Customer Service Insurance

DIANE KNAPTON

*** ********** **. ** ******, WI **532

Home: 608-***-****

Email: *************@*****.***

Field Auditor

Leadership Management P&C Insurance Licenses Customer Service

Microsoft Office Suite Communication Detail Oriented Coaching Integrity

• Performed 15+ years of combined underwriting experience in commercial and personal lines for small to Fortune 500 insurance companies.

EXPERIENCE:

10/08 – 10/09 Field Auditor

Insurance Audit Services, Inc. Davenport, IA

OVERVIEW: PHYSICALLY REVIEW THE INSURED'S RECORDS, VERIFING THE OPERATIONS PERFORMED, ASCERTAINING PROPER CLASSIFICATIONS AND ALLOCATING PAYROLL IN

ACCORDANCE WITH THE STATE MANUAL REGULATIONS AND COMPANY STANDARDS.

• Prioritize and schedule assigned audits. Review audit case information and obtain additional background information as necessary to conduct

audits assigned.

• Conduct physical and phone audits. Reviewing insured’s payroll records, financial statements, and tax records.

• Conduct exit interviews of discrepancies and variation.

• Visually inspected workplace(s) to validate employee classifications, etc. Review claims to verify employment, proper classification coding and

proper allocation of payroll.

• Document audit in compliance with company policies and standards. Report changes in the policy information, financial conditions, operations

or any fact that may affect the insurability of the policyholder.

• Work independently with customers and respond to audit questions and handle disputes in a timely manner.

EXPERIENCE:

02/01 08/07 Account Manager Madison, WI

Wiese Risk Management

Overview: Provided underwriting and processed commercial accounts for new business, renewals, endorsements, audits and cancellations for 50 agents. Coached

underwriters resolved underwriting issues, ensured timely processing of information, and improved processes to increase efficiencies and productivity.

• Worked with underwriters to ensure compliance with all relevant underwriting and authority levels by using the correct policies, guidelines and

tools to write individual and multi line contracts.

• Processed an average of 20 to 50 requests per day for underwriting of new business, renewals and endorsement changes.

• Independently processed commercial new business, endorsements, cancellations, renewals, audits, and status changes; reviewed for

application completeness and solicited agents and insured’s for missing information.

• Researched and resolved commercial lines issues and inquiries related to premium payments applications, policy payment allocation and

premium refunds in a timely and accurate manner.

• Trained peers on new programs, insurance coverage’s, policies and procedures.

• Researched and resolved routine questions or problems from agents. (Insured’s on policy transactions or direct bill payments).

01/98 11/00 Personal Lines Underwriter Madison, WI

AAA Wisconsin

Overview: Provided underwriting and processed home & auto accounts for new business, renewals, endorsements, audits and cancellations for 75 100 agents. Advised

underwriters, resolved underwriting issues, ensured timely processing of information, and improved processes to increase efficiencies and productivity.

• Authorized to provide rate adequacy, application completeness and eligibility to agents for all contract types.

• Resolved agent and client complaints; handled corrections and inquiries from multiple departments.

• Identified, recommended and enforced changes to internal policies & guidelines. Assisted with numerous projects to test policy and guideline

system compliance.

• Drove underwriting excellence by assisting in numerous projects to test and audit policies and guidelines.

• Ability to work independently, strong team player.

09/94 10/97 Assistant Underwriter Madison, WI

Houston General Insurance Company

Overview: Assisted underwriting and processed commercial accounts for new business, renewals, endorsements, audits and cancellations for 75 100 agents. Advised

underwriters, resolved underwriting issues, ensured timely processing of information, and improved processes to increase efficiencies and productivity.

• Screened 25–30 new business and renewal applications to support underwriter in assigned territories and followed up with agents on necessary

information to complete application.

• Managed relationships with agents and clients and responded to request of coverage in a timely basis.

• Ordered and followed up on inspections and audits referred by the underwriter.

• Handled 25 endorsement request and maintained quality of end product by verifying prepared documents.

09/92 09/94 Assistant Underwriter Madison, WI

Capitol Indemnity Corporation

Overview: Assisted underwriting and processed commercial accounts for new business, renewals, endorsements, audits and cancellations for 75 agents. Advised

underwriters, resolved underwriting issues, ensured timely processing of information, and improved processes to increase efficiencies and productivity.

• Screened 20 new business and renewal applications to support underwriter in assigned territories and followed up with agent on necessary

information to complete application.

• Managed relationships with agents and clients and responded to request of coverage in timely basis.

• Ordered and followed up on 20 30 monthly inspections and audits referred by the underwriter.

• Handled 20 30 endorsement request daily and maintained quality of end product by verifying prepared documents.

05/78 05/91 Sr. Policy Processing Technician Madison, WI

American Family Insurance

• Screened new business and renewal applications to support underwriter in assigned territories and followed up with agent on necessary

information to complete application.

• Managed relationships with agents and clients and responded to request of coverage in timely basis.

• Ordered and followed up on inspections and audits referred by the underwriter.

• Handled endorsement request and maintained quality of end product by verifying prepared documents.

EDUCATION: Professional Insurance Agents of Wisconsin, Inc Madison, WI

Licensed for Property and Casualty Intermediary

De Forest High School De Forest, WI Diploma

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