Olga Lyubezhanin

• Managing assigned territory and auditors to achieve regional performance metrics.
• Overseeing a team of 16 full time auditors.
• Conducting interviews, assisting in hiring and onboarding processes for new hires.
• Achieving satisfactory customer service results for assigned customers.
• Maintaining YTD and annual company performance metrics.
• Participating in the regional customer contact program.
• Creating development plans that will identify bench strength candidates.
• Ensuring quality processing of audits for insurance carrier customers.
• Building relationships with client companies and developing future collaborating opportunities.
• Serving as a top subject matter expert on Premium Audit processes for internal and cross-functional needs.
• Serving as the top level point of contact for audit issues, complaints, and escalations.

• Conducted a review of insured’s payroll documents and engaged customers in discussion of their business.
• Generated request emails for customers and partners in order to conduct audits.
• Assisted customers and guided them through the audit process.
• Performed the detailed interview and review of all pertinent material (worksheets, 941 filings, profit and loss statements, etc.).
• Entered final audit information in database systems and calculated audit results.
• Communicated final audit result information to policy holders and assisted with future questions.
• Collaborated with internal team members and stakeholders, and external policy holders in support of the policy and premium audit lifecycle.
• Performed all other required premium audit tasks, responsibilities, and projects as needed per team leader assignments.

• Review and verify physical, telephone, voluntary mail statements and cancellations audits for accuracy of payroll, sales and classification information for Worker's Compensation and General Liability policies.
• Contact policy holders and insurance agents by phone, mail premium audit questionnaires to obtain information necessary to complete audits.
• Complete voluntary self-reporting and telephone audits in a timely manner by reviewing worksheets, applicable supporting state tax documentation in accordance with state laws and insurance regulations.
• Analyze business operations based on information submitted by insureds and agents, audit worksheets, telephone communications and internet application to ensure commercial policy is properly classified and all exposures are accounted for.
• Examine and record data from financial / business records. Evaluate all subcontractor operations and detail exposures according to manual rules. Verify claims data and note it if claimant was classified correctly.
• Ensure timely and accurate entry and calculation of the final policy premiums and submit it to billing department.
• Make necessary policy referrals to underwriting for further review based on audit findings to add new classifications or coverage ; request policy changes based on audit findings.
• Assist brokers, policyholders and internal departments with questions regarding premium audit findings and audit billing inquiries and possible disputes.
• Meet and exceed quality and productivity guidelines.
• Assist new members of Premium Audit team by conducting one on one trainings and onboarding meetings.
• Project management to create more efficient workflow and reporting compliance.
• Supervised accurate, efficient and compliant completion of monthly financial reporting packages.

• Generate weekly, monthly and quarterly reports outlining revenue totals and net income.
• Drafted quarterly and yearly reports on company financial metrics to assess successes and account for deficiencies.
• Payroll processing and tax reporting.
• Work with accounting and law firms, state departments to ensure compliance with various regulations, laws and financial requirements.
• Create reports on deteriorating trends and fiscal year end losses.
• Perform all necessary accounting duties and responsibilities to ensure successful business operations and functions in accordance with accounting principles and theories.
• Improved business direction by prioritizing customers and implementing changes based on collected feedback.

• Reviewed and verified physical, telephone, statement and cancellations audits for accuracy of payroll, sales and classification information for Worker's Compensation and General Liability policies.
• Contacted policy holders and insurance agents by phone, mailed premium audit questionnaires to obtain information necessary to complete audits.
• Ensured timely and accurate entry and calculation of final policy premium and submitted it to billing department.
• Made necessary policy referrals to underwriting for further review based on audit findings to add new classifications or coverage ; requested policy changes based on audit findings.
• Assisted brokers, policyholders and internal departments with questions regarding premium audit findings and audit billing inquiries.
• Reported Workers Compensation Statistical data in accordance with NCCI requirements, handled and cleared bureau inquiries.
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Accomplishments:

• Consistently met service level expectations.
• Represented Audit Department in Voice of Customer Committee. Helped collect and organize data from internal and external customers to identify key customer concerns and improve customer satisfaction metrics. Assisted in developing and implementing several changes to company's best practices and procedures in order to increase customer satisfaction rate.
  

Accomplishments:

• Processed requests for endorsements/policy changes on Worker's Compensation, General Liability and commercial Auto policies.
  
• Worked with underwriters and insurance agents to provide quotes for commercial lines of business.
• Reviewed and updated renewal policies based on audit findings.
• Handled more complex transactions and special urgent endorsement requests assigned by upper management.
• Consistently met and exceeded service level expectations and productivity metrics within department.
• Performed role of mentor and coach for the Policy Change and Customer Service teams for three consecutive months before accepting position in the Premium Audit Department.