Customer Service Life Insurance

Diane Wagner

**** ********** **. **********, ** *8055 610-***-**** ********@*****.***

Career Summary

** ***** ** **** ****** experience including 10 years of as an onboarding analyst.

Extensive experience in hiring, training and billing.

Recognized for improving operational efficiencies and increasing service level.

Bachelor degree In Business Management.

Experience

Agency Support Analyst Chubb Insurance Company September 2016 -December 2017 Responsible for Customer Service, troubleshooting and assisting agents with technical solutions.

Assist agents by providing technical knowledge and solutions via data base applications.

Supported agents with system issues and solving problems to reach a solution.

Researched technical questions concerning property and casualty.

Routine training of agents via Web Ex providing step by step instruction to help navigate through the Masterpiece system.

Preform customer service function.

AGENT CONTRACTING & LICENSING BUSINESS ANALYST GUARDIAN LIFE INSURANCE MARCH 2003-JUNE 2016

RESPONSIBLE FOR ASSESSING POTENTIAL AGENTS IN THE INSURANCE INDUSTRY ACCORDING TO COMPLIANCE GUILDLINES IN THE REGULATORY AUTHORIES.

Responsible for on boarding and reviewing potential field representative candidates by assessing the individual’s qualifications.

Screens potential candidates by analyzing background reports, financial and production.

Provided feedback and facilitate the hiring and registration process for potential new hires in the insurance industry.

Extensive knowledge of Financial Industry regulatory authority (FINRA).

Preform customer service function.

Maintain licensing database for Multi-state insurance licenses, tracks, renewals and CE requirement.

Participated in testing, integration and user acceptance testing

SCHEDULER AND CUSTOMER SERVICE ANALYST

RESPONSIBLE FOR SCHEDULING AND STAFFING CUSTOMER CALL CENTER AND ADMINSTRATION OF LIFE INSURANCE POLICIES FOR THE THIRD LARGES MUTUAL FUND COMPANY IN THE INDIVIDUAL MARKETS DIVISION.

Supervise scheduling and staffing for 135 call center employees

Analysis and evaluated adherence reports for staffing recommendations ensuring the continuation of enhancement of service

Administered loan and cash value disbursements on life insurance policies.

Calculated cash value on policies for yearend tax purposes.

Advised insurance agents on life insurance policies and plan designs.

Provided brokers on projections and illustration on individual life policies.

Billing Analyst CIGNA GROUP UNIVERSAL LIFE INSURANCE JANUARY 1993 -MARCH 2003

ADMINSTRATOR OF GROUPS UNIVERSAL LIFE INSURANCE PROGRAM FOR MAJOR CORPORATE ACCOUNTS

Responsible for creating, producing and verifying monthly reconciliation reports.

Manages delinquency administration in accordance with defined procedures

Resolves premium receipt discrepancies, including clearing of suspense balance within defined department metric guidelines.

Ensures timely and accurate allocation and reconciliation of premium payments to policies.

Preformed quality assurance for group universal life teams. Reviewed and audit daily work,

Identified errors and trends by collecting data on a monthly basis.

Provide feedback and training recommendation based on findings

Act as client’s primary point of contact for billing and remittance.

HUMAN RESOURCE ASSOCIATE AMTEK US GAUGE JANUARY 1990-DECEMER 1992

ADMINISTERED BENEFITS PROGRAMS AND PROVIDE HUMAN RESOURCES SUPPORT FOR THE AEROSPACE AND GENERAL GAUGE DIVISION.

Acted as an advisor on the 401k plans and heath care packages.

Calculated union pension benefits and interpreted contract terms.

Member of the company’s retirement board

Maintain the Heath Care database

Assigns appropriate benefit event in conjunction with job changes.

Explains benefit plans, costs and procedures to employees in groups and individual discussions.

Conducts new hire orientation and ensures that presentation material is up to date with all applicable information.

Responsible for working with insurance companies to ensure that benefit material is up to date and accurate.

Assists employees with enrollment and termination of benefits and ensures that deductions and reimbursements are correct.

SERVICE REPRESENTIVE SOCIAL SECURITIY ADMINSTRATION JANUARY 1981-DECEMBER 1989

ADMINSTRATOR IN GOVERMANT SOCIAL SERVICE

Processed and review Medicare and retirement claims

Advised claimant of benefits for retirement and survivor insurance benefits

Reviewed applications and documents for retirement benefits

Education

B/A 2002 DE SALES UNIVERSITY

Major: Business Administration

A/S 1982 LUZERNE COMMUNITY COLLEGE

Major: Business computer Science

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