Restructuring of the Operations and Customer Service Departments

After the devastating loss of Kathleen Dalton, our Assistant Vice President of Operations, we restructured our Operations and Customer Service Departments to be under the leadership of Assistant Vice President, Traci Barber. Traci has been heading the Customer Service Department for the past 10 years.

To further ensure the continuation of exceptional service for our stakeholders, we recently promoted two valued PLM team members to supervisor, Erin Keyser and Maria Lubbers. Erin has more than 10 years of customer service experience and has served as a PLM customer service representative since 2018. She has been promoted to Customer Service Supervisor. She recently earned an ACSR Designation and is currently studying for a CPCU Designation. Erin is dedicated to enhancing the customer service experience and continuing the success of the department by taking a fresh approach to improving processes and procedures. Erin can be reached at (267) 825-9180 or at ekeyser@plmins.com.

After assisting the Claims Department for 14 years in various roles, Maria Lubbers has been promoted to Operations Supervisor. Maria brings her systems and processing expertise to the Policy Service/Operations Department with an action plan to improve the issuance of policies and endorsements. She has earned an AIC and INS Designation and currently is studying for an AIDA Designation. Maria can be reached at (267) 825-9370 or at mlubbers@plmins.com.

As they both work to build and enhance the Operations and Customer Service departments, Erin and Maria will also be working together as a team to further train staff in sharpening their skills.  This effort ultimately will have a great impact on the services we provide to our customers and brokers. Founded on trust and experience, the PLM Operations and Customer Service Departments are known for their renowned services, which we see continuing to thrive and grow with the addition of these two new supervisors.