McKenna Walls

Administrative based work: 10% of responsibilities

• Fill in for Associate Manager when out of the office (i.e. leadership meetings, coachings, etc)
• Review and approve endorsement changes, backdating requests, reinstatements, and high value items for policyholders, agents, or other stakeholders.

Project based work: 20% of responsibilities

• Co-lead Office Hours with Associate Manager (UW Associate file questions)
• Co-lead new hire training and deliver feedback to the Associate Manager
• 2 QA per person, per month and attend monthly QA calibration meetings
• Create and facilitate training sessions based on feedback from Customer Service, QA, Leadership, own observations, etc.
• Answer all UW Associate file questions in Slack channels
• Work with UW Strategy team on various initiatives as needed
• Build workflows for new underwriting queues and create/implement training to underwriting team

Agent home reviews : 70% of responsibilities

• Conduct thorough risk assessments to determine policy eligibility for new business and renewals. Customer and agent policies.
• Work with Associate Manager to streamline agent experience with Underwriting, including working with business partners, like Agency Partner Managers

• Assisted with Senior Underwriting Associate work since May of 2023 (Administrative and Project)
• Conduct thorough risk assessments to determine policy eligibility for new business and renewals. Customer and agent policies.
• Communicate underwriting decisions to agents and policyholders, by providing clear explanations and guidance when necessary.
• Review requests to add "Valuable Items" to existing policies by conducting thorough risk assessment of claims, cancellations, and payment history
• Conduct non-renewals and mid-term cancellations when necessary to mitigate risk and improve profitability.

• Rewrite and resell canceled personal lines auto and property policies
• Process changes to existing auto and property policies
• Review LexisNexis,Motor Vehicle, and clue reports to evaluate and explain risk
• Deliver fast, friendly and knowledgeable service for routine questions and service complaints
• Manage customer calls effectively and efficiently in a fast-paced call center environment
• Conducted training and audits to assess compliance with quality control processes, and identify areas for improvement for new hires
• Collaborated across teams such as underwriting, sales, and service to implement and train to new underwriting guidelines

• Process changes to existing auto policies
• Review LexisNexis,Motor Vehicle, and clue reports to evaluate and explain risk
• Help large volume of customers every day with positive attitude and focus on customer satisfaction.
• Defuse customer concerns with exceptional conflict and problem resolution skills.
• Provide exceptional communication to connect with customers, assess needs and present solutions.
• Verify accuracy of customer account information and update when necessary.