CECELIA P. LEWIS
Bronx,USA
Summary
Experienced Senior Account Specialist with a demonstrated history working in the Insurance Industry. Strong operations professional with a Workers’ Compensation Professional certification and training in Disability Benefit Law Insurance and Paid Family Leave coverage. Skilled in communication and training of team members.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Regulatory Claims Assistant
AMTRUST NORTH AMERICA
01.2021 - Current
- Industry-leading insurance provider specializing in small business solutions.
- Responsible for filing Workers Comp Claims in the state of Florida, New York, California
- To ensure Froi, Sroi filing are done timely to avoid penalties from the Worker’s Comp broad
- Processed claim1st report assignment in New Jersey, Pennsylvania, Maryland and Delaware
Senior Policy Service Administrator | Team Lead
AMTRUST NORTH AMERICA
01.2016 - 01.2020
- Leading insurance provider specializing in small business insurance solutions, with a focus on workers' compensation coverage.
- Responsible for handling escalated customer service calls with a daily call volume of ~200
- Routed and assigned tasks to a9-member policy team based on first in first out and account priority
- Selected to help process and issue payments on backlog of over3,000 claims
- Worked with premium accounting department to reconcile and post premium payments of $345M
- Recipient of2017-18 AmTrust’s Statutory Disability Business Unit Peer Culture Awards for Collaboration
- Conducted mid-month Financial Analysis for domestic divisions to ensure spending was in line with income
- Monitored all electronic workload inboxes and reassigned work based on backlog
- Initiated preparation of review workload and backlog summaries to report to management team
- Reviewed results to identify trends and brought forth compliance concerns to management
- Prepared draft of internal audit on workload results for review and discussions by management
- Ensured all required documentation (e.g., manuals, policies, requested files, etc.) requested by policyholders and agents were available for review
- Created Audit case files according to schedules
- Liaised between POS team specialists and management to maintain acceptable service standard
- Supported Manager, Supervisor, or other Audit Coordinator to review data that identified operational deficiencies and was used to determine corrections needed to conform to compliance metrics
- Reviewed and approved Disability Benefits policy refunds processed by Policy Service Team
- Issued New Business applications for cases with industry pooled rates for employers with
- Documented areas of non-compliance of employers without disability benefits law / paid family leave
Senior Account Specialist
AMTRUST NORTH AMERICA
01.2014 - 01.2016
- Leading insurance provider known for small business solutions and workers’ compensation coverage.
- Managed approximately 400 customer service calls daily.
- Monitored policy team workload
- Assisted with the backlog in the policy department
- As team leader provided supervision as back up to manager
- Posted payments utilizing appropriate Disability Benefit Law plans billing system
- Analyzed errors and determined root causes for the appropriate classification
- Presented results of investigations to senior staff and prepared written reports concerning investigation activities
- Audited and handled specific claims and appeal requests including processing, tracking, documenting, reporting and dispersal of findings and recommendations
- Identified defects and improved departmental performance by supporting quality, operational efficiency, and production goals
- Assisted in the development of departmental policies and procedures; reviewed existing or proposed training making recommendations for improvement to management
- Met established timeframes and rates of performance for quality and quantity of work
- Assisted agents and policyholders with premium and coverage questions
Senior Disability Benefits Law Account Specialist
NATIONAL BENEFIT LIFE INSURANCE, LLC
01.2009 - 01.2014
- Company Overview: A leader in the insurance industry as a subsidiary of Primerica Life focusing on the middle market and main street families
- Provided customer service by assisting1,000 agents with their Disability Benefits Law, book of business
- Handled all requests for changes to Disability Benefit Law policies
- Recovered $50,000 in policy premiums that were posted incorrectly
- Coordinated with team members on backlog assignments
- Obtained evidence of policies in non-compliance (NY Workers’ Compensation Board Disability Benefits Law Unit)
- Managed caseload of ~1,000 clients each quarter
- Processed nonpayment notices and collections letters
Disability Benefit Law Administrator
NATIONAL BENEFIT LIFE INSURANCE, LLC
01.2004 - 01.2009
- Company Overview: A leader in the insurance industry as a subsidiary of Primerica Life focusing on the middle market and main street families
- Provided customer service to policyholders and agents
- Processed all policy changes (e.g., cancellations, name changes, and policy endorsements) and processed premium refunds
- Maintained compliance on all disability benefit law policies for employers with
- Processed new business applications for disability benefit law coverage
Junior Administrator
NATIONAL BENEFIT LIFE INSURANCE, LLC
01.2000 - 01.2004
- Company Overview: A leader in the insurance industry as a subsidiary of Primerica Life focusing on the middle market and main street families
- Maintained and monitored all changes processed by the policy team on the disability benefit law policies
- Maintained and ordered supplies for disability benefit law underwriting team
Education
Associate Degree of Science - Occupational Studies in Computer Science
Monroe College
The Bronx, NYSkills
- High Service Standards
- Problem Solving
- Auditing
- Customer Service
- Communication
- Team Supervision
- Collections
- MS Word
- Excel
- PowerPoint
- Outlook
- Compliance Specialist
- NY Disability Benefit Law & Paid Family Leave
Certification
Workers’ Compensation Professional Certificate, The American Society of Workers Comp Professional Inc., St. John’s University, New York, NY, December2016
Timeline
Regulatory Claims Assistant
AMTRUST NORTH AMERICA
01.2021 - Current
Senior Policy Service Administrator | Team Lead
AMTRUST NORTH AMERICA
01.2016 - 01.2020
Senior Account Specialist
AMTRUST NORTH AMERICA
01.2014 - 01.2016
Senior Disability Benefits Law Account Specialist
NATIONAL BENEFIT LIFE INSURANCE, LLC
01.2009 - 01.2014
Disability Benefit Law Administrator
NATIONAL BENEFIT LIFE INSURANCE, LLC
01.2004 - 01.2009
Junior Administrator
NATIONAL BENEFIT LIFE INSURANCE, LLC
01.2000 - 01.2004
Associate Degree of Science - Occupational Studies in Computer Science
Monroe College
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