Joanne Tomlinson
Jacksonville
Summary
Consistently maintaining exceptional customer service and quality assurance scores, earning top producer honors. Thriving in fast-paced, multi-functional environments, leveraging skills to achieve both company and personal goals. Passion for research and problem resolution for both external and internal customers, ensuring the highest possible client experience. Strong work ethic emphasizing follow-through, effective communication, and doing the right thing in every position held. Extensive experience evaluating insurance claims to ensure compliance with policies and regulations. Strong analytical skills to identify discrepancies and facilitate accurate resolutions while maintaining detailed records and providing exceptional customer service. Proven track record in resolving complex claims and ensuring compliance with industry standards. Demonstrated ability in utilizing analytical skills and attention to detail to support team goals and improve operational processes.
Overview
34
34
years of professional experience
Work History
Life Claims Analyst II
Mutual of Omaha
12.2022 - Current
- Demonstrated a high level of accuracy and attention to detail in reviewing claim documentation for approval or denial decisions.
- Receive incoming claim calls from family members/funeral homes/agents and attorneys. Research, process, document and pay life insurance claims.
- Maintained strict confidentiality with all personal data as per company guidelines.
- Analyze policy verbiage/coverage vs. policy applications, medical records, divorce decrees, cause of death verifications, work with Attorneys and Law Enforcement agencies on Homicide claims.
- Work incoming claim documentation such as claim forms, medical records, Foreign Death claims, contestable claims and claims with minor beneficiaries.
- Work on the support team to assist team members with questions regarding claims, take escalation calls and make educated decisions based on company policies and standard operating guidelines.
- Work death notifications from state agencies matching our data base and utilize company tools to locate family members/beneficiaries to advise of potential benefits.
- Enhanced customer satisfaction by resolving complex claims issues in a timely manner.
- Conducted thorough investigations into each claim, gathering relevant data and documentation to support decision-making processes.
- Reduced claims processing time by implementing efficient analytical techniques and strategies.
- Provided exceptional customer service by promptly addressing inquiries from policyholders, agents, and other stakeholders regarding the status of their claims.
- Streamlined workflow processes for improved efficiency and reduced claim resolution times.
- Mentored junior team members, sharing expertise in claims analysis techniques and fostering professional growth within the department.
Mortgage Loan Processor
Interconnect Mortgage
12.2021 - 06.2022
- Reviewed borrower's loan applications, income/asset documents
- Reviewed credit history and based on my review, requested any additional documentation, letters of explanation that would provide underwriting with a clear picture of the applicants ability to repay debt
- Worked with multiple lenders and their processing systems to enter data relevant to the transaction
- Request Title Commitments, Homeowners and Flood Ins
- Order Appraisals and reviewed upon receipt to ensure property met HUD, FHA, VA guidelines
- Once loan approval was received, prepare loan package for the Lenders closing departments, ensuring all TRID guidelines/deadlines were followed and met
- Responded quickly to questions from Borrowers, Loan Officers, Title Co's
- Once file was closed, assisted the Post Closing Department in obtaining any documentation that was omitted or incorrectly executed
Payment Processing Specialist
EXP Realty
09.2019 - 06.2021
- Review documents and file notations for Agent's commission based on Sales Contract, MLS Listing, Listing Agreements and any outside Referral Agreement or internal splits by EXP agents
- Research Agent's capping and transaction reports to ensure Agents company dollars are calculated correctly and notated in files
- Update systems with notations of Agent's commissions and issue Closing Authorization to Agents and Title Companies
- Upon settlement of files, review closing documents and any required documentation of changes in the transaction are received and match CDA and notes in file to meet investor requirements
- Assist Agents and Brokers with any questions and research if necessary to provide them the correct information for concerns they may have
- Ensure file pipeline is worked efficiently to meet requirements set forth by management
Sr Underwriting Quality Analyst
PNC Mortgage
02.2017 - 09.2019
- Company Overview: Contractor
- Review new incoming FHA, VA, Jumbo, USDA and Conventional loan applications for accuracy and completeness
- Review and analyze borrowers Income, assets, liabilities and other documentation pertinent to each loan program
- Organize and input verified loan information into company Loan Origination and DU/LP systems
- Ensure receipt of required documentation as set forth by DU/LP, FNMA, FMAC, FHA, VA and company Policy/Product guidelines
- Maintain DP pipeline reports in order to follow up with Loan Officers and customers
- Research and resolve escalations from customers, Sales Managers, and Loan Officers with urgency to ensure they are handled quickly and accurately
- Maintain communication with all parties until issues are resolved
- Complete final evaluation and analysis of completed application package and submit file to underwriting for final loan decision
- Train and coach associates on pipeline management and best practices for working in a fast paced environment
- Maintain workflow coverage while associates are out of the office
- Contractor
Mortgage Loan Processor III
RP Funding
04.2016 - 12.2016
- Company Overview: Contractor
- Receive and review customer's income, assets and credit history
- Calculate income and assets, update LOS and DU/LP systems based on verified information
- Review appraisals, title commitments, surveys and homeowners/flood insurance to ensure properties meet qualification and coverage guidelines
- Inform customers, loan officers and agents of any updates and/or discrepancies
- Submit completed loan package to underwriting for final loan approval
- Proactively monitor and perform daily updates to customer contact and pipeline management reports to ensure customer contact, closings and rate locks are maintained in a timely manner
- Contractor
Loan Processor III
Digital Risk
06.2015 - 03.2016
- Company Overview: Contractor
- Complete initial review of loan application for income and credit worthiness in compliance with company policies and secondary market guidelines
- Review and update LOS and DU/LP with customer verified income, asset, credit history and obtain any required documentation required by DU/LP findings
- Review appraisals, title commitments and hazard/flood insurance to ensure properties meet qualification and coverage guidelines
- Notify customers, loan officers and agents of any discrepancies found
- Work pipeline and customer contact reports efficiently to ensure rate locks are honored, customers are kept informed and loan closings are met in a timely manner
- Coached employees on best practices of pipeline management in a fast paced environment
- Contractor
Workflow Coordinator/Sr Loan Processor
Bank of America
04.1991 - 10.2013
- Receive, research and resolve escalations from customers, Sales Managers, Loan Officers and associates with urgency to ensure they did not reach management level
- Prepare daily and month end reporting for upper management based on the team's funding goals and progress
- Managed pipeline disbursement of 14 loan processors and assisted when associates were out of the office
- Assisted management with employee reviews based on performance and goals set forth for each quarter
- Review new incoming FHA, VA, Jumbo, USDA and Conventional loan applications for accuracy and completeness
- Organize and input verified loan information into company Loan Origination and DU/LP systems
- Ensure receipt of required documentation as set forth by DU/LP, FNMA, FMAC, FHA, VA and company Policy/Product guidelines
- Complete final evaluation and analysis of completed application package and submit file to underwriting for final loan decision
- Proactively monitor and perform daily updates to customer contact and pipeline management reports to ensure customer contact, closings and rate locks are maintained in a timely manner
- Trained and coached employees on best practices of pipeline management in a fast paced environment
Education
High school diploma -
Samuel W. Wolfson High School
Jacksonville, FL01.1985
Skills
- Financial Services Expertise
- Effective Negotiation Skills
- Compliance with Fair Housing Standards
- Credit Risk Assessment
- Claim investigation
- Claims analysis
- Coaching and mentoring
- Interpersonal and written communication
- Critical thinking
- Customer service and support
- Decision-making
- Team collaboration
- Settlement negotiations
- Policy interpretation
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Life Claims Analyst II
Mutual of Omaha
12.2022 - Current
Mortgage Loan Processor
Interconnect Mortgage
12.2021 - 06.2022
Payment Processing Specialist
EXP Realty
09.2019 - 06.2021
Sr Underwriting Quality Analyst
PNC Mortgage
02.2017 - 09.2019
Mortgage Loan Processor III
RP Funding
04.2016 - 12.2016
Loan Processor III
Digital Risk
06.2015 - 03.2016
Workflow Coordinator/Sr Loan Processor
Bank of America
04.1991 - 10.2013
High school diploma -
Samuel W. Wolfson High School
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