SHERRI L. ELLIOTT
Thorndale,TX
Summary
Decisive leader with good organizational and multitasking skills developed over 28 years of experience. Well-versed in supporting customer service objectives, very detail oriented, am efficient and consistently perform all job duties within the required criteria.
Have received excellent reviews from supervisors over the entire time of employment and have always been considered a leader by them and co-workers. Cross-trained on other desks in the various departments worked in and a quick learner.
Dedicated employee who is reliable and strive to always be on time, work hard to achieve goals and open and willing to learn and acquire new skills. Adept at writing correspondence, preparing reports and managing files. Familiar with insurance and financial businesses and compliance requirements.
Overview
28
28
years of professional experience
Work History
Branch Office Administrator
Edward Jones Investments
04.2023 - Current
- Types various notes, letters, memos, and reports, as needed.
- Performs general clerical duties such as answering phone, filing, handling mail received, check deposits and manage office bill pay.
- Manages work schedule efficiently, completing tasks and assignments on time.
- Provides accurate information and timely updates to clients.
- Performs general office administration functions.
- Interfaces with and develops rapport and positive relationship with clients and colleagues.
- Establishes and maintains files and records in ongoing basis.
- Receives visitors and phone calls in courteous manner.
- Provides support to Financial Advisor by taking on administrative tasks and assisting with projects.
- Composed professional business correspondence, emails, meetings notes and other documents.
- Consulted with customers to resolve basic issues or direct to correct staff member.
- Managed supervisor itinerary and appointments and streamlined scheduling procedures
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager
- Improved office operations by automating client correspondence, record tracking and data communications.
Claims Auditor
National Western Life Insurance Company
06.2022 - 03.2023
- Duties and responsibilities included receiving notification of death of policyholders, processing domestic death benefits for life and annuity claims by reviewing policyholder files.
- Completing worksheet of policy information and sending information about requirements and options for payment of benefits to beneficiaries or to appropriate persons
- Provided all required written correspondence in timely, accurate and professional manner.
- Answered all requests regarding policy provisions, billing, bank drafts, interest rates, cash value and accounting by phone or written correspondence.
- Requested medical information when necessary and arranged for investigation of cause of death through individuals and agencies when appropriate.
- Calculated death benefits and settlement option payments under annuities and interest payments on death benefits where it is state requirement.
- Calculated and reported any taxable gain on annuity or life insurance distributions.
- Managed up to 50 customer calls per day regarding claims, sent follow-up notices on pending claims, completed all forms necessary for claims processing and performed tax reporting under annuity contracts.
- Researched issues related to claims processing to identify origins and implement corrective solutions
- Provided high level of professionalism when speaking with customers or responding to emails to promote company's dedication to service
- Prioritized daily tasks to satisfy workload demands and department's turnaround goals
- Interviewed claimants and witnesses to gather factual information
- Handled complaints and grievances using negotiating and problem-solving skills.
- Finalized life insurance files for insurance claim payment release.
- Investigated and processed life insurance claims for beneficiaries.
- Examined claims forms and other records to determine insurance coverage
- Conducted day-to-day administrative tasks to maintain information files and process paperwork
- Reviewed questionable claims by conducting agent and claimant interviews to correct omissions and errors.
Client Services Representative
National Western Life Insurance Company
08.2018 - 06.2022
- Essential duties and responsibilities included matching letters, status and checks on service requests.
- Accessing and routing files through AWD filing system
- Provided policy information by phone and written correspondence to policyholders, agents, other financial institutions, and plan administrators in accurate and professional manner.
- Answered inquiries regarding policy provisions, billing, bank drafts, interest rates, cash value and accounting concerns.
- Full-time backup to call center answering inquiries from policy holders and agents when phone calls were backlogged.
- Forwarded requests for services to other appropriate departments.
- Researched computer data and policy files to determine appropriate response to phone calls or written correspondence.
- Calculated and processed service requests on policy provisions as well as processing premium loans, loan and premium audits, full and partial surrenders and issued installment certificates.
- Also handled not-takens, over loans, matured policies, reduced paid up and extended term insurance.
- Calculated and reported any taxable gain on life insurance distributions with understanding of IRS regulations and tax bills affecting life insurance.
- Verified ownership before providing information and processing policy distributions.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Developed and implemented customer service policies and procedures to apply best practices and establish quality standards.
- Responded to customer calls and emails to answer questions about products and services.
- Offered troubleshooting advice to assist customers with technical issues and navigate smooth process.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Offered personalized solutions to meet customer requirements.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Premium Accounting Specialist
National Western Life Insurance Company
06.1995 - 08.2018
- Processed all types of maintenance and premium transactions related to billable policies including but not limited to terminations/cancellations, reversing, and applying premium, issuing refunds, researching, and resolving issues related to billing/premium/coverage discrepancies within applicable billing cycle.
- Generated correspondence and performed multiple functions related to billing/policy changes.
- Initiated requests to other departments and external customers to resolve or correct billing/premium/coverage discrepancies and was responsible for timely follow-up on requests to proactively resolve issues and communicate resolutions to customer and necessary parties involved.
- Reviewed and researched items on system generated exception reports to clear outstanding suspense or resolve past due policies/groups.
- Responsible for ongoing communication via phone or email with customers (electronic or web customers, third party administrators, agents, employers, etc.) to initiate file exchange, follow-up on missing files or file errors, coordinated file processes and investigated and resolved issues related to delinquent accounts, misapplied premiums, and other discrepancies.
- Responsible for all Schedule As, SEP worksheets (5498s), PS58 letters, Statement of Accounts, Annual reports, AWD work objects & Trustee changes
- Handled all domestic policies paid by Credit Card that were received by company and performed complex calculations regarding TEFRA policies.
- Also was heavily involved in testing new operating system for company by working with Senior business associates and assisting with training fellow co-workers.
- Processed payments and documents such as invoices, journal vouchers, and statements.
- Maintained accurate and complete documentation to facilitate accounting and filing functions
Education
High school diploma -
Thorndale High School
Thorndale, TXSkills
- Outlook
- Word
- Detail oriented
- 10 Key
- Data Entry
- Operating Systems
- Microsoft Windows
- Accounts Receivable
- Anti Fraud Training
- Cyber Security Training
- Negotiation
- Customer service
- Organizational skills
- Anti Money Laundering Training
Affiliations
LOMA - Life Office Management Association (Associate Customer Service Designation) May 1998 to Present
Timeline
Branch Office Administrator
Edward Jones Investments
04.2023 - Current
Claims Auditor
National Western Life Insurance Company
06.2022 - 03.2023
Client Services Representative
National Western Life Insurance Company
08.2018 - 06.2022
Premium Accounting Specialist
National Western Life Insurance Company
06.1995 - 08.2018
High school diploma -
Thorndale High School
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