Sunshine Anderson
Salem,VA
Summary
Detail-oriented Customer Support Specialist offering 20 years of customer service experience. Dedicated to thoroughly and accurately resolving customer concerns with forward-thinking and knowledgeable solutions. Skilled in mentoring new employees on processes and policies in support of team and business objectives.
Overview
1
1
Certification
Work History
Customer Care Representative II
Guardian Life Insurance Company
- Provided claim intake for Short-Term Disability, Paid Family Leave, State Mandated Disability and FMLA claims
- Assisted members over the phone with questions regarding their claims and worked with Case Managers to facilitate decisions on existing claims
- Used multiple systems to input claims, set up direct deposit, stop and reissue checks, answer tax questions and provide copies of W2’s and 1099’s when requested
- Walked members through using Guardian’s website to submit and check on the status of their claims
- Assisted Plan Holder’s with questions regarding their employees’ leaves.
Investment Counselor
Transamerica
- Answered over 100 inbound calls a day assisting retirement plan participants with questions and monetary requests regarding their retirement plans, which included 401k, 403b, 457b plans and IRA’s
- Utilized AWD software to check the status of participant requests and to enter notes regarding each call
- Obtained FINRA Series 6 license.
Policy Owner Services
Insurance Administrative Solutions
- Answered 25 to 40 inbound calls a day from policyholders and agents regarding questions related to life insurance and annuity products
- Utilized three computer programs to process transactions and access information for life insurance and annuity policies
- Took and submitted death claims
- Trained new and existing employees on Universal Life products
- Completed and passed seven LOMA courses.
Life Underwriting Assistant
MetLife
- Assisted MetLife Multi-Million Dollar Case Underwriters to provide clients with policy ratings and approvals
- Utilized MetLife software to review all forms submitted for life insurance applications and ensured the life insurance file was in order and ready to be underwritten
- Responsibilities included utilizing internal and external software to order various investigative reports
- Responsibilities also included fielding phone calls from MetLife Field Agents to provide information regarding their clients’ policy status and any outstanding requirements.
Life Underwriting Assistant
Westshore Financial Group/Guardian Life Insurance
- Responsibilities included editing and submitting life insurance applications to Guardian Life Insurance, assisting, training and communicating with life insurance agents, and creating and managing multiple reports for the General Agent
- Ordered, followed up on, and reviewed Attending Physician’s Statements and inspection reports to facilitate the underwriting process
- Accepted and submitted monies to place life insurance policies in force.
Education
High School Diploma -
Pulaski County Senior High School
Dublin, VA06-1991
Skills
- Customer Service
- Email Correspondence
- Database Research
- Data Entry
- Customer Relationship Management
- Complaint Handling
- Product Education
- Customer Relations
- Inbound Customer Service
- Problem Resolution
- De-Escalation Techniques
- Call Documentation
- Regulatory Compliance
- Medical Terminology Knowledge
- Microsoft Office Expertise
- Remote Office Availability
- Document and Records Management
- Report Generation
- Professional Telephone Demeanor
- Calm and Professional Under Pressure
- Work Prioritization
- Professional Phone Voice
- Computer Skills
- Report Preparation
- Teamwork and Collaboration
- Customer Data Confidentiality
- MS Office
- 40 Wpm Typing Speed
- Call Center Operations
Certification
- LOMA ALMI Designation. Associate, Life Management Institute
Timeline
Customer Care Representative II
Guardian Life Insurance Company
Investment Counselor
Transamerica
Policy Owner Services
Insurance Administrative Solutions
Life Underwriting Assistant
MetLife
Life Underwriting Assistant
Westshore Financial Group/Guardian Life Insurance
High School Diploma -
Pulaski County Senior High School
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