DIANA MARIE HOELER
Aurora,CO
Summary
Dedicated professional with history of meeting company goals, and utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organization. Motivated to learn, grow and excel.
Overview
8
8
years of professional experience
1
1
2023 AHIP Certification
1
1
Certificate
Work History
Health Insurance Benefits Advisor
MEDICAREINSURANCE.COM
Centennial, CO
06.2022 - Current
- Help provide Medicare beneficiaries with education and assistance on Medicare Advantage product
- Identify prospective enrollees and determine eligibility for Medicare Advantage products
- Compare and recommend policies to customers based on analysis of their needs
- Sell products by explaining basic policy details and offering competitive rates, discounts, and incentives
- Provide outstanding client service and support
- Maintain relationships with existing customers over phone
- Meet and exceed sales goals on monthly basis recently exceeding 60 and 80 sales in one month
Amazon Flex Driver/General Warehouse Associate
Amazon
Thornton, Colorado
03.2022 - 06.2022
- Delivered goods and products to customer on time and in excellent condition.
- Achieved consistent safety targets by adjusting driving to different road and traffic conditions, balancing loads and avoiding dangerous driving actions.
- Loaded and secured items in trucks to avoid damage to parcels during delivery.
- Upheld high standards of professionalism and discretion when working with high-value clients.
Mortgage Systems Design Analyst
Cardinal Financial Company
Charlotte, NC
12.2021 - 03.2022
- Identified and resolved problems through root cause analysis and research.
- Validated results and performed quality assurance to assess accuracy of data.
- Gathered, organized and input information into digital database.
- Evaluated and adopted new technologies to address changing industry needs.
- Investigated and addressed system issues to enhance usability and improve functionality.
Wholesale Mortgage Client Advocate
Cardinal Financial Company
Charlotte, NC
07.2020 - 12.2021
- Worked with over 10 Mortgage Loan Brokers to manage pipeline movement and expedite the mortgage loan process at every milestone and mediate any challenges at loan level
- Provided liaison support for Clients, Sales and internal operations groups to identify or process loan related issues
- Addressed and resolved issues for brokers to improve processes and provide a competitive advantage through customer relationships and operational excellence
- Built relationships with the Production Team, Operational Associates & Clients to create a collaborative working environment, maintain high morale and foster retention among
- Assisted Account Executives with broker onboarding and ongoing training into the proprietary mortgage processing system
- Shared ideas and best practices for success; served as a peer mentor when called upon
- Assisted sales in developing growth strategies and increasing market share opportunities based on market research, competitive intelligence and conversational feedback from clients
Mortgage Subject Matter Expert/Team Lead
Cardinal Financial Company
Charlotte, NC
08.2019 - 07.2020
- Collaborated with senior management and business line management to identify and prioritize new concepts for development and launch.
- Developed business cases, presentations and reports for senior management.
- Collaborated with sales, underwriting, closing, funding and management teams to ensure loans are being processed with attention to detail, accuracy, and within compliance of corporate, agency and regulatory policies
- Responsible for finding solutions to challenging scenarios or loan conditions with the ability to find creative and acceptable solutions for restructuring loans in addition to explaining the conditions to brokers
- Addressed, resolved and responded to any customer concerns related to the processing of the loan or broker experience as it relates to the underwriting approval and surrounding requirements while providing exceptional customer service
- Maintained a loan processing team of 15 employees
- Onboarded 92 new Transaction Assistant’s in four months from home during a pandemic
- Designed and implemented a new onboarding schedule and created a Google Classroom with quizzes and quick access to task information
- Trained other employees on how to work in and use FreshDesk Ticketing support system
Mortgage Support Specialist
Cardinal Financial Company
Charlotte, NC
09.2017 - 08.2019
- Researched, diagnosed, troubleshot to identify solutions to resolve system, process or experience issues for all internal and external customers
- Utilized email and chat applications to give those requesting support super quick answers to simple issues
- Represented the organization to internal and external customers and vendors by providing exceptional communication skills both orally and in writing
- Followed standard procedures to research and identify solutions to software and hardware issues for proper escalation of unresolved issues to the appropriate internal teams
- Ensured daily, weekly and monthly internally specified requirements were met surrounding successful follow-up, task completion, and most importantly, customer satisfaction.
Mortgage Loan Processor
Cardinal Financial Company
Charlotte, NC
10.2016 - 09.2017
- Collaborated with Loan Officers to provide timely, accurate service for clients throughout entire mortgage process.
- Prepared file for final clear-to-close by branch underwriting management.
- Ordered documentation to supplement applicant information which included, but was not limited to, credit report updates, appraisals, title reports, insurance binders, and income verifications
- Worked as a team with sales and processing teams to ensure the loans in pipeline are being processed with attention to detail, accuracy, and within compliance of corporate policies
- Address, resolve, and respond to any consumer concerns related to the processing and/or document collection of the loan
- Represent the organization's internal and external customers through generating outstanding written and oral correspondence
Education
Associate of Applied Science - Business
Northern Virginia Community College
Annandale, VA07.2012
Standard High School Diploma -
J. W. ROBINSON SECONDARY SCHOOL
Fairfax, VA06.2009
Skills
- Critical Thinking
- Direct Marketing
- Customer Relationship Management
- Mortgage Industry Knowledge
- Health Insurance Industry Knowledge
- Medicare Compliance
Certification
- Medicare Health Insurance License - 2022-2023
- AHIP (America's Health Insurance Plans) Certified - 2022-2023
- Medicare Advantage appointed with multiple carriers such as Anthem, Aetna, Cigna, CloverHealth, Florida Blue, Humana, KelseyCare, Molina, UnitedHealth, Wellcare, Zing, and more.
Timeline
Health Insurance Benefits Advisor
MEDICAREINSURANCE.COM
06.2022 - Current
Amazon Flex Driver/General Warehouse Associate
Amazon
03.2022 - 06.2022
Mortgage Systems Design Analyst
Cardinal Financial Company
12.2021 - 03.2022
Wholesale Mortgage Client Advocate
Cardinal Financial Company
07.2020 - 12.2021
Mortgage Subject Matter Expert/Team Lead
Cardinal Financial Company
08.2019 - 07.2020
Mortgage Support Specialist
Cardinal Financial Company
09.2017 - 08.2019
Mortgage Loan Processor
Cardinal Financial Company
10.2016 - 09.2017
Associate of Applied Science - Business
Northern Virginia Community College
Standard High School Diploma -
J. W. ROBINSON SECONDARY SCHOOL
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