Summary
Overview
Work History
Skills
RELEVANT EXPERIENCE
RELEVANT SYSTEMS/PROGRAMS
Timeline
Generic

Brandi Ellis

Dallas,TX

Summary

Tactful Claims Specialist with expertise in settlement preparation, claims processing and appeal filing. Diplomatic and personable professional accustomed to handling sensitive, confidential information and investigating complex liability claims. Committed to maintaining customer satisfaction and contributing to company success.

Overview

25
25
years of professional experience

Work History

Claims Specialist (Complex Property)

State Farm Auto Insurance
04.2023 - Current
  • Enhanced customer satisfaction with timely communication, empathy, and clear explanations of claim outcomes.
  • Managed a high volume of claims effectively by prioritizing tasks and maintaining excellent organizational skills.
  • Developed strong working relationships with external partners such as adjusters, legal counsel, and medical professionals to facilitate efficient claim resolution processes.
  • Settled complex claims fairly by applying critical thinking, negotiation skills, and detailed knowledge of insurance policies.
  • Reduced claim processing errors by conducting thorough investigations and accurately interpreting policy details.
  • Identified fraudulent claims through diligent investigation and collaboration with law enforcement agencies when necessary.
  • Leveraged industry best practices to refine claims handling procedures, setting new standard for operational excellence.
  • Analyzed claim documents to ensure accuracy and compliance, mitigating risk of financial loss.
  • Facilitated smooth communication between claimants and adjusters, ensuring transparent and positive experience.
  • Provided exceptional customer service during stressful situations by offering empathy and support while resolving issues efficiently.
  • Cultivated strong relationships with external partners, such as repair shops and medical providers, to streamline claims resolution process.
  • Processes, closes or de-escalates 200+ claims monthly.

Home Equity Closer

Point Digital Finance
04.2022 - 01.2023
  • Managed competing priorities under tight deadlines while maintaining accuracy in document preparation for smooth transaction completion.
  • Maintained high levels of customer satisfaction by addressing concerns promptly and professionally throughout the closing process.
  • Managed a pipeline of prospects, maintaining consistent follow-ups to ensure timely closings.
  • Verified closing financial disclosure amounts against settlement and escrow agent figures to accurately reflect borrowers' bottom-line costs.
  • Prepared preliminary settlement statements and loan closing instructions for review by title companies and closing agents.
  • Reviewed and validated details of loan applications and closing documentation.
  • Prepared loan documents and explained terms to clarify loan conditions and requirements with applicants.
  • Funded $7M in lines of equity monthly.

Sr. Closer

Home Point Finance
12.2019 - 02.2022
  • Acted as a mentor to junior staff members, providing guidance on complex deals and assisting them in developing their problem-solving skills.
  • Demonstrated expert knowledge of industry regulations and guidelines by staying current on updates and changes within the field.
  • Ensured timely closings by proactively addressing potential issues through constant communication with all parties involved.
  • Participated in cross-functional projects to improve overall efficiency within the organization, resulting in higher profitability margins.
  • Expedited the closing process by effectively coordinating with loan officers, underwriters, and title companies.
  • Assessed loan portfolios for compliance with underwriting policies.
  • Maintained compliance with regulatory requirements, conducting thorough research and staying up-to-date on industry standards.
  • Contacted customers to immediately find resolutions for escalated issues.
  • Facilitated communication between involved parties to enable timely contract sign-off.
  • Closed and funded up to 155 loans monthly.

Documentation Management Specialist (Temp Role)

Worldlink Staffing (Texas Capital Bank)
08.2019 - 12.2019
  • Delivered successful projects within deadlines through effective time management and resource allocation.
  • Gathered, organized and input information into digital database.
  • Generated reports detailing findings and recommendations.
  • Ensured compliance with company policies and regulatory requirements through diligent documentation management practices.
  • Processed and closed up to 75 documents daily, exceeding company expectations.

Sr. Corp. Specialty Closer

Fairway Independent Mortgage
05.2017 - 11.2018
  • Delivered positive customer experiences and successful deal closures through open, constructive communications.
  • Served as a reliable point of contact for both internal teams and external partners throughout deal closures ensuring efficient information flow.
  • Streamlined closing processes by implementing efficient organizational systems, improving overall productivity.
  • Affirmed loan document accuracy to protect lenders from potential fraud.
  • Calculated, reviewed and corrected errors on interest, principal and closing costs.
  • Collected and compiled paperwork such as title abstracts, insurance paperwork, loan files and tax histories.
  • Collected and compiled paperwork such as title abstracts, insurance paperwork, loan files and tax histories.
  • Funded 80 specialty loans monthly including, bonds, renovations, new construction, USDA.

Sr. Closer/Funder

Pacific Union LLC.
03.2016 - 04.2017
  • Reduced errors in loan documentation by meticulously reviewing loan packages for accuracy and compliance.
  • Conducted regular audits of closed files for quality control purposes, identifying areas for improvement where necessary.
  • Maximized revenue opportunities by identifying additional products or services that met clients'' needs during the closing process.
  • Mitigated the risk of potential legal disputes by ensuring all necessary documentation was completed and recorded accurately.
  • Verified closing financial disclosure amounts against settlement and escrow agent figures to accurately reflect borrowers' bottom-line costs.
  • Researched and updated industry knowledge on changing legislation and regulations.
  • Funded up to 160 loans monthly.

Quality Assurance Analyst III

Wells Fargo Home Mtg.
05.2000 - 02.2016
  • Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
  • Reported progress, test metrics and results to project stakeholders.
  • Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.
  • Acted as a liaison between the QA team and other departments such as Sales, Operations and Customer Support, ensuring effective communication throughout all stages of the project lifecycle.
  • Championed quality assurance initiatives within the organization by promoting a culture of continuous improvement and striving for excellence in all aspects of the loan process.
  • Quality tested up to 75 files weekly.

Skills

  • Project Management
  • Team Leadership
  • Risk Mitigation
  • Adaptability
  • Accounting Functions
  • Contract Analysis
  • Process Improvement
  • Fraud Detection
  • Coverage assessments
  • Compliance management
  • Policy interpretation
  • Claims processing

RELEVANT EXPERIENCE

  • Monitors and investigates assigned complex claims within property to develop resolution strategy
  • Investigates, evaluates and settles the liability of negligence of 1st and third-party automobile accidents by interviewing both parties by telephone, reviewing vehicle damages and state laws/regulations to determine fault.
  • Exercises judgment to determine liability by gathering and analyzing relevant facts; utilizing applicable law; establishing basic principles of negligence
  • Analyzes detailed coverage issues and is responsible for investigation with attorney represented and direct claims, including plaintiff complaints, petitions, insurance contracts and indemnity agreements.
  • Leverages and builds critical thinking and decision-making skills to gather, assess, analyze, question, verify, interpret and understand key or root issues.
  • Refers claim to subrogation, fraud teams by identifying potential subrogation and the fraud indicators when necessary.
  • Responds and communicates with customers, agents, underwriters and 3rd party vendors for follow up on inquiries via written, chat and telephone.
  • Utilizes analytical skills necessary to make decisions and resolve issues inherent in handling claims.
  • Meets quality standards by following best practices while closing out or de-escalating up to 120 claims per month.
  • Uses company of resources to adhere to policies and procedures such is SCP, ACM and State Jurisdictions

RELEVANT SYSTEMS/PROGRAMS

Salesforce, Microsoft Suites (Excel, Word, Access, PowerPoint), Google docs, Teams, Slack, Outlook, LexisNexis, Accurint, DocuSign, OneNote, Appian, Arbitrations Forums, Agero, IAA and CoPart dashboards

Timeline

Claims Specialist (Complex Property)

State Farm Auto Insurance
04.2023 - Current

Home Equity Closer

Point Digital Finance
04.2022 - 01.2023

Sr. Closer

Home Point Finance
12.2019 - 02.2022

Documentation Management Specialist (Temp Role)

Worldlink Staffing (Texas Capital Bank)
08.2019 - 12.2019

Sr. Corp. Specialty Closer

Fairway Independent Mortgage
05.2017 - 11.2018

Sr. Closer/Funder

Pacific Union LLC.
03.2016 - 04.2017

Quality Assurance Analyst III

Wells Fargo Home Mtg.
05.2000 - 02.2016

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