VIWE HENDRICK

• Manage high-volume billing inquiries from business owners and insurance brokers, consistently meeting service-level agreements and quality benchmarks.
• Successfully reinstated and vetted hundreds of policies monthly, ensuring compliance with underwriting guidelines and documentation standards.
• Process and reconcile payments through Paymentus, achieving a 98% accuracy rate in payment handling and future payment scheduling.
• Utilize Billing Center to explain invoices, disbursements, charges, and policy cancellations, reducing repeat inquiries by providing clear and accurate guidance.
• Process stop-check requests and coordinate with Financial Operations and Audit teams, ensuring timely resolution of outstanding payment issues.
• Collaborate cross-functionally with Underwriters, Agency Bill, and Billing Experts to resolve complex cases, improving first-call resolution rates.
• Provide brokers with expert support in navigating TAP (The Agency Place) and insureds with My Hanover Policy, enhancing digital adoption and self-service efficiency.
• Retrieve and distribute policy documents (declarations, endorsements, renewals, cancellations) through Underwriter Workstation, improving turnaround time for agents.
• Support team members in systems including PMS, EFO, Paymentus, and Billing Center, contributing to team productivity and knowledge-sharing.

Technical Skills

• Insurance & Billing Systems: Billing Center, Payment Management System (PMS), Underwriter Workstation, TAP (The Agency Place), My Hanover Policy
• Payment Platforms: Paymentus (processing, scheduling, reconciliation), Stop Check Forms (check cancellations)
• Account & Verification Tools: Edge Front Office (EFO) for account verification and correspondence tracking
• Cross-Department Collaboration: Financial Operations, Audit, Agency Bill, Underwriters, Billing Experts, Help Desk
• General Skills: Policy reinstatements, invoice reconciliation, documentation vetting, payment processing, customer support, policy documentation handling

• Facilitating on-boarding session by hosting live sessions for newly registered students
• Assisting with course content related inquiries by corresponding with professors and course tutors
• Assisting with any course cancellation or course postponement requests
• Managing certificate tracking and general certificates inquiries

• Following up on web generated leads by pitching the business model and essentially selling storage space
• Assisting existing customers by downsizing to smaller unit or upgrading to bigger units, as well as logistic requirements
• Escalating contract cancellation, refund requests and debt collections

• Answering customer inquiries via phone, email and chat addressing concerns and resolving order related inquiries.
• Providing information about products and processing orders while assisting with delivery tracking through liaison with UPS.
• Managing customer escalation, and ensuring customer satisfaction, all while maintaining a professional and helpful demeanor
• Documenting customer interactions and transferring calls to designated departments as per customer requirements.

• Maintained a high level of product knowledge, providing accurate information to customers about T-mobile Network
• Assisting customers with Technical troubleshooting pertaining to network coverage issues.
• Upselling different T-mobile service packages to existing clients
• Answered customer telephone calls promptly and accurately documenting each interaction as per requirement.