Education/ Training/ Seminars                                                                                                

American International College, Springfield, MA

Bachelor of Science in Business Administration

Concentration: General Business; 3.8 GPA

Northeast Customer Service Committee Meeting; selected by manager to attend Ethics on the Job

Diversity Advantage for Individual Contributors

Effective use of email, Outlook, Microsoft Word, Microsoft Excel, ACT, COBRA Point System,

Polaris, WinRisk, TPP, IPM, WMA, Trex, SharePoint and ECM.

Work Experience                                                                                                                              

MassMutual, Springfield, MA                                                         

Underwriting/New business Operational Support Specialist                         September 2019- Current

Review policies to make sure all signatures, dates and pages are not missing before the underwriter/case manager can provide to the field agent.
Send emails to the New Business Coordinator advising them of the funds in IPM suspense.
Advise New Business Coordinator to request a refund through IPM if a refund is needed.
Process refunds under $2.00 in IPM to our general account in order to clear out suspense balance.
Track and workload refunds greater than $2.00 to team members for processing
Track and workload unable to process items that the robot could not process overnight to the team.
Review Winrisk and ECM to make sure the TLIR rider is attached to the life insurance policy. If the TLIR rider is not attached, we will create a workevent requirement in Winrisk for the underwriter to add the rider.
Review for negative funds in IPM suspense. If there is no open tracking in Polaris for this negative balance create an open tracking and workload this to the team.
Review checks processed the follow business day and make sure all information matches.
Utilize strong analytical and critical thinking skills while working collaboratively with internal and external subject matter experts.
Demonstrate organizational and time management skills by completing task at hand on a daily basis.
Work independently and with a team.

 
American Benefits Group, Florence, MA                                                   

COBRA Support Specialist                                                                                January 2015-August 2019

Provide outstanding customer service to our members, clients, insurance carriers and brokers by answering phone calls and responding to emails in a prompt fashion on a daily basis.
Work individually and collaboratively with team members.
Process open enrollments for clients by collecting the new COBRA rates and updating our system accordingly.
Send out open enrollment packets to COBRA members and process any changes that have been received.
Process initial COBRA election forms and premium payments that are received in our office.
Process appeals for late payments.
Complete audits
Run multiple system reports i.e. QB plan member reports, client exports, remittance reports, subsidy reports and SPM plan summary reports.
Set up access to the insurance carrier websites to process reinstatement and terminations of health care benefits for the COBRA members.

 
MassMutual, Springfield, MA                                                         

OGM Claim Examiner                                                                                      January 2011-October 2014

Provide excellent customer service while adjudicating individual disability income insurance, business overhead expense and waiver of premium claims.
Utilize strong analytical and critical thinking skills while working collaboratively with internal and external subject matter experts.
Demonstrate organizational and time management skills by providing timely and accurate benefit payments and detailed communications to claimants and their representatives in accordance with state and federal regulations.
Work independently and with a team in legal proceedings such as depositions, arbitrations, or mediations.
Review medical records for cause of disability and review ICD 9 Codes.
Consult with Vocational Consultants, Registered Nurses and Doctors to determine return to work ability and accommodations that would need to be made for claimants to return to work.
Review tax returns and W-2’s in order to determine loss of income and consult with CPA’s

MassMutual, Springfield, MA

Life Waiver Claim Examiner                                                                                June 2008-January 2011

Review life insurance policies and obtain required information needed to determine eligibility for Life Waiver of Premium benefits in accordance with policy requirements and company guidelines. 
Examine, make decisions approving, negotiating, terminating or denying waiver of premium claims.
Manage conflict by using good business sense and experience, exercise sophisticated, independent judgment and demonstrate aggressive, thoughtful and creative solutions to claim situations.
Examine and coordinate all components of the claim request to ensure completion.
Review Attending Physicians Statements, medical records and ICD 9 codes for cause of disability.
Consult with Vocational Consultants, Registered Nurses and Doctors to determine return to work ability and accommodations needed.

MassMutual, Springfield, MA

Customer Service Representative                                                                           June 2006-June 2008
Strong customer service skills, call handling, adherence, and after call work both above department average.
Assist life insurance agents, agent assists and policy holders with their life insurance inquiries.
Prepare policy letters and forms to be sent to the clients.
Confer with customers by providing information about products and services, to take orders or cancel accounts, or to obtain details of complaints.
Review and make changes to whole, universal and term life insurance policies.
Process Loan and Dividend withdrawals on life insurance policies.