Annette English
Richardson,TX
Summary
Over 15 years in service-oriented industry. Excellent communication and problem-solving skills, attention to detail, able to work independently with no supervision and comfortable with handling heavy workloads/inbound calls. Provide empathy and understanding to insured, claimants and internal/external agents etc. Provide a positive experience while maintaining confidentiality of sensitive information
Overview
13
13
years of professional experience
1
1
Certification
Work History
Total Loss Claims Specialist
State Farm
Richardson, TX
02.2023 - Current
- Managed incoming and outgoing calls using multi-line systems, Hercules and Cisco Jabber.
- Processed claim payments according to established procedures.
- Documented all claim activities meticulously, including correspondence from the insured and claimant conversations.
- Displayed empathy in professional communications with all parties involved.
- Evaluated facts and documentation to close claims effectively.
- Assessed coverage validity, legal liability, and extent of damage for each claim according to jurisdictional
- Negotiated claims to ensure minimal financial impact on the company.
- Contacted third parties for service arrangements and further information collection, i.e., salvage vendors, OIC, and attorney.
Underwriter II
DigitalRisk/Mphasis
Dallas, TX
12.2019 - 08.2022
- Accessed risk and made informed decisions based on completeness and quality of files.
- Ensured data integrity, confirming accuracy of DU/LP AUS findings with alternative methods for negative outcomes.
- Manually calculated pay stubs, WVOEs, and tax returns (1040, 1120, 1065, K-1s, Schedule C and E).
- Reviewed title, appraisals with 1007, purchase contracts, condo questionnaires, POAs, trusts, and MI certificates against investor guidelines.
- Monitored potential fraud risks to prevent company losses and generated investigation reports for upper management.
- Ensured loan approvals aligned with client standards, procedures, and regulatory underwriting guidelines.
- Achieved top 10 productivity within a team of 25 underwriters by exceeding goals for turnaround time and quality.
- Analyzed data to improve decision-making processes while protecting company interests.
Mortgage Processing Manager
Genpact
Richardson, TX
09.2012 - 12.2018
- Managed team of 30+ mortgage loan processors, achieving #1 ranking six times in 2018 with over $20 million in closings.
- Established processes to ensure accuracy and completeness of loan documentation.
- Developed company-wide operating performance metrics focused on speed, customer service, and quality.
- Conducted interviews, onboarded new employees, and trained staff to maximize potential and meet goals.
- Resolved conflicts to maintain smooth daily operations across the team.
- Prepared comprehensive spreadsheets and reports for internal and external stakeholders.
- Reviewed pipeline reports to efficiently distribute workflow among processors.
- Facilitated team meetings via Web X, Zoom, or Microsoft Teams to communicate regulatory updates.
Education
Accounting
Highline College
Seattle, WASkills
- Encompass, Empower, Citrix, Ifufli, LP, DU, ECS, Hercules, Cisco Jabber, MBOS, NADA, Microsoft Office (Word, Excel, Outlook, Teams, Zoom), CAIVRS, LoanBeam, LDP, GSA, Fraud Guard
Certification
- 2025 All-Lines Adjuster Licenses (license and non license state)
- SASE and Lean certified
Timeline
Total Loss Claims Specialist
State Farm
02.2023 - Current
Underwriter II
DigitalRisk/Mphasis
12.2019 - 08.2022
Mortgage Processing Manager
Genpact
09.2012 - 12.2018
Accounting
Highline College
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