Joyce Blossom
Charlotte,NC
Summary
Experienced Claims Specialist with 5+ years in insurance claims processing. Proven track record of reducing claims resolution time by 50% while maintaining 100% accuracy. Skilled in customer service, best practices and claim adjudication.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Customer Service Associate, Remote Contact Center
Lincoln Financial Group
Charlotte, NC
10.2021 - 07.2022
- Handled incoming customer, agent and broker inquiries regarding life insurance and financial products
- Resolved escalations, identified solutions and took appropriate actions to meet company guidelines and compliance standards
- Processed account changes, premium payments and reinstatements on applicable life products
- Maintained a 95% metric quality and service level agreement
Senior Associate-Customer Service, Inforce Contact Center
AXA Equitable Life Insurance
Charlotte, NC
08.2013 - 02.2020
- Resolved advisors, broker and policyholder complex complaints to minimize escalations on multiple life insurance products raised to upper management via outgoing and incoming calls in addition to chat and email
- Trained and created new employees mentoring programs
- Participated in training sessions covering existing and new life insurance products
- Successfully managed heavy call volumes while maintaining a high degree of professionalism in addition to achieving corporate metrics and SLA goals
Total Loss Claims Adjuster
Travelers Property Casualty Insurance Co.
Charlotte, NC
05.2005 - 08.2009
- Negotiated, mitigated, and adjudicated automobile claims with attorneys, claimants and policyowners in a timely manner
- Managed and processed legal time sensitive paperwork within department specific guidelines to maintain financial accuracy
- Established immediate contact with attorneys, policyholders, and claimants to mitigate claim resolution set within Best Practices determining the appropriate financial reserves and time guidelines
- Strong organizational skills to manage multiple queries based on priority and sensitivity level for diaries and claim caseloads
- Consistently maintains licensure with meeting yearly continuing education classes to ensure compliance guidelines with various state laws
Customer Service Representative, Call Center
The Equitable
Charlotte, NC
01.1999 - 05.2005
- Answered 60 to 70 calls daily from agents, brokers and policyowners resolving detailed life insurance policy questions with one call resolution
- Processed death claim calls while answering transferred interdepartmental calls
- Succeeded daily exceeding the call center corporate metrics required
Education
Associates of Arts Degree - Accounting
Florida State College
Jacksonville, FLSkills
- Insurance knowledge
- Claim adjudication
- Determined coverage status
- Managed claims inbox
- Risk management
- Interpreted insurance brochures and products
- Insurance license
- Time management
Certification
Adjuster License, North Carolina Department of Insurance
Timeline
Customer Service Associate, Remote Contact Center
Lincoln Financial Group
10.2021 - 07.2022
Senior Associate-Customer Service, Inforce Contact Center
AXA Equitable Life Insurance
08.2013 - 02.2020
Total Loss Claims Adjuster
Travelers Property Casualty Insurance Co.
05.2005 - 08.2009
Customer Service Representative, Call Center
The Equitable
01.1999 - 05.2005
Associates of Arts Degree - Accounting
Florida State College
Similar Profiles
Jonathan JamesJonathan James
Senior Account Director at Lincoln Financial GroupSenior Account Director at Lincoln Financial Group
Justin VanWykJustin VanWyk
Relationship Manager - Account Executive at Lincoln Financial GroupRelationship Manager - Account Executive at Lincoln Financial Group
Sandra PurcellSandra Purcell
New Business Case Manager at Lincoln Financial GroupNew Business Case Manager at Lincoln Financial Group
Kevin DoughertyKevin Dougherty
Hospitality Manager, Guest Servies, Bayhost at TopGolfHospitality Manager, Guest Servies, Bayhost at TopGolf
Anthony GibsonAnthony Gibson
Painter, Maintenance at Wallace &Green Residential PaintingPainter, Maintenance at Wallace &Green Residential Painting