MARLO D. PATTERSON
Kinsale Insurance
Richmond,Virginia
28
years of professional experience
Results-driven financial services professional specializing in underwriting and mutual funds administration. Demonstrates strong analytical and problem-solving skills while effectively managing time and prioritizing tasks. Proficient in various software applications, delivering impactful results through collaboration and independent efforts.
Work History
Underwriter Assistant
1 Year 10 Months- Book and issue all policies and endorsements for assigned underwriting divisions. Process all Premium Finance Company correspondence. Assisted with sending insured loss runs to requesting parties. Assist with submission clearance and other responsibilities on an ongoing basis as requested by the manager.
- Complete policy booking and issuance within five business days of transaction’s referral.
- Complete policy endorsement issuance within two business days of transaction’s referral.
- Delivered all policies and endorsements electronically within one business day of QA approval, ensuring timely access for stakeholders.
- Entered received submissions accurately within 15 minutes of receipt, maintaining workflow efficiency as requested by manager.
- Performed additional tasks as requested by management to support team objectives.
Investor Service Representative – Mutual Funds
2 Years 6 Months- Work in a dynamic inbound contact center assisting people reach their personal financial goals. Establishing new accounts, processing various transactions such as contributions, withdrawals, and maintenance, and educating customers on the legal requirements and certifications needed.
- Ensured high quality and consistency for customers by processing and servicing accounts accurately.
- Developed comprehensive understanding of products, services, policies, procedures, regulations, and laws to enhance service delivery.
- Research and analyze issues, escalating to management for further assistance.
- Research and analyze issues, escalating, when necessary, to ensure successful outcomes and problem resolution.
Sr. Denial Specialist
2 Years 9 Months- Contact insurance companies to determine reasons claims are unpaid, correcting, and resubmitting claims in a timely manner to ensure payment, identifying trends in denied payments by insurance companies to remediate issues, identifying changes with insurance company policies to ensure compliant billing, communicating with other departments to resolve denial issues and submitting appeals in a timely manner
- Contacted insurance companies to determine reasons for unpaid claims, corrected and resubmitted claims to secure payment, identified trends in denied payments to remediate issues, monitored changes in insurance policies to ensure compliant billing, and collaborated with other departments to resolve denial issues and submit appeals promptly
- Mentored Denial Specialist team members to enhance skills in the denials and appeals process, fostering professional development
- Executed duties aligned with mission of Ensemble Health Partners while ensuring adherence to regulatory compliance requirements
Sr. Judgmental Decision Coordinator – Underwriting Operations
10 Years 3 Months- Assess and analyze customer/applicant financial conditions to determine “Credit Worthiness” including Credit Card Lending and/or Lines of Credit using both quantitative and qualitative analysis.
- Conducted risk assessments using credit bureaus and financial information.
- Developed and analyzed credit criteria and strategies for core loan and credit line acquisition programs, aligning offerings with market demands.
- Collaborated with management to identify and implement process improvements across multiple accounts, enhancing operational efficiency.
- Acted as Underwriting Subject Matter Expert (SME) and applied knowledge and skills to predict, spend, and assess propensity for charge-offs.
HVS Heavy Spend Disputes Specialist – Card Services
11 Months- Facilitated account billing dispute resolutions through 'One Call Resolution' for retail and business customers, adhering to Visa and MasterCard guidelines.
- Leveraged various tools to efficiently gather and analyze information, enabling informed decisions that resolved billing disputes in favor of cardholders.
- Demonstrated extensive knowledge of company products and procedures, enhancing customer support and dispute resolution processes.
Operation Specialist – Mutual Funds
2 Years 8 Months- Received and resolved in-bound inquiries regarding networking and Mutual Fund transaction rejections from firms associated with Wachovia Securities.
- Followed established policies, procedures and guidelines for operational inquiries and issues.
- Supported team in achieving monthly service level targets.
- Acted as a learning partner and resource by staying current on all firm’s operational policies, procedures, and processes.
Workflow Coordinator – Small Business Lending
7 Years 7 Months- Managed the workflow to ensure credit packages/files are properly distributed among the specialist and officers by rotating and assigning them appropriately.
- Verified alignment of incoming transmittals with appropriate credit packages to ensure accurate processing.
- Acted as the point of contact for correspondence originators to facilitate accurate and timely delivery of credit package documentation.
- Managed workflow for distribution of credit packages/files among specialists and officers through effective rotation and assignment.
- Verified that incoming transmittals were aligned with the appropriate credit packages.
- Prepared and distributed credit packages to teams (Sales Associates, Client Managers, Approval Officers, Business Credit Specialist) to facilitate timely processing.
- Prepared and scanned documents in Virtual Imaging System.
Education
High School Diploma
Skills
Proficient with the following applications/software: Windows XP
Microsoft Office Suite
Microsoft Outlook
Client Reporting System
Customer Information System
TSYS
Merlin
and Credit Browser
Underwriting guidelines
Analyzing data
Documentation review
Data analysis
Timeline
Underwriter Assistant
Kinsale Insurance
10.2024 - CurrentRead More
Investor Service Representative – Mutual Funds
SS&C Technologies
04.2022 - 10.2024Read More
Sr. Denial Specialist
Ensemble Health Partners
06.2019 - 03.2022Read More
Sr. Judgmental Decision Coordinator – Underwriting Operations
Capital One
11.2008 - 02.2019Read More
HVS Heavy Spend Disputes Specialist – Card Services
HVS Heavy Spend Disputes Specialist – Card Services
11.2008 - 10.2009Read More
Operation Specialist – Mutual Funds
Wachovia Securities
03.2006 - 11.2008Read More
Workflow Coordinator – Small Business Lending
Bank of America
08.1998 - 03.2006Read More
Armstrong High School
High School Diploma
Read More
AWARDS AND RECOGNITION
Recipient of “Best in Class” corporate awards for achieving overall outstanding productivity and quality metrics., Recognized for volunteering for middle school “Choice” program and Junior Achievement programs., Recognized for volunteering with “Excel to Excellence” team excel at Varina High School as a team leader.