Jennifer Cooke
Morgantown,WV
Summary
Results-driven and detail-oriented professional with experience in underwriting support, customer service, and hospitality. Skilled in handling inquiries, resolving issues, and providing exceptional service to customers and clients. Strong organizational and communication abilities with a track record of achieving goals and exceeding expectations. Seeking a challenging position in underwriting or customer service to utilize my skills and contribute to the success of an organization.
Overview
14
14
years of professional experience
Work History
Underwriting Support Team Member
USLI
11.2021 - 05.2024
- Distribute submissions to New Business Underwriting teams on a continuous rolling basis throughout the day
- Maintain and update distribution spreadsheets
- Read and respond to any changes to calendars
- Handle underwriter inquires
- Distribute and handle questions and requests from underwriters regarding distribution processes
- Read and distribute emails received in the Auto Print mailbox
- Process Non-Monetary endorsements including updating the mailing address and retail agents on policies
- Flag expiring policies for closure via customer/agent request
- Process Loss Runs, as well as resend copies of policies, binders and endorsements to customers requesting them
- Investigate undeliverable emails to customers and identify correct contacts
- Review and update delivery preference for customers
- Attend weekly huddles with team members sharing questions and new issues that arise
- Cross train with existing team members on multiple areas of work and train new team members as necessary
- In spare time, team members will assist with importing emails to be scanned into FEITH.
Underwriting Assistant
IOAre
09.2019 - 11.2021
- Decrease value of policy when risk is substandard and specify applicable endorsements or apply rating to ensure safe profitable distribution of risks, using reference materials
- Decline excessive risks
- Write to field representatives, medical personnel, and others to obtain further information, quote rates, or explain company underwriting policies
- Review company records to determine amount of insurance in force on single risk or group of closely related risks
- Examine documents to determine degree of risk from such factors as applicant financial standing and value and condition of property
- Authorize reinsurance of policy when risk is high
- Evaluate possibility of losses due to catastrophe or excessive insurance.
Customer Service Representative
Aetna
08.2013 - 09.2019
- Answered questions and resolved issues based on phone calls/correspondence from members, providers, and plan sponsors
- Used applicable system tools and resources to accurately respond to member inquiries
- Triaged resulting rework to appropriate staff
- Documented and tracked contacts with members, providers and plan sponsors
- Explained member's rights and responsibilities in accordance with plan contract
- Determined medical necessity, applicable coverage provisions and verified member plan eligibility relating to incoming correspondence
- Handled incoming inquiries for appeals and pre-authorizations handled by Clinical Claim Management
- Performed review of member claim history to ensure accurate tracking of benefit maximums and/or coinsurance/deductible
- Accessed and updated member billing information and received payments verbally
- Ability to maintain above average accuracy and production standards
- Set appropriate expectations when resolving problems while remaining calm and non-defensive in problem situations
- Probed for both facts and feelings of a dissatisfied constituent to better meet constituent needs
- Researched and analyzed complex healthcare claims, pharmacy, lab data, and managed COB processes
- Performed claim investigations and resolved or escalated for resolution.
Head Hostess
Redstone American Grill
01.2012 - 08.2014
- Responsible for scheduling dining reservations for guests both in advance as well as when they arrive at the restaurant
- Responsible for answering the phones and taking to-go orders while entering the information into the Aloha system to ensure accurate and timely orders are placed
- Responsible for greeting guests as they arrive and escorting them to their seats as well as providing and explaining the menu and any specials
- This also includes answering any questions that the customers may have
- Directing and instructing the dining room personnel on customer needs to ensure customers always receive fast and quality service
- Responsible for customizing any special needs or request accommodations for large groups, children, and individuals with disabilities and ensuring all their requirements are met
- Inspecting and maintaining the dining facilities to ensure the cleanliness and order for all guests.
Customer Service Associate
Payless Shoe Source
03.2010 - 05.2011
- Responsible for opening and closing the store daily
- Provided quick and thorough customer service by identifying the customer needs and using sales skills to help them find what they were looking for
- Maintained racks, overstock, and incoming shipments
- Responsible for shipment processing: breaking down shipment and representing all the new merchandise through transactions entered into the store system
- Achieved and maintained monthly and yearly sales goals.
Education
Pennsbury High School
Fairless Hills, PA05.2010
Skills
- Customer Service- Over 10 years of experience
- Proficient in Microsoft Office
- High level of attention to detail
- Ability to work independently and in a group setting
Timeline
Underwriting Support Team Member
USLI
11.2021 - 05.2024
Underwriting Assistant
IOAre
09.2019 - 11.2021
Customer Service Representative
Aetna
08.2013 - 09.2019
Head Hostess
Redstone American Grill
01.2012 - 08.2014
Customer Service Associate
Payless Shoe Source
03.2010 - 05.2011
Pennsbury High School