Patricia Love
DELAWARE LIFE
Indianapolis,IN
38
years of professional experience
Customer Service oriented professional with many years of experience in a fast paced environment looking to bring my skills to my next position.
Work History
CUSTOMER SERVICE SUPERVISOR
1 Year- Supervised staff, providing coaching, counseling, and conducting performance reviews to enhance team capabilities.
- Maintained a 92% Service Improvement within the team.
- Collaborated on project to manage tasks and coordinate team efforts, ensuring timely completion of objectives.
CLAIMS SUPERVISOR
2 Years 5 Months- Supervised staff, providing coaching, counseling, and conducting performance reviews to enhance team development
- Acted as the primary point of contact for the Claims Department, answering questions about procedures or products.
- Communicated quality and productivity expectations and held team members accountable
- Communicated quality and productivity expectations and held team members accountable
- Revised internal procedures and resources within Kiwi system.
TEAM LEAD CLAIMS DEPARTMENT
3 Years 4 Months- Process claims documents received to pay out beneficiaries timely.
- Work closely with internal and external groups to ensure that exceptions and escalations are processed timely; that unique issues and situations are being addressed to all groups involved with Claims.
- Followed up on claims not in good standing by sending packages and making telephone calls to resolve issues promptly.
- Collaborated with internal and external groups to ensure timely processing of exceptions and escalations, addressing unique issues for all parties involved in claims.
- Create claim packages in a timely manner from information received via a telephone call, mail, or fax notifying us that an owner or annuitant has passed away.
- Updated and maintained master spreadsheet of outstanding claims, tracking new claims, closing paid claims, and noting those not in good standing.
CLAIMS PROCESSOR CLAIMS DEPARTMENT
1 Year 7 Months- Processed claims documents to ensure timely payouts to beneficiaries.
- Sent initial claim paperwork and followed up with beneficiaries to complete claim processing.
- Made telephone calls on claims that were not deemed to be in good standing order.
- Made telephone calls on claims that were not deemed in good standing.
- Facilitated coverage for Claims Team Lead to ensure smooth operations.
CUSTOMER SERVICE REPRESENTATIVE
1 Year 7 Months- Provided accurate information to all incoming telephone inquiries regarding annuities, investments, tax implications, product information, procedures, and regulations.
- Owned customer issues and ensured resolution through follow-up.
- Resolved customer issues to enhance satisfaction and trust. and ensured resolution through follow-up.
- Documented all actions taken during a call to ensure there was a detailed record of what took place.
- Worked with WFM gathering agent stats on a monthly basis for managers' one on one meetings with their agents and collected numbers from a 3rd party group that are used for potential volume for newly developed department.
- Tested the new phone system CISCO and CALABRIO for WFM before rolling out to the floor.
SERVICE COORDINATOR I, BUSINESS DEVELOPMENT
2 Years- Contacted new schools interested in using student loan products and confirmed their qualifications to participate.
- Actively participated in weekly call groups to come up with ways to better provide customer service to phone representatives.
- Actively participated in weekly call groups to come up with ways to better provide customer service to the phone representatives.
- Resolved system issues, addressed complaints, and answered policy questions from Sales Representatives.
- Handled all system issues, complaints, and policy questions from Sales Representatives.
- Entered and maintained all Sales issues in Siebel for tracking purposes for Management.
SERVICE COORDINATOR I- COLLEGE SERV
6 Years- Reviewed assigned client's work queues daily to identify trends and collaborated with operations departments on process improvements.
- Oversaw and maintained assigned client's portfolio.
- Maintained comprehensive knowledge of all assigned school systems.
- Addressed issues, complaints, and policy questions from Sales Representatives.
- Responsible for inputting complaints from the department in the system and reporting findings to management and other areas within the company.
- Data entry of loan information to resolve pending loans.
- Data entered all Sales issues in Service Desk for tracking purposes.
- Trained and mentor new agents.
SENIOR SERVICE COORDINATOR- LENDER RELATIONS
11 Years- Managed diverse lender portfolios, ensuring alignment with client needs and maintaining strong relationships.
- Possessed a thorough understanding of the terms and agreements of the assigned lender portfolio to ensure that their needs were met contractual obligations.
- Worked closely with the company sales group to implement new customer setups and modify products and services for existing clients.
- Oversaw the monthly and quarterly billing for assigned clients as well as 3rd party vendors.
- Oversaw the monthly and quarterly billing for assigned clients as well as 3rd party vendors.
- Acted as a mentor and provided guidance to the less tenured in the department.
SUPERVISOR, SCHOOL RELATIONS
3 Years- Supervised a small group of experienced employees in a newly developed department focusing on school-related issues.
- Collaborated with servicing centers to develop and implement procedures for newly formed departments, enhancing operational effectiveness.
- Provided leadership support to operations, ensuring alignment with departmental goals.
- Provided leadership support to the operations area.
- Engaged in annual school conferences to enhance knowledge of school-related issues and network with peers.
- Lead school tours and present department overview to management.
PROCESS CONTROL COORDINATOR
2 Years- Pulled samples of completed work from all areas of production for internal and external auditors to review.
- Reviewed samples from each department to verify adherence to department policies, contributing to overall quality assurance.
- Evaluated internal department processes for compliance with company policies and procedures, supporting operational integrity.
- Acted as a source of knowledge for internal departments and 3rd party vendors for compliance issues and questions.
SUPERVISOR, SPECIAL BORROWER SERVICES
1 Year- Supervised a small group of employees on a special project that involved an acquired loan portfolio with high claims returns and loans rejected for payment.
- Oversaw daily operations in loan processing and customer service, ensuring efficient workflow and customer satisfaction.
- Trained and mentored staff on compliance and regulatory requirements, enhancing team knowledge and adherence to policies.
CLAIMS ANALYST
1 Year- Accurately identified issues on returned or rejected claims for a paid claim outcome.
- Analyzed claim trends to inform management decisions.
- Liaised with guarantors and banks to gather information for efficient claim processing.
- Maintained comprehensive knowledge of guarantor filing policies and procedures.
ACQUISITIONS ANALYST
1 Year- Input borrower information for newly acquired student loan portfolios, ensuring accuracy for system integration.
- Contacted banks for missing documentation on the new loan portfolio.
- Assisted in reviewing a loan portfolio to confirm all information was loaded to the system accurately and timely.
SKIP TRACING AGENT
5 Months- Locate borrowers and cosigners to resolve issues with returned mail or incorrect phone numbers.
- Sending letters to references looking for updated contact information on borrowers and cosigners.
- Provided assistance to Collections department to enhance communication efforts with their calling campaigns.
Education
FLMI LEVEL 1
BACHELOR OF SCIENCE
Skills
Claims management
Performance management
Quality assurance
Team leadership
Cross-department collaboration
Staff development
Effective communication
Verbal and written communication
Problem solving
Decision-making
Conflict resolution
Customer service
Timeline
CUSTOMER SERVICE SUPERVISOR
DELAWARE LIFE
09.2025 - CurrentRead More
CLAIMS SUPERVISOR
DELAWARE LIFE
04.2023 - 09.2025Read More
TEAM LEAD CLAIMS DEPARTMENT
DELAWARE LIFE
12.2019 - 04.2023Read More
CLAIMS PROCESSOR CLAIMS DEPARTMENT
DELAWARE LIFE
05.2018 - 12.2019Read More
CUSTOMER SERVICE REPRESENTATIVE
DELAWARE LIFE
10.2016 - 05.2018Read More
SERVICE COORDINATOR I, BUSINESS DEVELOPMENT
SALLIE MAE BANK
01.2014 - 01.2016Read More
SERVICE COORDINATOR I- COLLEGE SERV
SALLIE MAE
01.2008 - 01.2014Read More
SENIOR SERVICE COORDINATOR- LENDER RELATIONS
SALLIE MAE
01.1997 - 01.2008Read More
SUPERVISOR, SCHOOL RELATIONS
SALLIE MAE
01.1994 - 01.1997Read More
PROCESS CONTROL COORDINATOR
SALLIE MAE
01.1992 - 01.1994Read More
SUPERVISOR, SPECIAL BORROWER SERVICES
SALLIE MAE
01.1991 - 01.1992Read More
CLAIMS ANALYST
SALLIE MAE
01.1990 - 01.1991Read More
ACQUISITIONS ANALYST
SALLIE MAE
01.1989 - 01.1990Read More
SKIP TRACING AGENT
SALLIE MAE
01.1989 - 06.1989Read More
INSURANCE FUNDAMENTALS
FLMI LEVEL 1
04.2018Read More
BALL STATE UNIVERSITY
BACHELOR OF SCIENCE
Read More