Cindy McDonald

Underwriter/Customer Relations Specialist

Brighthouse Financial

07.2013 - 11.2020

Analyzed credit, income, compliance, title documents, and appraisals during underwriting process.
Documented underwriting decisions and provided evidence of compliance with applicable regulations.
Provided excellent customer service by addressing inquiries promptly and offering comprehensive explanations of underwriting decisions.
Made approval and denial recommendations by determining accurate risk levels.
Conducted regular audits of underwriting files to ensure accuracy, compliance, and consistency in decision-making processes.
Developed strong relationships with brokers, leading to a higher volume of quality submissions and successful underwritings.
Examined credit reports, financial statements and tax returns to determine repayment capability.
Improved risk assessment accuracy by conducting thorough reviews of loan applications and financial documents.
Reduced company losses by identifying potential risks and recommending appropriate mitigating measures.
Supported review, acceptance, or denial of new or renewal business after carefully reviewing all information.
Identified and resolved application discrepancies for accuracy and compliance with relevant regulations.
Maintained strong relationships with third-party vendors involved in the application process, ensuring smooth transactions for all parties involved.
Built strong relationships with lenders, brokers and clients for constructive communications.
Assisted in developing training materials used to educate new hires on essential job functions, contributing to their successful onboarding and integration into the team.
Increased customer satisfaction through timely communication and efficient handling of loan applications.
Assessed and advised on loan applications utilizing in-depth underwriting process understanding.
Achieved faster turnaround times in application processing by optimizing workflows within the underwriting department.
Mentored junior underwriters, providing guidance on best practices and improving overall team performance.
Collaborated with sales teams to develop competitive pricing strategies for new products, increasing market share.
Ensured compliance with regulatory requirements through diligent monitoring of industry changes and updating internal policies accordingly.
Enhanced underwriting efficiency with the implementation of an automated system for managing application data.
Participated in industry conferences and events, staying current on emerging trends and expanding professional network connections.
Spearheaded initiatives aimed at streamlining workflows between departments, leading to increased collaboration and efficiency across the organization.
Supported review and acceptance or denial of new or renewal business.
Streamlined underwriting processes by creating standardized templates for evaluating applicant qualifications.
Ascertained application viability by verifying collateral values, title reports and appraisals.
Evaluated loan applications for affordability and conformance with underwriting guidelines.
Reviewed applications for insurance coverage and reports from loss control specialists to determine risks.
Determined and documented loan conditions and communicated requirements and decisions.
Supported business development efforts by providing data-driven insights and recommendations for product optimization and expansion opportunities.
Calculated group and individual renewal rates based on customers' background, industry and demographic information.
Negotiated favorable terms with reinsurers, resulting in improved coverage options at lower costs for clients.
Managed a portfolio of high-risk clients, implementing tailored underwriting guidelines to minimize losses while maintaining growth opportunities.
Monitored market conditions and economic trends to identify and limit potential risks.
Conducted ongoing market research to identify trends, enabling the company to adjust its product offerings as needed.
Utilized knowledge of insurance principles, policies and procedures to make decisions on risk assessment.
Scrutinized underwriting performance to identify weaknesses and provide recommendations for improvement.
Studied insurance industry changes, remaining up-to-date with latest trends and protocols.
Evaluated applications to determine insurance coverage and appropriate risk classifications.
Analyzed data to identify trends and predict future insurance needs.
Collaborated with other professionals to develop innovative underwriting solutions.
Developed and implemented underwriting policies and procedures, establishing useful and accurate processing of applications.
Negotiated terms and conditions of coverage with clients to acquire maximum profitability.
Met with customers, agents and brokers to negotiate coverage, price, and service delivery.
Monitored underwriting teams' performance and provided mentoring to achieve personal and department production goals.
Improved customer satisfaction by addressing concerns promptly and providing effective solutions.
Conducted regular performance reviews for continuous improvement in customer service delivery.
Led a team responsible for addressing escalated complaints, resulting in higher resolution rates.
Analyzed customer feedback and implemented strategies to improve customer experience.
Answered product and service questions, suggesting other offerings to attract potential customers.
Streamlined communication processes for increased efficiency in handling customer inquiries.
Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
Served as a liaison between technical support teams and customers to ensure timely problem resolution.
Communicated with customers to assess and address individual needs, providing timely and quality support via [Type] systems.
Maintained accurate records of client interactions, tracking progress towards resolution and identifying trends for process improvements.
Contributed subject matter expertise to monthly [Type] meetings, recommending process improvements for entire department.
Developed training materials to enhance the skills of new Customer Relations Specialists.
Provided accurate information about promotions, customer programs, and products, helping drive high customer retention.
Logged call information and solutions provided into internal database.
Analyzed customer feedback to identify areas for improvement and implemented necessary changes.
Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
Coordinated with cross-functional teams to resolve product-related issues quickly, minimizing impact on customers.
Managed high-volume call center, maintaining professionalism and exceptional quality of support.
Uncovered potential opportunities for upselling by actively listening to customer needs during conversations.
Coordinated with dealers and distributors by delivering quality support and detailed educational information.
Enhanced customer loyalty by delivering personalized service and resolving issues efficiently.
Implemented company policies and procedures, promoting consistency in service delivery across all channels.
Provided guidance to junior team members as a subject matter expert on best practices in customer relations management.
Reduced response times by optimizing workflows and utilizing efficient case management tools.
Established rapport with clients during initial contact, setting the stage for positive interactions throughout their experience with the company.
Collaborated with the sales team to resolve complex client issues, ensuring long-term relationships.
Negotiated favorable outcomes between customers and the organization when resolving disputes or conflicts effectively.
Organized events that fostered customer engagement, strengthening brand loyalty.
Regularly exceeded individual performance metrics while contributing positively to overall team goals.
Managed customer relations on ongoing basis to maximize customer retention.
Delivered superior customer service to strengthen relationships and drive future business revenue.
Conducted training and mentored team members to promote productivity and commitment to friendly service.
Created customer support strategies to increase customer retention.
Monitored metrics and developed actionable insights to improve efficiency and performance.
Maintained statistical database of customers using [Software] for types of customer complaints, resolutions offered by organization and satisfaction rating by customer.
Made customers aware of current and new programs and services.
Liaised between customers and organization with particular focus on working with sales department.
Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
Created activities and engagements to enhance customer experience, knowledge, and patronage.
Managed department call volume of [Number] calls per day and coordinated department schedules to maximize coverage during peak hours.
Worked with clients to address and respond to client and partnership management issues.
Assisted customers with opening accounts and signing up for new services.
Completed opening and closing functions to meet operational needs.
Reinforced established quality control standards and followed procedures for optimal customer interactions.
Produced and implemented customer satisfaction guarantee program which directly resulted in [Number]% increase in sales.
Reviewed overdue tickets and followed-up with customer support personnel to resolve root cause of delay.
Built partnerships with diverse internal teams and sales, finance, and operations departments to streamline processes.
Educated customers about [Product or Service] options and processed purchases.
Developed summaries to assess each client's participation level and determine targets for follow-up plans.
Developed and implemented standards for staff to provide consistent service to customers.
Assisted with conflict resolution during partnership negotiations and acquisitions.
Directed [Number]-person team of customer service personnel while helping front-line team members work effectively with over [Number] daily customers.
Used consultative techniques to understand customer needs and make strategic referrals to business partners.
Created training guides and in-person and online training courses to improve customer user experience in [Software] environment.
Certified in [Area of certification] for conflict resolution.
Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Educated customers about billing, payment processing and support policies and procedures.
Investigated and resolved customer inquiries and complaints quickly.
Cross-trained and provided backup support for organizational leadership.
Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Followed up with customers about resolved issues to maintain high standards of customer service.
Exhibited high energy and professionalism when dealing with clients and staff.
Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
Responded proactively and positively to rapid change.
Reduced process inconsistencies and effectively trained team members on best practices and protocols.
Enhanced productivity levels by anticipating needs and delivering outstanding support.
Trained new personnel regarding company operations, policies and services.
Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Sought ways to improve processes and services provided.
Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
Developed and updated databases to handle customer data.
Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Delivered prompt service to prioritize customer needs.
Met customer call guidelines for service levels, handle time and productivity.
Maintained up-to-date knowledge of product and service changes.
Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Promptly responded to inquiries and requests from prospective customers.
Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Managed timely and effective replacement of damaged or missing products.
Trained staff on operating procedures and company services.
Increased efficiency and team productivity by promoting operational best practices.
Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
Investigated and resolved accounting, service and delivery concerns.
Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
Cross-trained and backed up other customer service managers.
Implemented and developed customer service training processes.
Increased efficiency and performance by monitoring team member productivity and providing feedback.
Resolved associate, tool and service delivery issues revealed by statistical reports.
Created and maintained detailed database to develop promotional sales.

Summary

Overview

Work History

Solutions Delivery Quality Assurance Analyst

Underwriter/Customer Relations Specialist

Education

No Degree - Business

Skills

Certification

Timeline

Solutions Delivery Quality Assurance Analyst

Underwriter/Customer Relations Specialist

No Degree - Business

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