Summary
Overview
Work History
Education
Skills
Professional Profile Summary
Certification
Timeline
Generic

Antwan L. Charlton

Raleigh

Summary

Fifteen years experience working in customer service and human relations. Experience working in a high volume call center environment. Skilled with dealing with escalated cases requiring research with a goal of providing first call resolution. Experience with various types of billing and policy systems within a call center. Extensive knowledge of insurance underwriting, claims, regulations, laws governing the auto insurance industry. Investigated claims for possible fraud and material misrepresentation.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Sr Case Manager

Zinnia
12.2016 - 10.2024
  • Ability to answer complex questions on home conditions to qualify risk acceptance for property and auto risk
  • Created comprehensive quality reports efficiently following through completion and presenting in monthly meetings to inform what areas needed more attention
  • Communicated with policyholders and case managers via email in order to obtain documentation needed in order to get property policies accepted
  • Trained associates on how policies are written, rate of risk, and how each policy is reviewed to ensure risk are acceptable
  • Communicated via slack on binding restrictions and new underwriting processes as new updates became available
  • Quoted and evaluated auto and property risk to find the best coverage and price available
  • Assisted in the interview process of new hires and providing scores on scale if the interviewee was a good candidate Case Management
  • Worked directly with underwriters for approval on property risk
  • Collaborated with internal department to create workflows for future case manages to assist in the quoting process
  • Mentored associates after hiring conducting weekly meetings providing tips, best practices, company policies, quality reviews, attendance, and incentive information
  • Assumed leadership responsibilities when Operations Manager out of office making sure cases are assigned, monitoring attendance, incentive questions, quality questions, and process questions
  • Handled and assisted with escalated cases when presented
  • Introduced methods of contact for clients to have better binding opportunities for sales agents
  • Worked directly with sales agents to assisting in binding policies

Casualty Spec I, Bodily Injury

Nationwide Insurance
12.2016 - 07.2024
  • Ability to answer complex calls with difficult customers while remaining positive
  • Created comprehensive casualty reports efficiently following through completion
  • Communicated with policyholders, claimants, and adjusters through claims process via email, telephone, or both
  • Effectively able to explain full claims process to customers
  • Delegated authority limits to approve or escalate claims payments
  • Determined coverage limits and reserve amounts
  • Researched court decisions, company policy, and guidelines
  • Conducted settlement negotiations with policyholders, claimants, and attorneys
  • Collaborated with internal department to identify fraud and subrogation instances

Casualty Claims Spec 1

Nationwide Insurance
08.2015 - 12.2016
  • Obtained Company/Independent License September 21, 2015
  • Investigated Non-injury Claims
  • Handled escalated complaints and cases
  • Assisted in company training needs by shadowing with new hires and prospective employees
  • Reviewed claims and any associated police reports for accidents
  • Determined potential for third party liability
  • Prepared files to go to the next claims associate
  • Investigated claims for potential fraud and material misrepresentation

Member Care Representative

Nationwide Insurance
05.2006 - 08.2015
  • Obtained Personal Lines License June 2006
  • Underwriter training included: how policies are written, rate of risk, and how each policy is reviewed to ensure Nationwide will accept the risk and is rated correctly
  • Claims Representative training included: learned full claims process cycle, how to record interviews, review coverage, preparing vehicle for repairs, and making liability decision
  • Serviced policies for agents and customers
  • Provided customer satisfaction by handling phone calls in a professional manner and ensuring customers understood their policies
  • Handled escalated cases as requested by supervisor
  • Job shadowed with Training Instructor which enabled me to assist with various training classes
  • Provided assistance to call center service agents with policy related issues
  • Job shadowed with supervisor to learn and develop more leadership skills

Education

B.S - Business administration, Small Business Management

Chowan College
Murfreesboro, North Carolina
05.2006

Skills

  • Community resources
  • Client advocacy
  • Care coordination
  • Care planning

Professional Profile Summary

Fifteen years experience working in customer service and human relations. Experience working in a high volume call center environment. Skilled with dealing with escalated cases requiring research with a goal of providing first call resolution. Experience with various types of billing and policy systems within a call center. Extensive knowledge of insurance underwriting, claims, regulations, laws governing the auto insurance industry. Investigated claims for possible fraud and material misrepresentation.

Certification

Personal Lined License

Timeline

Sr Case Manager

Zinnia
12.2016 - 10.2024

Casualty Spec I, Bodily Injury

Nationwide Insurance
12.2016 - 07.2024

Casualty Claims Spec 1

Nationwide Insurance
08.2015 - 12.2016

Member Care Representative

Nationwide Insurance
05.2006 - 08.2015

B.S - Business administration, Small Business Management

Chowan College

Similar Profiles

CREATE PROFILE
Antwan L. Charlton