Daylan Marshall
Overview
8
8
years of professional experience
1
1
Certification
Work History
Underwriting Account Service Associate
Zurich Insurance Group
Addison, TX
03.2024 - Current
- Reviews, evaluates and summarizes risk exposures, controls, loss history, and financial condition to aid underwriting decisions around submission acceptance or declination.
- Follows instructions from Underwriters in areas of policy rating, subjective pricing, policy construction, coverages & exclusions, mandatory forms, etc. to accurately quote and issue policies (bonds).
- Provides account servicing support in collaboration with Underwriter and Manager, with responsibility for end-to-end servicing processes for new business, renewals, and endorsements for basic to moderately complex business and products.
- Supports Underwriter with broker/agent/distributor/customer interactions by providing basic customer service skills. Responds to written, verbal telephone inquiries appropriately and on time under close supervision by Underwriter and/or Manager.
- Perform other duties assigned.
Underwriting Account Analyst
Liberty Mutual Insurance
Plano, TX
06.2022 - 03.2024
- Deconstructs submissions by identifying, gathering and entering information into systems, pricing tools and models flagging referral triggers, and initiating/managing requests to internal service providers (e.g., rating)
- Gathers, analyzes and ensures the accuracy of pricing and proposal information (rating and pricing tool output, proposal language, coverage forms and endorsements, financial and legal agreements and offer/ disclosure /election forms) used by the underwriter to complete the coverage review, hazard analysis, pricing strategy and proposal.
- Provides customer service to brokers and agents to facilitate the processing of business answers questions, resolves problems on topics such as policy transactions, billing, and service needs.
- Executes post-sale account management workflow, including initiation of billing, policy issuance, acquisition of account agreements and file documentation.
- Initiates pre-renewal communications via conditional/non-renewal notice draft when necessary Supports the underwriter with mid-term account reviews / stewardship, ongoing service, service planning and endorsements
- Worked on National Accounts with large deductibles.
Casualty Claims Processor
Liberty Mutual Insurance
Plano, TX
02.2020 - 06.2022
- Understand casualty claims including how a casualty claim proceeds throughout its lifecycle.
- Engage with third parties (e.g., injury attorneys, medical providers) to proactively obtain injury / treatment updates and expected recovery dates.
- Secure medical records, investigation and expert reports.
- Use judgment to determine what additional information may be needed to continue moving the claim forward.
- Recognize when the file needs a reserve change and notify the adjuster.
- Proactively notify the adjuster if the information received does not align to the expectations of treatment.
- Carry a pending desk of injury exposures and maintain a diary system.
- Establish action plans based on case facts, best practices, protocols, jurisdictional issues and available resources.
- Document information received within the claim system.
- Provide handling support on a broad range of casualty claim types, including Core, Compex and Business Lines.
- Perform other related casualty support duties as requested, such as answering phones, processing mail, etc.
Auto Claims Rep. - APD Express (Special Project)
Liberty Mutual Insurance
Plano, TX
09.2020 - 12.2020
- Coordinate benefits while applying applicable deductibles, co-insurance, and out of pocket costs.
- Provide customer support to members, providers, billing departments, and other insurance agency's regarding claims, appeals, and eligibility.
- Researched and verified insurance policy coverage.
- Evaluated extent of damage and documented findings.
- Evaluated claims for possible fraud, contacting appropriate department for assistance and further investigation.
- Coordinated direct repair assignments with local body shops and rental vehicles during restoration processes.
- Improved customer satisfaction by finding creative solutions to problems.
- Improved operations by working with team members and customers to find workable solutions.
- Processed payments for repairs in Navigator to body shops or customers.
- Recognized by management for providing exceptional customer service.
Claims Support Customer Care Associate
Liberty Mutual Insurance
Plano, TX
06.2018 - 02.2020
- Performs initial capture of new, inbound Personal Insurance claims; Processes First Notice of Loss (FNOL) and performs enhanced capture steps as needed. Set expectations with customers on when updates on their claim status will be provided and provide contacts for temporary resources such as rental cars or tow trucks.
- Enters and retrieves information of varying complexity using computer systems and applications, such as NAVIGATOR, Claims Examiner Portal, and Administrative Claims Service, to update records, obtain information for others and respond independently to most questions and problems.
- Processes caller transactions accurately and within established Contact Center metric standards through the use of standard work. Manages and utilizes time effectively to ensure the required standards for call capture, service expectations and quality customer outcomes are met.
- Adheres to a published regular weekly schedule for Support tasks and Customer Service phone availability that balances Claims Call Center call volume and Support service level agreements.
Insurance Assistant - Claims Support
Liberty Mutual Insurance
Plano, TX
02.2018 - 06.2018
- Reviews, evaluates and categorizes incoming documents; verifies information for accuracy/appropriateness and follows up with others for missing or questionable data; prepares and assembles documents for additional handling by other associates or for distributing to outside contacts.
- Enters and retrieves information of varying complexity using computer systems and applications to update records, obtain information for others and respond independently to most questions and problems.
- Uses intermediate skills and business knowledge to prepare insurance forms/documents (identification cards, certificates, endorsements, schedules, etc.), correspondence and process other insurance transactions to provide customer service and support efforts to acquire and retain profitable business.
- Processed an average of 50+ claims each day in a timely manner.
- Consistently exceeded metrics expectations.
- Picked up additional work flows to better assist not only the team, but our customers.
Banking Operations Team Lead Assistant
JP Morgan CHASE & Co
Lewisville, TX
11.2017 - 02.2018
- Successfully managed the activities of 50 team members in multiple locations.
- Calibrated with other team leads/managers across the division on certain trends occurring amongst different departments.
- Resolved customer/associate questions, issues and complaints.
- Addressed negative customer feedback immediately.
- Effectively communicated with team members to maintain clearly defined expectations.
- Conducted weekly huddles to discuss workflow, team productivity, newly implemented changes, upcoming events, etc.
- Conducted 1:1 sessions with each team member to discuss metrics and any room for improvement if needed.
- Create/Modify documents in Microsoft Suite. (Word, Excel, PowerPoint)
Banking Operations Transaction Specialist
JP Morgan CHASE & Co.
Lewisville, TX
03.2016 - 11.2017
- The main objective is to expedite the collection of payments due by getting the check that's "in the mail" deposited into the billers account as quickly as possible.
- I have overseen and coordinated the day to day workflow.
- Maintain focus on customer service and quality
- Verified information for accuracy.
- Interfacing with other operations departments to research and resolve inquiries.
- Performed other duties as assigned.
Education
Bachelor of Science - Psychology
Prairie View A&M University
Prairie View, TX2013
High School Diploma -
Skyline High School
Dallas, Texas2008
Skills
- Analytical
- Strong organizational skills
- Computer multitasking
- Active listening skills
- Problem solver
- Team management
- Customer advocate
- Excellent communication skills (Verbally/Written)
- Microsoft Office Suite proficiency
Certification
- Property & Casualty Adjuster License (May 17, 2019)
Timeline
Underwriting Account Service Associate
Zurich Insurance Group
03.2024 - Current
Underwriting Account Analyst
Liberty Mutual Insurance
06.2022 - 03.2024
Auto Claims Rep. - APD Express (Special Project)
Liberty Mutual Insurance
09.2020 - 12.2020
Casualty Claims Processor
Liberty Mutual Insurance
02.2020 - 06.2022
Claims Support Customer Care Associate
Liberty Mutual Insurance
06.2018 - 02.2020
Insurance Assistant - Claims Support
Liberty Mutual Insurance
02.2018 - 06.2018
Banking Operations Team Lead Assistant
JP Morgan CHASE & Co
11.2017 - 02.2018
Banking Operations Transaction Specialist
JP Morgan CHASE & Co.
03.2016 - 11.2017
Bachelor of Science - Psychology
Prairie View A&M University
High School Diploma -
Skyline High School