Tiffani Thomas
Stockbridge,GA
Summary
Highly motivated with a solid work ethic and learning agility. Keen attention to detail with an high level understanding of insurance risks and operations with experience in both claims and underwriting. Customer-focused drive with strong to deliver remarkable service on a consistent basis through personalized support and caring interactions. Current P&C license, and actively pursuing my COCU designation, in addition to currently enrolled in my Undergraduate program to obtain my Bachelor's degree in Finance. I am confident my critical thinking and analytical skills, along with the understanding of the importance of decision-making and accountability attained through career experience in financial and insurance industries, will will translate well into the Underwriter position.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Underwriting Service Assistant
State Farm
Richardson, TX
12.2019 - Current
- Serves as a technical and procedural resource to assist in resolving policy/policyholder concerns
- Partners with underwriters to service Agency and Agency Leadership concerns and/or handles Producer/Broker inquiries
- Communicates with Policyholders, Agents, Producers, or third parties via various communication media
- Maintains and updates policyholder records
- Performs general mail desk responsibilities
- Aids in a variety of service and support functions
- Quality Champion for team by providing policies and procedures that assist with efficient production and serve as a go-to for peers when assistance is needed
- Implemented improvement for Personal Lines Auto Underwriting 1970s and prior job aid – whose structure is being used to modify the job aids within Personal Lines Auto
- Assists in special projects for Personal Lines Fire Underwriting, and current team subject matter expert for Michigan handling.
Claims Specialist - Auto Injury
State Farm
Richardson, TX
- Investigate, evaluate, negotiate and settle claims with injured parties or attorneys
- This may include contacting customers/attorneys by telephone, written correspondence and/or various electronic media
- Work through an organized daily schedule, managing both phone calls and task driven queues
- Extensive knowledge and application of policies, procedures, laws, statutes, and insurance regulations when determining coverage, liability, & damages
- Utilize strong verbal communication skills while resolving various conflicts and maintaining respect and professionalism
- Foster meaningful relationships with our customers and third parties through claims handling processes
- Communicates and collaborates with team members and business partners to better serve our customers
- Work with assigned counsel to ensure a smooth litigation process, which may include attending depositions, mediations, and trials while reviewing and accurately providing counsel with the information needed to ensure favorable outcome for the company and our customers.
- Strong knowledge of Florida litigation processes
Operations Control Analyst
Bank of America
Fort Worth, TX
- Conduct routine analyses, research and investigations in diversified compliance operations directed by internal bank policies and required adherence to regulatory and compliance requirements which can involve high $ penalties and fines for non-compliance
- Under close supervision, executes against regulatory, BSA/anti-money laundering, and economic sanctions compliance practices relevant to the analyst's specific area of responsibility
- Ensure quality service and effective and efficient operations support for the assigned area's internal business partners and/or external customers/clients
- Ensures quality service and effective and efficient operations support for the assigned area's internal business partners and/or external customers/clients.
Customer Relationship Manager II
Axelon Staffing Corp.
Addison, TX
01.2016 - 01.2017
- Oversee broad set of activities that include managing a portfolio of loans in default, loan modifications, document validation, NPV modeling, second mortgage modifications, short sale/DIL and answer technical foreclosure questions
- Document customer-facing system and monitor accounts for trial payment, including lengthy repayment plans and special forbearances
- Assisting with non-customer facing activities such as pre-validation document checking, impounding, escrow, and investor approvals
- Clearly communicate the customer’s status and the steps that are required to make a fair, fast, and final decision.
Fraud Operations Analyst- Back Office
Bank of America
Fort Worth, TX
11.2017 - 12.2019
- Detect fraudulent attempts, mitigating loss and remediating client impacts
- Perform complex judgmental reviews of high-risk activity to maximize approval of legitimate transactions, minimize client impact at the point of sale, identify fraudulent activity and restrict account activity, when necessary, to avoid further
- Identify and learn fraud trends by using resources and technologies to optimize judgmental reviews
- Educate clients and inform them on how to protect their information and avoid scams.
Financial Operations Specialist- Quality Control
JPMorgan Chase Bank, N.A.
Lewisville, TX
06.2010 - 06.2016
- Effectively conduct review of loans to have the reconciliation completed for borrower-recoverable and corporate advance balances on default mortgage loans
- Perform checks by accurately researching and reviewing decisions and proposed financial transactions within established timeframes
- Responsibilities include leveraging various decision tools and matrices to ensure all enterprise policies and LOB procedures and requirements were met during the reconciliation process, while adhering to quality, performance, and SLA requirements.
Customer Assistance Operations Specialist
JPMorgan Chase Bank, N.A.
Lewisville, TX
- Effectively review loan modification documents received from borrowers for all Loss Mitigation options
- Coordinate with Customer Assistance Specialists and Underwriters
- Responsible for document perfection and submission of files to underwriters for loan modification
- Subject Matter Expert (SME) for Home Equity Special Risk loans
- Successfully completed training for Modification Underwriting.
Bankruptcy Operations Analyst
JPMorgan Chase Bank, N.A.
Lewisville, TX
- Monitor/service default loans under Chapter 7, 11 and 13 bankruptcies
- Coordinated with BK attorneys and debtor attorneys
- Initiated written procedures for set-up of Proof of Claims
- Facilitated implementation of BK attorney-approved Affidavit Checklist
- Performed pre-/discharge audits
- Responsible for Proof of Claims/Closing quality control
- Designated to train/develop current employees and new hires in Closings, Proof of Claims, Audits and Payment Histories.
Education
CPCU certification -
The Institutes
Bachelor Of Science - Financial Forensics And Fraud Investigation
Southern New Hampshire University
Collin College
Skills
- Insurance policy review and analysis
- Excel in verbal and written communication
- Strong investigation and analysis of risk activities and behaviors
- Problem solver with the willingness to take initiative and ownership
- Insurance industry knowledge including understanding operations, risk, analysis of MVR, ISO, and claim history
- Analytical and detail-oriented
- Flexible and adaptable in ever changing environments
- Strong mathematical skills
Certification
- CPCU, in progress, 12/2025
- P&C license, 06/30/2025
Timeline
Underwriting Service Assistant
State Farm
12.2019 - Current
Fraud Operations Analyst- Back Office
Bank of America
11.2017 - 12.2019
Customer Relationship Manager II
Axelon Staffing Corp.
01.2016 - 01.2017
Financial Operations Specialist- Quality Control
JPMorgan Chase Bank, N.A.
06.2010 - 06.2016
Claims Specialist - Auto Injury
State Farm
Operations Control Analyst
Bank of America
Customer Assistance Operations Specialist
JPMorgan Chase Bank, N.A.
Bankruptcy Operations Analyst
JPMorgan Chase Bank, N.A.
CPCU certification -
The Institutes
Bachelor Of Science - Financial Forensics And Fraud Investigation
Southern New Hampshire University
Collin College