Summary
Overview
Work History
Education
Skills
Timeline
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Lashawn Smith

Jacksonville,USA

Summary

Driven and dependable Escalation Analyst with strong multitasking abilities and extensive system knowledge. Skilled in problem resolution, process improvement, and delivering effective solutions in fast-paced environments. Highly organized, proactive, and punctual, with a collaborative, team-oriented approach.

Overview

24
24
years of professional experience

Work History

Escalation Analyst -Key Partners Program

Bright House Financial
08.2021 - Current
  • Updated wholesalers and financial professionals on annuity business, ensuring clarity and conciseness
  • Partnered directly with Third-Party vendor to support key financial professionals in distribution team
  • Collaborated with wholesalers and financial professionals to gather outstanding requirements for new applications and post-issue processes
  • Partner cross-functionally to develop and assist with training during implementation.
  • Work on ad-hoc Product Development projects.

Complex Claims Examiner- Associate Support

DXC Technologies
06.2020 - 06.2021
  • Analyzed and processed completed fixed and variable annuity death claims for Metlife and Bright House products.
  • Process annuity claims for metlife and bright house products
  • Review estate, POA, TOA, LOA, Divorce decrees, Trust documents for processing annuity claims
  • Performed cost basis calculations to determine tax implications for annuity claims.
  • Knowledge of federal and state guidelines for SEP/SIRA/IRA, and 403b plans
  • Conducted EDM death match analysis to identify discrepancies in death claims.
  • Cost Basis calculations
  • Reviewed estate, POA, TOA, LOA, divorce decrees, and trust documents to facilitate annuity claims processing
  • EDM Death match
  • Proficient use of Pano, WMA, AWD, CMA, Mainframe, WIN
  • Assisted colleagues in processing annuity claims and resolving Nigo requirements
  • Approved payments within defined authority levels to ensure timely claim resolutions
  • Maintain service level

Prudential Customer Service Associate
03.2018 - 06.2020
  • Answering incoming calls assisting customers regarding their life insurance policies
  • Authenticating clients /Agents
  • Processing premium payments
  • Updating beneficiary arrangement
  • Updating contact info

Amerihealth Caritas
03.2015 - 03.2018
  • Answering incoming calls regarding insurance plan benefits
  • Verify benefits
  • Change primary care doctors
  • Locate specialist
  • Review medical claims and provide claim status for denials and payment information
  • Review authorization for medical services, home health care, and durable medical equipment
  • Submit request for third party insurance
  • Grievances and complaints processing
  • Review patient clinical information to determine authorization requirements
  • Review Medical history and provide medical assessments for case management needs
  • Review DME requests for authorizations

Prudential Claims Examiner
07.2012 - 02.2015
  • Answering incoming calls and processing death claims and Abandoned Property Claims while using dual screens
  • Verify passing of insured via phone or approved websites
  • Beginning the claims process to pay death benefit or approve waiver of premium benefits for disability
  • Reviewing and approving cases
  • Discussing policy information with approved personnel while following state requirements
  • Verifying death benefit amounts and paying claims within a timely manner
  • Calling state, attorney, or beneficiaries with updated information regarding policy payout
  • Contingent role – monitoring ACW and call flow – Monitoring staff breaks/ lunch schedules documenting call outs and overtime.

Assistant Property Manager

Eagles Pointe, C J
05.2007 - 07.2012
  • Responsible for email and phone inquiries, guided tours of the property, lease renewals, new leases, rental payments utilizing windows based computer and onsite and yardi affordable
  • Guided tours
  • Email and phone inquiries
  • Receive and fax rental verifications
  • Accept rental payments
  • Prepare leases
  • Knowledge of eviction process
  • Marketing reports

Customer Service Rep

ADT Security Services
02.2006 - 05.2007
  • Responsible for answering incoming calls, assisting, with trouble shooting faulty systems, and scheduling service
  • Scheduling service for faulty alarm systems
  • Testing systems
  • Answering phones in a call center environment
  • Troubleshooting faulty systems
  • Changing passwords

Senior Bank Teller

Compass Bank
09.2002 - 03.2007
  • Responsible for handling credit card approvals, cash advances, official checks, money orders, and account inquires utilizing windows based computer
  • Balance ATM and cash advance
  • Prepare and fax loan applications
  • Place item holds on checks and deposits
  • Open and close personal / business accounts
  • Audit teller drawers
  • Assist with teller training
  • Cross sell banking products
  • Visit new business for bonus banking referrals

Education

High School Diploma -

William M Raines
Jacksonville, FL

series 6 - undefined

Kaplan Career Institute
Boston, MA

Skills

  • Verbal and Written Communication
  • Analytical Thinking
  • Relaying Complex Information
  • Issue Identification
  • Team Collaboration
  • System Knowledge ( WINWEB, WMA, AWD,Research Wall,CMA)
  • Deadline Adherence

Timeline

Escalation Analyst -Key Partners Program

Bright House Financial
08.2021 - Current

Complex Claims Examiner- Associate Support

DXC Technologies
06.2020 - 06.2021

Prudential Customer Service Associate
03.2018 - 06.2020

Amerihealth Caritas
03.2015 - 03.2018

Prudential Claims Examiner
07.2012 - 02.2015

Assistant Property Manager

Eagles Pointe, C J
05.2007 - 07.2012

Customer Service Rep

ADT Security Services
02.2006 - 05.2007

Senior Bank Teller

Compass Bank
09.2002 - 03.2007

series 6 - undefined

Kaplan Career Institute

High School Diploma -

William M Raines