Customer Service Life Insurance

SHEILA MORTON

***********@*****.***

OBJECTIVE: Seeking a position in the financial services industry.

SKILLS

• Solid technical skills, including standard desktop applications, such as Microsoft Word,

Access, Visio, PowerPoint and Excel, Siebel, AS400, Lawson, and Adobe Life Cycle

Designer

• Strong customer service skills, including In- and out-bound telephone-based client service,

• Ability to organize work and manage time to balance workload, and meet deadlines in a fast

paced environment

• Train the Trainer, Instructional Design, Life Office Management Association (LOMA) Level 1

PROFESSIONAL TRAINING

CENTRAL PIEDMONT COMMUNITY COLLEGE Charlotte, NC

CERTIFICATION IN MORTGAGE BANKING

Mortgage Banking – 09/2012 to 05/2013

• Conventional Mortgage Loan Processing

• FHA Lending

• Mortgage Lending

• Underwriting

• Safe Comprehensive Origination Essentials (Pre-License Course)

• Safe Act NC Mortgage Laws and Regulations

PROFFESSIONAL WORK EXPERIENCE

TIAA-CREF Charlotte, NC

Quality & Process Analyst II - 06/2006 to 09/2012

As a member of the Quality Team, we ensured compliance on replacement adherence.

Responsibilities included:

• Developed training material and trained newly hired employees on case management process

• Assist with the testing of new systems according to the plan provisions and administrative

requirements

• Insurance Replacement Oversight; Pull cases for external examinations by regulators,

handled Outgoing Replacements and NY Regulation 60 Stages 1 and 2

• Wire Transfer of funds to third party vendor to issue policies

• Performing Quality Reviews of life insurance files at approval by underwriter and after the

policy has been issued to ensure guidelines were met. Maintained an Access database and

reported findings to management on a weekly basis. Participated in problem solving and

process improvements initiatives

TIAA-CREF Charlotte, NC

Life - Case Manager - 04/2003 to 06/2006

Sheila Morton Page 1

Provided support to underwriters by ensuring the timely and accurate processing of life insurance

applications. Responsibilities included:

• Sort/scrub and process incoming applications and/or customer inquiries

• Ensure integrity of all data and process inputs; Order Medical Exams and any other necessary

documents. Follow-up with vendors/third parties to obtain in timely manner

• Manage pipeline of applications within required performance standards

• Submit applications to underwriting for conditional review and full approval upon receipt of

medical exam

• In- and out-bound telephone-based client service; Exceed customer expectations by

providing highest level of customer service

• Relationship Management with Agents/Wholesalers, Vendors and Underwriters

• Update applicants and Agent’s/Wholesalers of status of application

TIAA-CREF Charlotte, NC

Retirement Transaction Specialist - 08/2001 to 04/2003

• Responsibilities included the processing of 401(k) payments to participant’s retirement

accounts of large and small college institutions.

TRANSAMERICA LIFE & ANNUITY Charlotte, NC

Post-Issue Account Representative, 10/1999 to 08/2001

• In-bound calls from Service Representatives and clients to research and respond to

• their inquiries, questions, and concerns related to annuity products.

• Processes basic non-financial post issue transactions including address changes,

phone number changes and social security number changes.

• Stays current with annuity markets and products to provide a high and accurate service level

and Regulation 60

CIGNA HEALTHCARE Charlotte, NC

Benefits Analyst – Tier II, 01/1998 to 10/1999

• Independently process routine medical, dental and/or hospital claims; process complex

claims with minimal assistance as appropriate to assigned unit.

• Obtains additional information regarding a claim from providers and member when

necessary.

• Meets quantity and quality claims processing standards.

• Maintains current knowledge of assigned plan(s) and effectively applied this knowledge in

the payment of claims and in providing customer service assistance.

MUTUAL OF AMERICA New York, NY

Conversion Analyst, 05/1987 to 08/1997

• Responsible for the all Defined Contribution and Defined benefit termination procedures,

including pension, annuity, death, and 401K benefit.

• Communicate plan specifications to plan participants

• Answer client inquiries;

• Manually calculates benefit amounts

• Enters all data and prepares reports for the client

Sheila Morton Page 2

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