Nicolle Wilfenger
Indianapolis,IN
Summary
Insurance Professional with extensive experience with many lines of insurance in both agency and company settings.
Proven abilities in customer service, processing, underwriting, documentation, and forms application. Above average timeliness and quality results.
Years of experience delivering support services and resolving customer complaints.
Demonstrated competencies in all facets of insurance operations and concepts.
Overview
35
35
years of professional experience
1
1
Certification
Work History
MM CL Underwriting Associate
Hanover Insurance Group Inc.
Indianapolis, IN
10.2008 - Current
- Provides high level of assistance to Underwriters and Rating helping with review, classification, coding and rating of applications.
- Provides support to assigned Underwriter(s) on new business submissions and renewal accounts to achieve new business, total written premium and retention goals aligned with assigned Underwriter(s).s
- Applies fundamental underwriting concepts including risk selection, exposure and hazard identification and control, coverage implications, pricing, and loss analysis as appropriate.
- Effectively communicates with internal and external contacts
- Within authority letter and in conjunction with assigned underwriter, manages subset book of renewals to include exposure analysis, evaluation of changes, and pricing, for final negotiation and proposal to agency.
- Outside of authority level, manages renewal preparation for assigned territory/underwriters including: Updating information (MVR analysis, ITV, financial data, losses, renewal applications, etc) for complete analysis and recommendation to Underwriter.
- Documents accounts according to best practices guidelines.
- Manages midterm transactions of assigned book of business
- Used critical thinking to break down problems, evaluate solutions and make decisions
Commercial Account Associate/CSR
Fireman's Fund Insurance Company
Chicago, IL
01.2000 - 08.2008
- Assisted local and remote Underwriters processing and servicing of new and renewal Excess, Umbrella, and International package accounts.
- Performed preliminary renewal review, requested information, updated renewal information and quoted in system.
- Processed New Business, Renewals, Endorsements, Cancellations, Reinstatements
- Conducted review of accounts for accuracy of forms, endorsements, pricing and commission against quote and agent's specifications prior to issuance.
- Resolution of any inconsistencies with underwriter and/or agent prior to issuance resulting in less correction endorsements and greater customer satisfaction.
- Audited accuracy levels over 99% as well as 99.7% on time results as measured by company timeliness standards for Service Level Agreements.
- Created training documents for transitioning International business to external service center.
- Handled e-commerce sales for pilot program working directly with e-commerce agent
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
Policy Specialist/Underwriting Technical Assistant IV/Supervisor
Interstate Insurance Group
Chicago, IL
01.1998 - 01.2000
- Acted as Primary Specialist for Umbrella / Excess business, Forms Coordinator for unit, and Liaison for Underwriting and Legal/Underwriting Forms Manager.
- Utilized newly created internet based software to issue, print, and mail new business, renewals and endorsements for CGL, Automobile, Workers’ Compensation and Umbrella/Excess policies.
- Updated Access Databases for drop down selections in Internet based Policy Issuance/Entry system.
- Utilized mainframe for data entry and coding for producer issued policies.
- Resolved technical and underwriting problems related to policy issuance and program entry
Commercial Lines Account Assistant
Sedgwick James Of Illinois
Chicago, IL
01.1997 - 01.1998
- Assisted Account Executive and clients in servicing new and renewal large commercial accounts.
- Duties included generating certificates, ID cards and invoicing.
- Reviewed General Liability, Automobile, Workers’ Compensation and Umbrella policies against proposals.
- Created Insurance Summaries and Schedules of Insurance for each policy for clients.
- Created submissions company pricing and proposals for client review.
- Documented sales, customer interactions and concerns, and generated update reports for senior management.
- Prepared and issued client certificates of insurance and policy binders with timeliness.
Personal Lines Account Manager
Hughes Insurance Group, Inc.
Hinsdale, IL
01.1996 - 01.1997
- Generated new business and serviced existing book of business by field underwriting, processing of new business, proposals, renewals, endorsements, cancellations, claims entry, interfacing/data entry, invoicing, taking and expediting claims, and heavy customer service
- Assisted with Group Health new business submissions and servicing of existing accounts to support Commercial clientele.
- Provided quotes using manual and system generated rates to prospective clients in timely and professional manner to support Commercial clientele.
- Serviced primarily affluent Personal Lines accounts.
- Oversaw all activities and transactions within personal lines department.
- Provided advice and counsel on personal lines matters.
- Evaluated prospect's current insurance program and offered alternatives.
- Conducted annual reviews of existing policies to update information.
Personal Lines Underwriter
Insure One Insurance Agency
Bedford Park, IL
01.1990 - 01.1996
- Reviewed new business applications, endorsements and rewrites for accuracy, completeness and standard company eligibility guidelines.
- Also interfaced applications and endorsements for two preferred companies (Kemper & Economy).
- Acted as liaison between agency and seven preferred carriers
- Acted as sole agency Underwriter representative for Economy Insurance Company with full Underwriting Authority and maintained over $1 million in premium with 0% loss ratio.
- Handled eligibility and procedural questions for both Customer Service Departments and Agents from more than 40 remote offices Handled extremely high volume of calls, applications and endorsements in timely manner
- Was awarded Top Underwriting Production 4th Quarter 1995.
- Applied knowledge of standard criteria to approve or reject applications.
- Supported agents with subject matter expertise in risk evaluations.
- Developed and maintained strong relationships with customers, agents and other insurance companies.
- Identified possible risks and recommended solutions.
Education
High School Diploma -
Elizabeth Seton High School
South Holland, IL05.1987
Skills
- Relationship building
- Data analysis
- Quality assurance
- Data Entry
- Problem-Solving
- Microsoft Software Proficiency
- Training / Education
- Creating Step by Step Instructions
- Interpersonal Communication
- Leadership
Certification
- Property & Casualty License - Indiana Resident
- CIC - Certified Insurance Counselor Designation attained in 1998
Timeline
MM CL Underwriting Associate
Hanover Insurance Group Inc.
10.2008 - Current
Commercial Account Associate/CSR
Fireman's Fund Insurance Company
01.2000 - 08.2008
Policy Specialist/Underwriting Technical Assistant IV/Supervisor
Interstate Insurance Group
01.1998 - 01.2000
Commercial Lines Account Assistant
Sedgwick James Of Illinois
01.1997 - 01.1998
Personal Lines Account Manager
Hughes Insurance Group, Inc.
01.1996 - 01.1997
Personal Lines Underwriter
Insure One Insurance Agency
01.1990 - 01.1996
High School Diploma -
Elizabeth Seton High School
- Property & Casualty License - Indiana Resident
- CIC - Certified Insurance Counselor Designation attained in 1998
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