CSS Team 2) responsibilities include those as listed under Customer Service Specialist I with the exception of:Additional Special Projects: participates on various committees including MIP committee, IM focus Group, LCS Initiative2011-2017 Protective Life Birmingham, ALCustomer Service Specialist I (CSS Team 2) responsibilities include but not limited to the following:Recognize the responsibilities of each team within Insurance Administration.Explain and Define:Annual Statements, In-force Illustrations, Level vs increasing death benefit options and amounts.TeleLife and Case Management processes.TAMRA, TEFRA, MEC, corridor limits and force-outs as it applies to UL products.Types of changes (contractual and non-contractual) and the differences.Types of applications and forms needed for various contractual and non- contractual changes.Various forms that make up an application and where those forms are located.Signature and dating requirements for applicationsDifferences between the Amendment to an application and Endorsement to an application.Illustration requirements related to the sale of new products, what are the requirements, why must the company comply, when are the requirements required.Make appropriate referrals to Production Support.Interpret contract language to determine what is contractual.When to make a referral to an agent.Determine proper agent number, based on state of issue.Send quotes for retaining the balance on a term conversion to Policy Change team.Determine maturity dates for policies.Determine minimum death benefits for all companies.Assess guideline premiums for UL policies.Assess corridor limits for UL policies.Process NY Reg 60 casesProcess Illustrations for Partial Withdrawals.Process Illustrations with loan repayments.3Process Illustrations with death benefit option changes.Run decreasing term quote.Process reduced paid up non forfeiture options for acquired policies.Process return mail.Quote grace amounts due, across all lapse protection type products.Quote cash values.Quote new policy rates.Resend information not received.2010-2011 Protective Life Birmingham, ALCustomer Service Consultant III (Policy Change Specialist Team) responsibilities include but not limited to the following:Research internal and external customer inquiries.Research file for Reinstatement provisionsReview Reinstatement ApplicationsProcess Reinstatement approvals, denials, and incompletesProcess Non Official ReinstatementsProvide Death Benefit quotes for Term policiesProcess Death Benefit reduction on Term and Universal Life policies.Process change for a Death Benefit Option (level or Increasing)Research file for Child Rider informationProcess removing Child Rider and Adding a Child to an existing rider.Process Maturity Age changesReview file for Automatic Increase riders prior to mailing letterProcess Replacement LettersProcess Annual Report for Billing Restrict Code 8-9Process RSL and First RSL Group Conversion QuotesAnswered incoming and made outgoing calls to customers, agents, attorneys, government agencies, Third Party Administrators and internal employees to answer or assist with inquiriesAssist co-workers as needed42008-2009 Protective Life Birmingham, ALCustomer Service Consultant III ( Complex Inquiries Team) responsibilities included but not limited to the following:Research internal and external customer inquiries.Processed Standard Life Insurance Term IllustrationsProcessed Indy/Aviva Life block of business1099 InquiriesDeceased Owners Forms & ProcessingDividend Option Changes & ProcessingOrdered & Prepared Form 712UL Grace Maintenance (any company)MEC AuditsPower of Attorney Requests3rd Party Authorizations/Written AuthorizationsPremium/Loan Histories- More than 2 yearsPS58 requestReinstatement Application (Standard Only)Split DollarSchedule A Information (Non-Qualified policies only)Who Are you lettersAnswered incoming and made outgoing calls to customers, agents, attorneys, government agencies, Third Party Administrators and internal employees to answer or assist with inquiries2007-2008 Protective Life Birmingham, ALCustomer Services Consultant III (Call Center)Resolves customer telephone inquiries and complaints.Communicates with customers, agents, attorneys, government agencies, Third Party Administrators and co-insured company employees.Uses knowledge of insurance and our acquired companies using several administration systems and guidelines to accomplish these tasks.Maintains updated team materials (e-mail, training notes, and etc.) to ensure information released to policyholders is always accurate and complete.Reports post-conversion administration system problems in a timely manner while working under pressure to resolve customers inquiries at the initial point of contact.Analyzes production reports and develops goals for individual achievement in concert with Department and Corporate goals.Assisted with training of new employees, listening to calls, assisting them with questions in order to provide the caller with accurate information in 5a timely manner, along with navigating through the various systems. 2005-2007 T-Mobile Birmingham, ALFinancial Care Representative IV (Senior Rep)Assisting the Outbound/Inbound Supervisors.Taking escalated customer calls and providing policy/procedures assistance to financial representatives.Monitor activities of the reps to ensure service levels are met.Perform peer monitoring and provide feedback to reps to ensure quality levels are met.Being readily available to reps to assist and motivate them to exceed goals and excel in the career objectives.Support Learning and Development with coaching of new hires. 2004-2005 T-Mobile Birmingham, ALFinancial Care RepresentativeProvides customer satisfaction through effective and timely resolution of a variety of customer inquiries.Collect payments on current and past due accounts.Strives for one call resolution of customers issue.Successfully completed New Hire Training and any additional training provided.Demonstrates positive and cooperative behavior with customers and coworkers.Uses the automated and training tools provided to deliver exceptional customer service.Meets department productivity and quality standards.Appropriately disburses adjustments and account credits in accordance with T-Mobile policy.Contributes to additional projects as assigned.Others available upon request.EDUCATION1991-1993 Alabama State University Montgomery, ALClassified as a sophomore, 45 credits hours.6INTERESTSSpending time with my family, fishing, traveling, reading and writing E - M A I L T I N A C OATS95@Y AHOO.C OM1315 4 TH P L A Z A P L E A S ANT G R O V E, A L A B AMA 3 5 1 2 7 C E LL ( 2 0 5 ) 218- 6749 |
