Caleb Long
Glendale,AZ
Summary
Experienced professional with 20+ years in insurance and customer service. Strong communication skills, conflict resolution abilities, and relationship building across departments. Consistently delivers exceptional service and exceeds customer expectations. Seeking opportunity to leverage expertise, drive impactful results, and contribute to a dynamic organization's success.
Overview
18
18
years of professional experience
Work History
Police Records Clerk
City of Phoenix Police Department
11.2023 - Current
- Store and retrieves records and files into a data base to make certain information is organized and accessible to authorized personnel.
- Follow department guidelines to ensure police reports are able to be released to the public upon request while maintaining compliance with privacy laws and regulations.
- Redact sensitive information within police reports which require confidentiality of sensitive information.
- Receives and answers requests for information from employees and the public in person, and over the telephone, often requiring extended research.
- Receives and processes various payments, processes refunds
- Demonstrate superior customer service.
- Maintained strict confidentiality standards with sensitive information in compliance with federal and state regulations.
- Enhanced data accuracy through meticulous entry, proofreading, and cross-referencing of police reports.
- Streamlined records management by implementing digital filing systems and database updates.
- Collaborated with department personnel to ensure accurate and timely dissemination of information.
- Ensured accurate classification of incoming documents according to established protocols for quick retrieval when needed.
Underwriting Associate
Hiscox Insurance Company
12.2018 - 04.2023
- Underwrite and evaluate the risk, rate, issue quotes, and bind business insurance policies.
- Respond to broker inquiries in a timely manner on insured client's files.
- Conduct quality reviews on underwriting assistant’s quotes.
- Ensure there are no duplicate submissions for an insured client requesting insurance from competing brokers; when necessary, review the timeframe of who requested a quote first and then follow a duplication submission process to rectify the situation.
- Work with underwriters on rushed requests to create files quickly and efficiently.
- Input underwriter's quotes to customer files, verify accuracy, and communicate to brokers with an additional language the underwriter requests.
- Participated in ongoing professional development opportunities, staying current with industry best practices for underwriting methodologies and procedures.
- Adhered to strict confidentiality protocols while handling sensitive client information, maintaining a high degree of professionalism at all times.
- Mentored junior associates on effective underwriting techniques, fostering an environment of learning and collaboration within the team.
- Maintained high levels of customer satisfaction by promptly addressing inquiries and resolving any issues related to underwritten policies.
- Supported team members during peak workflow periods, helping to maintain consistent turnaround times for application processing.
- Provided valuable input during team meetings, contributing ideas for continuous improvement initiatives aimed at enhancing departmental performance.
- Volunteered to help with special projects of varying degrees of complexity.
Insurance Agent
QBE Insurance
10.2015 - 10.2018
- Customer service of automobile insurance, renters’ insurance and homeowners’ insurance.
- Assist with billing questions and taking payments by phone.
- Assist in the management of overall team productivity.
- Service and aid team members with policy issued escalations.
- Assist in the mentoring, training and development of newly hired team members.
- Acting liaison between customers and underwriting.
- Built strong relationships with clients through consistent communication and excellent customer service.
- Responded to customer calls swiftly to resolve issues and answer questions.
- Efficiently managed policy renewals, ensuring timely processing and accurate coverage updates.
- Educated clients on the importance of adequate insurance coverage, fostering trust and loyalty among the existing client base.
- Cross-sold insurance products to existing clients to reach sales targets.
Sales Agent
PGAC Permanent General Assurance Corp
12.2010 - 09.2014
- Sales of automobile insurance to the “non-standard” risk segment and evaluation of policies for compliance with state rules and regulations.
- Responsible for assessing risk and underwriting to assess eligibility for each customer.
- Consistently achieved the highest close rate in the Arizona sales office.
- Selected as the sales department’s “Top Spot” on several different occasions, due to increased sales, exceptional teamwork and integrity.
- Achieved top performer status within the company due to consistent high sales numbers.
- Increased sales revenue by consistently meeting and exceeding sales targets.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
Licensed Sales Associate
USAA
05.2007 - 12.2009
- Sales of automobile and homeowners’ insurance, as well as cross-selling of additional USAA products.
- Evaluated life events or current and incoming customers to determine which USAA products would most benefit the customer’s needs.
- Performed front line underwriting to review customers eligibility and managed and monitored underwriting procedures for a team of 10 associates.
- Provided comprehensive customer service, including reviewing policies for optimum coverage, advising clients on the benefits of other USAA products, and resolving customer complaints of varying scope and complexity.
- Maintained accurate records of all client interactions, ensuring seamless communication throughout the sales process.
- Conducted thorough needs assessments for each client, recommending appropriate insurance products based on their specific requirements.
- Maximized upselling opportunities by identifying additional coverage needs during routine policy reviews.
- Collaborated with underwriters to expedite policy approvals, reducing wait times for clients.
Education
Some College (No Degree) - Business Management
University of Phoenix
Tempe, AZSkills
- Customer service excellence
- Insurance underwriting expertise
- Proficient in Word, Excel, Outlook, and Teams
- Sales
Timeline
Police Records Clerk
City of Phoenix Police Department
11.2023 - Current
Underwriting Associate
Hiscox Insurance Company
12.2018 - 04.2023
Insurance Agent
QBE Insurance
10.2015 - 10.2018
Sales Agent
PGAC Permanent General Assurance Corp
12.2010 - 09.2014
Licensed Sales Associate
USAA
05.2007 - 12.2009
Some College (No Degree) - Business Management
University of Phoenix
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