Terrel Nichols

Licensed Life, Health, and Annuities Insurance professional with over 10 years of customer service experience. Skilled in building trust, identifying client needs, and providing personalized coverage solutions. Known for clear communication, strong attention to detail, and a commitment to helping individuals and families protect their financial well-being. Dedicated to continuous learning and professional growth within the insurance industry.

Account Service Representative at Virginia Farm Bureau (2025-09 – Present)

Manage small group health insurance accounts and provide comprehensive customer service

• Manage small group health insurance accounts, supporting two Account Executives in daily operations, renewals, and client communications.
• Serve as the primary point of contact for policyholders, ensuring prompt resolution of coverage questions, billing issues, and service requests.
• Prepare and maintain accurate client records, quotes, and renewal documentation in compliance with company and state insurance regulations.
• Collaborate with underwriters and carriers to process applications, enrollments, and plan changes efficiently.
• Analyze client needs to recommend appropriate life, health, and annuity solutions aligned with organizational and employee goals.
• Provide proactive client support through clear communication, attention to detail, and a commitment to maintaining long-term relationships.

VICAP Counselor at Crater District Area Agency on Aging (2023-09 – 2025-09)

Coordinated and delivered vital services for the Virginia Insurance Counseling Assistance Program

• Coordinated and delivered vital services for the Virginia Insurance Counseling Assistance Program (VICAP), encompassing Medicare Improvements for Patients & Providers (MIPPA) and Senior Medicare Patrol (SMP) Programs.
• Provided in-depth insurance counseling to seniors and individuals with disabilities, successfully enrolling eligible individuals in Medicare, Medicare Advantage, prescription drug plans, and Medicaid.
• Collaborated cross-functionally in monthly meetings to share best practices and enhance counseling strategies across agencies.
• Managed comprehensive volunteer services, including recruiting, monitoring, and reporting, while ensuring meticulous program activity and record-keeping for regulatory compliance.

Sr Production Coordinator at Capital One (2019-08 – 2023-06)

Provided comprehensive customer support for credit card services and managed high-value dispute and fraud cases

• Provided comprehensive customer support for credit card services, resolving complex fraud and dispute claims through independent research and critical judgment.
• Managed high-value dispute and fraud cases, often with regulatory implications, ensuring meticulous accuracy in customer records and account information.
• Maintained exceptional customer satisfaction by implementing proactive strategies to address and resolve concerns, including consistent follow-up on resolved issues.

Senior Risk Coordinator at Capital One (2017-09 – 2019-08)

Managed escalated collection cases and resolved complex customer inquiries

• Managed escalated collection cases as an Account Manager, resolving complex customer inquiries via inbound/outbound calls and chat regarding settlements, fund releases, payment plans, and account discrepancies.
• Collaborated effectively with team members, leveraging active listening and open-ended questioning to resolve issues, and strategically escalated major problems to management.
• Utilized advanced probing techniques to ascertain reasons for delinquency, successfully negotiating and collecting outstanding payments through one-time or installment methods.

Operations Coordinator at Capital One (2016-04 – 2017-09)

Resolved customer credit card retailer disputes and managed banking operations

• Resolved customer credit card retailer disputes by meticulously reviewing documentation from both customers and merchants.
• Conducted targeted outbound calls to customers to gain a comprehensive understanding of dispute origins.
• Proficiently navigated and managed multiple banking applications simultaneously to streamline operations.
• Performed in-depth account research and updated customer information, ensuring accurate and timely correspondence regarding dispute statuses.
• Delivered exceptional customer service by leveraging extensive product and service knowledge to create positive and welcoming customer experiences.

AS in Computer Science – Southern New Hampshire University (2022-10 – 2023-11)

BS in Fine Arts – Norfolk State University (2008-08 – 2012-12)

High School Diploma – Sussex Central High School (2004-09 – 2008-06)