Experience

PEAK6

• United States
• Financial Services
• 300 - 400 Employee

• Senior Underwriter / SME / Underwriting Escalations Supervisor

  • Dec 2015 - Present

  • Assisted agents with evaluating and analyzing their submitted new business applications, endorsements, renewals and cancellation requests to confirm the correct risk factors and rating elements are used under the FEMA National Flood Insurance Program guidelines and rules before approval and binding the policy. • Professionally handled escalated calls with agents in a timely manner to resolve their questions, concerns or complaints, also when needed I worked directly with our compliance department and with account executives to ensure the final resolution was within FEMA guidelines. • Worked with our leadership group, training, and Human Resources departments to develop a new underwriting procedure for implementation across the entire department. • Provided new business training for new hires and to customer service representatives that were transitioning to an underwriter position. • Provided additional refresher training to the underwriting and customer service departments over topics that were identified by our leadership team. • Reduced quality errors by fifteen percent by reviewing approved new business applications with underwriters to correct possible errors and by providing additional training information to prevent future errors. • Identify deficiencies in underwriting procedures or processes and implement changes to improve and maximize employee performance and the overall service to our clients. • Participated in meetings and calls with FEMA NFIP officials regarding upcoming rating procedure changes and previously submitted rating questions and concerns for clarification. Show less



Laclede Gas Company

• United States
• Utilities
• 1 - 100 Employee

• Senior Customer Consultant

  • Sep 2009 - Sep 2015

  • Professionally answered a high volume of calls and handled customer inquiries, billing questions, payment extension and service request. • Proactively identified and solved problems that impacted management and business direction. • Created new processes for increasing customer service satisfaction. • Worked with local and state agencies to help assist customers with getting additional funding for their service to be restored or to prevent the potential loss of their service. • Helped reduce the amount of Missouri Public Service Commission complaints filed against the company. • Helped create a verification agreement with local companies for new customers to reduce possible fraud activities. • Worked directly with our loss prevention/fraud account departments and other local and state utility companies daily to assist with preventing any further fraud and debts from occurring and to confirm service for a customer starting new service. Show less



J.P. Morgan

• United States
• Financial Services
• 700 & Above Employee

• Participant Service Representative

  • Sep 2007 - Dec 2008

  • Professionally answered calls and assisted customers with their employer provided 401(k) or pension retirement plan, assisted with the enrollment process and updating any new changes to their personal information. • Updated their retirement plan portfolio to increase or decrease their contribution percentage amount, converting their retirement plan either to a Traditional 401(k) plan or a Roth 401(k) and explaining the differences between the two plans. • Processed 401(k) loans, in-service withdrawals, or a hardship withdrawal. • Educated clients regarding the differences between all of their financial options to ensure they were equipped with the proper information to make the best decision regarding their situation. • Technical online support to our clients, including setting up their account, contribution changes, investments, withdrawals and personal information. Show less