Christina Hollaway
Florham Park,NJ
Summary
Seasoned Medical Underwriting Specialist from Prudential Financial, acclaimed for meticulous attention to detail and underwriting expertise. Excelled in risk evaluation and critical thinking, significantly enhancing client satisfaction and operational efficiency. Renowned for effective multitasking and prioritization, adeptly balancing high-volume tasks with precision. Demonstrated exceptional leadership in mentoring and strategic innovation, contributing to departmental goals.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Medical Underwriting Specialist
Prudential Financial
Newark, USA
10.1999 - Current
- Determine risk and underwrite Life and Disability applications for Group Life Insurance
- Complete appeals, contestables, and high-volume haste calls
- Partner with vendors in obtaining additional information i.e.; medical exams, tests, and attending physician statements; to assess debits making sound judgment of approval and denial recommendations
- Conduct verbal and written communication with Benefit Managers, Account Executives, and applicants regarding the status of applications
- MIB liaison, prepare confidential coding report to be forwarded to the Medical Information Bureau, Inc., complete desk audits to ensure accuracy, and MIB Disclosures upon request
- OSGLI (Office of Servicemembers' Group Life Insurance) liaison providing white-glove service for active and inactive military members
- Amazon Liaison providing top-notch customer experience to all clients
- Assist with other departments in resolving complaints and complex cases for insurance coverage
- Monitor underwriting teams' performance and provide mentoring to achieve personal and department production goals
- Collaborate with other professionals to develop innovative underwriting solutions
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
- Provided customer service support via phone or email inquiries from participants regarding their coverage details.
- Prepared staff work schedules and assigned team members to specific duties.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
- Recognized by management for providing exceptional customer service.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Assisted with customer requests and answered questions to improve satisfaction.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Prioritized and organized tasks to efficiently accomplish service goals.
Customer Service Call Center Specialist
NJ211
Cedar Knolls, USA
03.2017 - 07.2020
- High volume of inbound and outbound calls providing current service information and appropriate referrals for an array of health and human service resources in local communities throughout the state of NJ
- Advocate on behalf of callers as necessary to varying agencies
- Resolved customer complaints and addressed emergency requests and needs
- Adhered to company policies and scripts to consistently achieve call-time and quality standards
- Maintained detailed records of customer interactions, transactions, comments and complaints.
- Offered resolutions to de-escalate calls and solve customer issues.
- Maintained up-to-date knowledge of company products and services.
- Managed customer expectations by clarifying needs, identifying options, and recommending products and services.
- Responded to customer emails and live chats regarding product information and services.
Education
High School Diploma -
William Daylor High School
Sacramento, CA02.1991
BBA -
Corporate College Services
Fairfield, NJSkills
- Meticulous Attention
- Informed Decision Making
- Critical Thinking Skills
- Effective Listening Skills
- In-Depth Knowledge of Medical Language
- Risk Evaluation
- Prioritization and Time Management
- Effective Multi-Tasking
- Underwriting Expertise
Certification
- ALMI- Associate, Life Manage Institute
- ACS- Associate, Customer Service
- FMLI Level 1- Fellow, Life Management Institute Level 1
Timeline
Customer Service Call Center Specialist
NJ211
03.2017 - 07.2020
Medical Underwriting Specialist
Prudential Financial
10.1999 - Current
High School Diploma -
William Daylor High School
BBA -
Corporate College Services
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