Benjamin Davis Phillips
Columbus,OH
Summary
Excellent communicator and dependable team player with strong understanding of insurance industry. Adept at building relationships with clients, brokers and other stakeholders while delivering outstanding service. Highly organized and detail-oriented with strong ability to identify potential risks and develop solutions.
Overview
16
16
years of professional experience
Work History
Multi-Product Agent
Progressive Home
04.2022 - Current
- Handled and promptly resolved customer complaints to maintain professional relationships.
- Followed up on customers' inquiries to assess satisfaction with provided solutions.
- Resolved caller issues quickly and thoroughly.
- Informed clients of policies and procedures.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Established strong customer relationships, building recommendations and loyalty.
- Maintained comprehensive product and service knowledge for accurate, informative customer advice.
Mortgage Assumptions QC Analyst
JP MORGAN CHASE
08.2016 - 08.2020
- Performed quality control on loan disclosure, Processing, Underwriting , Closing and Post- Closing aspects of the mortgage assumption process
- Developed and maintained quality assurance procedure documentation.
- Created and revised procedures, checklists and job aids to reduce errors.
- Developed training materials, SOPs and work instructions to supplement new team member onboarding.
- Edited, proofed and critiqued internal documents to improve clarity.
- Administered internal quality audits and assessed results to inform corrective action measures.
- Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
Dialer Collector I
JP MORGAN CHASE
09.2014 - 08.2016
- Handle customer complaints and take appropriate action to resolve them
- Review and analyze new, proposed, or revised laws, regulations, policies, and procedures to interpret their meaning and determine their impact
- Check to ensure that appropriate changes were made to resolve customers' problems
- Refer unresolved customer grievances to designated departments for further investigation.
Aircrew Flight Equipment Technician
UNITED STATES AIR FORCE
04.2008 - 04.2014
- Maintained repair logs to document all corrective and preventive aircraft maintenance.
- Operated power tools, gauges and testing equipment to adjust, repair, and replace faulty components in aircrafts.
- Inspected equipment to detect wear and other defects.
- Documented all inspection and maintenance actions in aircraft forms.
- Performed flight line AFE preflight and postflight requirements.
- Maintained, inspected, adjusted, and packed aircrew flight equipment.
- Packed and adjusted flight helmets, oxygen masks, parachutes and flotation devices for transport.
- Recorded maintenance actions in aircraft logbooks.
Education
Bachelor of Computer Science - Cyber Security/ Information Technology
DeVry University
Downers Grove, IL06.2026
Skills
- Quick Learner
- Adept to Microsoft Office Suite
- People Oriented
- Attention to detail
- Adaptability
- Initiator
- Mortgage Banking SPOT Award for showing excellent partnership
- AVP Customer Satisfaction award luncheon for 100% CSAT surveys
- Training
- Team Leadership
- Team Development
- Career Management
- Feedback Essentials
- Leading and Motivating
- Banking
- Customer Satisfaction
- Microsoft Office Suite
- Personnel
- Policies
- Self Motivated
- Problem-Solving Skills
- Conflict Resolution
- Professional Networking
- Information Documentation
- Organizational Skills
- Critical Thinking
- Problem-Solving
- Positive Attitude
Timeline
Multi-Product Agent
Progressive Home
04.2022 - Current
Mortgage Assumptions QC Analyst
JP MORGAN CHASE
08.2016 - 08.2020
Dialer Collector I
JP MORGAN CHASE
09.2014 - 08.2016
Aircrew Flight Equipment Technician
UNITED STATES AIR FORCE
04.2008 - 04.2014
Bachelor of Computer Science - Cyber Security/ Information Technology
DeVry University
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