Summary
Overview
Work History
Education
Skills
Timeline
Hi, I’m

Shurelle Gaynor Berlack

Raleigh,NC
Shurelle Gaynor Berlack

Summary

Fifteen years of experience working in various roles emphasizing in customer service, decision making, risk management, and implementing quality procedures. Expectational eye for detail, persistent need for facts, and timely investigation resolution. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Overview

16
years of professional experience

Work History

Nationwide Mutual Insurance Company
Remote

Quality Analyst - Contractor
06.2023 - Current

Job overview

  • Provide review and analysis of life new business and reissues.
  • Identify and consider potential resolution, and recommend best resolution among those considered.
  • Used quality monitoring system to compile and track individual and team performance.
  • Communicated regularly with management to discuss quality trends.
  • Maintain policy, procedures, work instructions and projects for quality and continuous improvement agendas.
  • Perform a broad review of insured operations using internet tools, insured websites, applications submitted to the company, underwriting documentation, etc.
  • Prioritize and organize tasks to efficiently accomplish service goals.
  • Plan and complete group projects and scrums working smoothly with others.

IEM
Raleigh, NC

Verification Of Benefits Quality Control Specialist
07.2022 - 05.2023

Job overview

  • Monthly review of over 500 records for duplication of benefits, fraud, waste, and inconsistencies to resolve issues with analysis and customer service.
  • Analyze and verify provided documentation for inconsistencies, accuracy, and various discrepancies with an understanding of program policy.
  • Participate in updates and improvements to Quality Control policies and processes.
  • Follow-up with identified compliance issues, initiate corrective actions, based on policy guidelines, and implement program controls, as necessary.
  • Manage individual workload, productivity, and communications that enable accurate, efficient, and policy compliant processing.
  • Contribute to team success with effective communication and sound decision making.
  • Recommend improvements to systems and procedures for increased productivity.
  • Maintain policy, procedures, work instructions and projects for quality and continuous improvement agendas.
  • Collaborate with management to discuss effective plans for resolving major quality problems.
  • Reorganize and revise standard operating procedures to streamline processes and improve communication and collaboration.
  • Investigate fraud and identify risks in collaboration with risk management staff.
  • Verify documentation against compliance standards and communicated deficiencies to resolve issues.
  • Collect and review data to identify potential compliance issues requiring further review.
  • Issue official approvals in instances of achieved or exceeded compliance standards.

Yardi Systems
Raleigh, NC

Quality Auditor
06.2021 - 07.2022

Job overview

  • Monitor, track, and document regulatory program requirements for resident and landlord applications, adhering to Federal, State, and local regulations.
  • Promptly analyze data and ensure proper documentation and compliance requirements are met.
  • Conduct tenant file reviews determining whether applicants meet income eligibility requirements, using various techniques, including manual income calculation and third-party data sources.
  • Monitor and document inaccurate information processed through applicant portal.
  • Determine eligibility and process a high volume of applications through the case management system and portal application.
  • Document and process applicant appeals, confirming full documentation, and escalation protocols are adhered to.
  • Collaborate effectively with other teams by assisting with quality assurance, automating processes, and providing information to meet business needs.
  • Complete progress reports and other reporting metrics required by management weekly.
  • Highlight compliance issues for management team.
  • Use consistent and fair assessment procedures to achieve optimal audit results.

Wells Fargo
Raleigh, NC

Research and Remediation Analyst
06.2020 - 06.2021

Job overview

  • Review property reports and title commitments to ensure the Investor’s secured position is proper.
  • Partner with settlement to guide files through the trial payment period to final modification documents.
  • Advise settlement on how to prepare the modification of documents by identifying all required signers.
  • Understand loan documents, including Security Instruments and Title Policies.
  • Access and commit documentation to the image repository.
  • Complete loan deficiency and activity updates.
  • Examine loan documents for validity.
  • Prioritize queue for successful completion and at least 35 touches per day.
  • Understand loan documents, including Security Instruments and Title Policies.
  • Assist with the sales of assets and/or servicing rights by locating and validating critical documents
  • Demonstrate why a deficiency should be marked as satisfied, incurable, or erroneous
  • Work with other team members or business partners regarding last follow ups or activities.
  • Maintain updated knowledge through continuing education and advanced training.

Nationwide Mutual Insurance Company
Raleigh, NC

Bodily Injury Claims Adjuster
11.2016 - 06.2020

Job overview

  • Interview and speak with claimants, witnesses, police officers, doctors and other parties to determine claim settlement or denial.
  • Adjust reserves in accordance with company practice to ensure reserve adequacy.
  • Negotiate and settle claims according to information presented through reports, research and data verification.
  • Coordinate benefits while applying applicable deductibles, co-insurance and out-of-pocket costs.
  • Draft statement of loss to summarize damages, payments and underlying policy coverage.
  • Analyze and audit open claims to calculate additional payments owed.
  • Decrease loss ratios through fair and timely claim processing.
  • Investigate potentially fraudulent claims with focus on thoroughness, quality and cost control.

Nationwide Mutual Insurance Company
Raleigh, NC

Non-Injury Claims Adjuster
08.2015 - 11.2016

Job overview

  • Determine the value of a claim by contacting the claimant, attorney, medical provider, and not fault carrier.
  • Interview policyholders, claimants, witnesses, law enforcement and employers to determine pertinent claim information.
  • Work closely with appraisers, rental facilities, body shops and salvage vendors.
  • Adjust reserves in accordance with company practice to ensure reserve adequacy.
  • Draft statement of loss to summarize damages, payments and underlying policy coverage.
  • Explain premiums owed to policyholders, agents and underwriters.
  • Negotiate and settle claims according to information presented through reports, research and data verification.
  • Decrease loss ratios through fair and timely claim processing.
  • Discover occurrences of insurance fraud or criminal neglect to avoid workplace liability.
  • Partner with Special Investigation Unit to identify fraud and address subrogation and initiate recovery.

Nationwide Mutual Insurance Company
Raleigh, NC

Personal Lines Processor
12.2014 - 08.2015

Job overview

  • Check documentation for appropriate coding, catching errors and making revisions.
  • Handle modification and updating of policies.
  • Correspond with agent to obtain information or inform of account status or changes.
  • Modify and update existing policies and claims to reflect change in beneficiary, amount of coverage or type of insurance.
  • Use insurance rate standards to calculate premiums, refunds, commissions and adjustments.
  • Organize information by using spreadsheets, databases or word processing applications.

North Carolina State Employees Credit Union
Raleigh, NC

Loan Officer
08.2007 - 12.2014

Job overview

  • Develop and maintain knowledge of available loan products, processing procedures and underwriting and general departmental guidelines.
  • Approve loan within specified limits or referred to appropriate approval level.
  • Analyze applicants' financial status, credit and property evaluations to determine feasibility of granting loans.
  • Execute loan origination process and ordered credit reports, appraisals and preliminary title reports.
  • Collect past due loans, keeping credit and collateral exceptions within policy ranges.
  • Educate customers on variety of loan products and available credit options to promote valuable decision-making.
  • Adhere to financial services security and audit procedures.

S. Berlack Notary Services
Raleigh, NC

Signing Agent - Sole Proprietor

Job overview

  • Vendor with various title/escrow companies, lenders, attorneys to execute successful signings.
  • Conduct any signing requiring a notary at the borrowers preferred location.
  • Proficient review of instructions and requirements to complete successful signings.
  • Timely contact with clients and customers.
  • Upload, scan, fax, ship documents as directed in a timely manner.
  • Document transactions in notary journal to maintain permanent records.
  • Manage master calendar of signings and organize related paperwork.

Education

University of Maryland Eastern Shore
Princess Anne, MD

Bachelor of Science from Business Administration
05.2007

University Overview

Skills

  • Documentation Skills
  • Corrective Actions
  • Quality Control/Analyst
  • Risk Assessment
  • Settlement Negotiations
  • Verbal and Written Communication
  • Complex Problem Solving
  • Creditworthiness Determination
  • Attention to Detail
  • LexisNexis Software
  • Sales Force
  • Typing 60 WPM

Timeline

Quality Analyst - Contractor
Nationwide Mutual Insurance Company
06.2023 - Current
Verification Of Benefits Quality Control Specialist
IEM
07.2022 - 05.2023
Quality Auditor
Yardi Systems
06.2021 - 07.2022
Research and Remediation Analyst
Wells Fargo
06.2020 - 06.2021
Bodily Injury Claims Adjuster
Nationwide Mutual Insurance Company
11.2016 - 06.2020
Non-Injury Claims Adjuster
Nationwide Mutual Insurance Company
08.2015 - 11.2016
Personal Lines Processor
Nationwide Mutual Insurance Company
12.2014 - 08.2015
Loan Officer
North Carolina State Employees Credit Union
08.2007 - 12.2014
Signing Agent - Sole Proprietor
S. Berlack Notary Services
University of Maryland Eastern Shore
Bachelor of Science from Business Administration
Shurelle Gaynor Berlack