Life Insurance Case Management

Felix Amezquita

ad5u9d@r.postjobfree.com

(Cell) 1-347-***-****

Summary

• 10 Years of Professional driven operations experience in New York’s Financial sector, 5 years in Banking Operations and 5 years in Life Insurance

• Trilingual, speaking English, Spanish and Portuguese.

• Bachelor’s in Economics from CUNY Hunter College in New York, Class of 2015

• Assisted in the overall management and coordination of the activities of employees involved in wire payments including working with KYC and AML, Fraud, Risk, Compliance, Retail Call Centers, and Online- Banking Support. Experienced with Fraud investigation along with Anti Money Laundering as it pertains to wire payments.

• Assisted in process management and analysis of activities of Life Insurance Sales Agents at a brokerage, coordinated with various stakeholders, third-party carrier representatives, case managers, underwriters, process managers, and sales managers

Selected Experience

Life Operations Associate III at Policygenius Inc (May 2019-July 2023)

• I served as Life Sale’s Application Analyst and Liaison/Point-of-Contact with Brighthouse Financial and Lincoln Financial Group, focusing on overseeing the lifecycle of our Accelerated Underwriting products o Perform oversight activities throughout Brighthouse AU lifecycle, including reviews of internal and external procedures, communicate and investigate significant deviations or blockers in the workflow to stakeholders, perform independent assessments, keeping Life Sales Agents in compliance, and maintain an understanding of internal and third-party requirements o I identified various bugs and glitches in our internal case management system, and filed and followed up with our JIRA teams to correct persistent issues and bugs; I worked closely with our Tech team to troubleshoot solutions, and coordinated with Brighthouse Financial and DXC to check if certain bugs were a result of issues on their end o Leveraged insights from Tableau and used Excel to identify and overcome blocks with First Payment Collections for instantly approved Brighthouse policies

§ Provided feedback to Life Sales Managers to differentiate “Instant approval” and cases which required additional review in the Life Sales Script, to ensure that clients and Sales Agents had a clear understanding of what was required of them. Suggested DocuSign template for payment collection for clients who felt uncomfortable sharing payment information over the phone or via Policygenius-specific secure messaging, which improved collection rate

§ Creating a reconciliation process to ensure all complete and approved policies were on track to be placed In-Force, using a Tableau report to forward approved cases to my counterpart at Brighthouse, then researching and advancing policies which were flagged as missing or which were not in compliance

o Worked cross-functionally with Success/Delivery, Case Management, and Customer Service/Client Experience teams to ensure that cases which required additional review were properly processed on their end, and that communications/expectations set to our clients were consistent across the funnel

• Auditing Lincoln Financial Group over-the-phone life insurance application by reviewing call audio at key points using Gong and Five9 call review software for internal sales feedback and review. o Identified a glitch in PG’s proprietary case management system which was preventing audio logs/call audios from properly being available on a client’s communication tab. I correctly posited that the issue was related to certain agents Five9 profiles, and our Tech team was able to resolve the issue going forward, simplifying the process for myself and other teams o Using Adobe Audition, I also clipped requested audio files at the request of internal legal teams and external carrier teams on request, for additional review

• I served as the Life Sales coordinator for Policygenius Pro Pilot, a platform for financial advisors, independent agents, and others to forward their clients over to Policygenius for life insurance coverage o Ensuring that all incoming PgPro referrals were serviced by our Life Sales Team, whether they came in via our propriety case management system or various mailboxes, and provided feedback to our Tech team to tailor submission forms to simplify the process for our Sale Agents. Reconciled end-of-day reporting and tailored our customer e-mail and SMS cadences/macros/automations to contain language specific to PgPro o I identified bugs and duplicate referrals in our system, and corrected issues before it affected customer service or our relationship with our partners

• As a Licensed Life Insurance Advisor who spoke Spanish, I was one of three available employees who processed applications for eligible Spanish Speaking clients o Researching Spanish speaker marked cases in Tableau for trends and opportunities, I realized that many applications were stuck in our Sign and Exam stage due to lack of catered communications.

o I suggested, designed, and led an outreach campaign to re-engage with Spanish Speaking clients, translating essential macros from English to Spanish, and assisted these applicants with completing simple Sign and Exam requirements (Checking their email to sign applications via DocuSign and scheduling/coordinated Exam’s when needed.)

• As a member of the Digital Sales Team, I was responsible for overseeing our e-mail, SMS, secure messages, and Chat processes for the Life Sales Team o Oversaw and implemented our transition of Team Mailboxes from Zendesk to Front, and created various macros and rules to streamline service

o Created and edited Confluence pages for Life Sales Team and Digital Sales team, and was then responsible for keeping Digital Sales links and documentation current Senior Payment Operations Associate II at Capital One (July 2015-Feb 2018)

• Responsible for wire verification for outgoing domestic and international wire requests from four different small business channels

• Advisor during the creation of and transition to a proprietary Payment Infrastructure Engine (PIE), to unify our various payment systems into one platform.

o I joined the team near its inception and established myself as a Subject Matter Expert on wire payments, being one of two Associates who was trained on all channels. I then created documentation, guides, and PowerPoint presentations to train four additional Associates, two in NYC office and two in Virginia office, on all channels

• I prioritized Risk Management, by thoroughly vetting our existing security procedure and pushing for clarity and additional measures when needed

o After noticing discrepancies between client information located on an “Account” level and a

“Profile” level, I hypothesized that our use of the Blackscreen could only be used to verify client information on the “Account” level. My manager confirmed that with the Product Owner, who provided us with a separate program that could be used for queries on the “Profile” level. I was assigned to pilot, test, and create guidelines for the new program, for wider team use, ensuring that we were properly verifying client information prior to Wire Authorization o When a new SMS-based verification check was implemented, a number of established clients who didn’t use cell phones or have a cell phone on file were required to wait for an additional review by our Fraud team, causing delays, impacting our SLA’s, and creating a negative client experience. Upon going through the Fraud teams notes, I realized they were verifying information available to us, and suggested to our senior manager that we could improve the process by checking ourselves. The stakeholders agreed, and our SLA’s improved.

• Functioned as an advisor and pilot when we incorporated Capital One 360, a digital-only bank launched with assets acquired from ING direct, into our existing wire process o Worked closely with KYC on opening new accounts for existing clients, and ensured that all requirements were accounted for and housed in the appropriate places. Reached out to AML/Fraud teams to clarify best methods of verification in new systems, and documented those steps for team use

o Ensured automated clearing rules integrated/worked with manual review requirements for domestic and international wire transactions.

o Using SQL coding, I was responsible for combining our daily metrics for Capital One 360 wire transaction with automated Oracle reports for the other wire channels, by inserting the daily SLA metrics into a custom query so that management could review alongside other daily reports. I then emailed that code to our Data Science teams, so they could modify that code and insert it into the larger Teradata databases

• Worked cross-functionally with various Account Managers, Relationships Managers, Retail Call Center, and Customer Service teams across Capital One to ensure proper intake/submission of wire requests from their clients and prioritize transactions when urgent, such as for loan support, cash management, or a better client experience.

o Suggested and advised on creation of a customized form for internal employees, to simplify the process and reduce need for multiple communication channels

• Assisted with transition from Chordiant Case Management System to Salesforce o Generated and reconciled Salesforce reporting with SQL/Oracle reports to ensure all transactions were accounted for

Teller II at TD Bank (Feb 2014-Jul 2015)

• Balancing the execution of various transactions for customers with excellent expedient customer service, processing end of day settlements, balancing Cash Machines, and coordinated cash and coin transfers.

• Excelled at selling our TD Rewards Credit Card, always going above quota, and in referrals to TD Ameritrade.

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