Nicholas Madelone
Jacksonville
Summary
With 15 years in the insurance industry—spanning auto, travel, and employee benefits. I bring experience in claims, sales, product development, and customer service.
My diverse background also includes people management and talent acquisition. Currently, as an Associate Product Manager at Protective Life, I drive product and business development while ensuring compliance along the way.
I am passionate about continuous learning, whether it is exploring new concepts in insurance, or chasing curiosity down unexpected rabbit holes based on a random fact I hear.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Associate Product Manager
Protective Life
11.2024 - Current
- ShelterPoint Life was acquired by Protective Life on Nov. 1, 2024, and serves as the “Employee Benefits Division”.
- My job duties and function remain identical to my product management role with ShelterPoint.
Product Management Analyst
ShelterPoint Life Insurance Company
10.2023 - 10.2024
- Perform industry and product competitive analysis to support product, marketing, and sales strategies.
- Administrator of a department knowledge database regarding products and their rules and eligibility. This tool is utilized by front line staff and must be monitored regularly.
- Monitor compliance software (RegEd) for regulatory changes pertaining to filed products in a particular state, and work with necessary departments to make changes if needed.
- Host monthly team meetings to share ideas, maintain chemistry, and communicate any other items of importance.
- Assist in project work to facilitate product and/or business development to increase revenue.
- Work with Marketing and Technology departments to develop sales tools and collateral material.
- Review new product filing works and manage database and approvals.
Claims Supervisor
ShelterPoint Life Insurance Company
09.2021 - 09.2023
- Provide daily oversight of claims personnel, ensuring adherence to procedures, processes, and turnaround times.
- Manage attendance, timecard approvals, and performance reviews of assigned claims examiners.
- Host weekly team meetings, as well as a 1:1 meeting to ensure all team members have the platform to communicate with each other, and myself with any current workloads, questions, or concerns.
- Handle escalated or complex calls and claims situations.
- Source, interview, hire, and train department candidates as needed.
Senior Disability / Paid Family Leave Claims Examiner
ShelterPoint Life Insurance Company
04.2021 - 09.2021
- Acted as a subject matter expert for Disability and Paid Family Leave benefits.
- Conducted training and quality reviews of new claims examiners.
- Assisted in the creation and updating of department SOP’s and workflows.
- Handled complex calls and complaints with empathy, efficiency, and teamwork.
- Performed audits of pending claim payments and denials, coaching colleagues where necessary.
- “Project TMT”
- January 2021 - September 2021
- Planned and carried out efforts to separate from a contracted TPA, of which was responsible for a major source of production for the organization. Myself and the team sourced, interviewed, and trained 31 candidates for claims examiner roles.
- Achieved a roughly 25% savings in annual expenses.
Disability / Paid Family Leave Claims Examiner
ShelterPoint Life Insurance Company
11.2017 - 04.2021
- Investigate and secure claimant, employer, and healthcare provider information required to adjudicate claims.
- Review claimant, employer and medical information along with other documentation submitted to determine DBL/PFL eligibility, claim duration & benefits payable.
- Understand and apply DBL & PFL laws & regulations.
- Make determinations to approve, pend, or deny claims consistent with department turn-around and accuracy standards on all assigned claims.
- Manage continuous claims and/or intermittent DBL/PFL claims, including obtaining additional information as required.
- Foster strong relationships with brokers and policyholders alike.
- Conduct claim audits and reviews for newly onboarded claims examiners, to ensure quality and consistency within department objectives.
Claims Specialist II
Aon
03.2015 - 11.2017
- Review and interpret claim forms and other pertinent documents in order to effectively, and accurately adjudicate claims; while adhering to policy guidelines and exclusions.
- Handle complex phone calls at times
- Adequately set financial reserves in anticipation of claim payments.
- Consistently meets service level objectives
- Assist with training and shadowing of new claims examiners
Licensed Insurance Sales Producer
State Farm Insurance Company
12.2014 - 02.2015
- Ensure agency sales goals are met.
- Educate customers with financial and insurance needs.
- Place cold and follow up calls to prospects and potential customers.
- Assist customers with billing inquiries and issues.
Bodily Injury Claims Processor
State Farm Insurance Company
03.2013 - 11.2014
- Investigate claims with the review of police reports, scene photographs, and videos.
- Carry out property damage claims to conclusion, and review vehicle damage estimates.
- Discuss client injuries and medical treatment with claimant's attorneys.
- Support multiple claims representatives and assist with their caseloads.
- Ensure time sensitive legal documents are reviewed, and addressed appropriately.
- Work effectively in a fast paced, team environment
Retail Parts Professional / Shift Supervisor
Advanced Auto Parts
03.2009 - 03.2013
- Generate nightly recap reports for upper management review of store performance.
- Promote team effort with sales associates to ensure store sales goals are attained.
- Perform store opening / closing procedures depending on shift.
- Impart superior customer services in a sometimes difficult or immediate circumstance.
- Assist in periodic inventory management tasks.
- Train new team members.
No-Fault Technical Assistant
MetLife Auto & Home
06.2010 - 04.2012
- Understand and apply New York and New Jersey PIP regulations as required.
- Assist medical providers and attorneys regarding the resolution of billing inquiries.
- Issue payments for No-Fault medical bills.
- Assist with training and shadowing of new team members
- Dispense No-Fault forms to eligible injured parties or their attorneys.
- Operated front entrance and performed reception duties on a rotational basis.
Mason / Maintenance
Galesi Group
11.2004 - 06.2010
- Work with teammates to ensure successful and timely completion of masonry and other maintenance projects.
- Devote time to provide excellent customer service to the building tenants, reporting any needs to upper management if unable to assist.
- Attend monthly meetings to ensure the proper and safe operation of machinery and heavy equipment.
- Work on complex maintenance projects with little or no supervision.
- Heavy equipment experience:
- Forklift
- Bobcat
- Front-load tractor
- Truck and single axle trailer
- Ford F-650 Snow plow.
Education
Criminal Justice
Hudson Valley Comm. College
Troy, NYSkills
- Public speaking
- Meeting facilitation
- People Management
- Customer service
- Retail management
- Training & development
- Power BI
- Employee evaluation
- Insurance sales
- Talent acquisition
- Medical terminology
- Microsoft Office
- Sourcing & Interviewing
Certification
- CPDM ( Certified Professional in Disability Management)
- August 2021 to Present
- Certified Professional in Disability Management (CPDM), is a designation, of which provides the knowledge and skills one would need to manage the many challenges of health insurance, disability and absence management, and workers' compensation for employers. This was obtained via IEA Training.
- IEAtraining.org
Timeline
Associate Product Manager
Protective Life
11.2024 - Current
Product Management Analyst
ShelterPoint Life Insurance Company
10.2023 - 10.2024
Claims Supervisor
ShelterPoint Life Insurance Company
09.2021 - 09.2023
Senior Disability / Paid Family Leave Claims Examiner
ShelterPoint Life Insurance Company
04.2021 - 09.2021
Disability / Paid Family Leave Claims Examiner
ShelterPoint Life Insurance Company
11.2017 - 04.2021
Claims Specialist II
Aon
03.2015 - 11.2017
Licensed Insurance Sales Producer
State Farm Insurance Company
12.2014 - 02.2015
Bodily Injury Claims Processor
State Farm Insurance Company
03.2013 - 11.2014
No-Fault Technical Assistant
MetLife Auto & Home
06.2010 - 04.2012
Retail Parts Professional / Shift Supervisor
Advanced Auto Parts
03.2009 - 03.2013
Mason / Maintenance
Galesi Group
11.2004 - 06.2010
Criminal Justice
Hudson Valley Comm. College
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