Cecelia. P Lewis Email & Phone Number

United States

Experienced Senior Account Specialist with a demonstrated history working in the Insurance Industry with heavy emphasis in Workers' Compensation. Seeking new opportunities in the Andover, MA area. Open to remote work. May be contacted via LinkedIn or at CeceliaJames123@gmail.com.

Jersey City, New Jersey, United States

Responsible for handling escalated customer service calls with a daily call volume of ~200. Routed and assigned tasks to a 9-member policy team based on first in first out and account priority. • Selected to help process and issue payments on backlog of over 3,000 claims. • Worked with premium accounting department to reconcile and post premium payments of $345M. • Recipient of 2017-18 AmTrust’s Statutory Disability Business Unit Peer Culture Awards for Collaboration. • Conducted mid-month Financial Analysis for domestic divisions to ensure spending was in line with income. • Monitored all electronic workload inboxes and reassigned work based on backlog.• Initiated preparation of review workload and backlog summaries to report to management team.• Reviewed results to identify trends and brought forth compliance concerns to management.• Prepared draft of internal audit on workload results for review and discussions by management. • Ensured all required documentation (e.g., manuals, policies, requested files, etc.) requested by policyholders and agents were available for review.• Created Audit case files according to schedules.• Liaised between POS team specialists and management to maintain acceptable service standard.• Supported Manager, Supervisor or other Audit Coordinator to review data that identified operational deficiencies and was used to determine corrections needed to conform to compliance metrics.• Reviewed and approved Disability Benefits policy refunds processed by Policy Service Team.• Issued New Business applications for cases with industry pooled rates for employers with <50 employees.• Documented areas of non-compliance of employers without disability benefit law / paid family leave

Greater New York City Area

Responsible for handling ~400 customer service calls per day. Monitored policy team workload. Assisted with backlog in policy department. As team leader provided supervision as back up to manager.• Posted payments utilizing appropriate Disability Benefit Law plans billing system.• Analyzed errors and determined root causes for appropriate classification.• Presented results of investigations to senior staff and prepared written reports concerning investigation activities.• Audited and handled specific claims and appeal requests including processing, tracking, documenting, reporting and dispersal of findings and recommendations.• Identified defects and improved departmental performance by supporting quality, operational efficiency, and production goals.• Assisted in development of departmental policies and procedures; reviewed efficiency of existing training making recommendations for improvement to management.• Met established timeframes and rates of performance for quality and quantity of work.• Assisted agents and policyholders with premium and coverage questions.

Long Island City ,New York

Provided customer service by assisting 1,000 agents with Disability Benefit Law book of business.• Handled all requests for changes to Disability Benefit Law policies. • Recovered $50,000 in policy premiums that were posted incorrectly. • Coordinated with team members on backlog assignments.• Obtained evidence of policies in non-compliance (NY Workers’ Compensation Board Disability Benefit Law Unit). • Managed caseload of ~1,000 clients each quarter.• Processed nonpayment notices and collections letters.

Long Island City, Ny

Provided customer service to policyholders and agents. Processed all policy changes (e.g., cancellations, name changes, and policy endorsements) and processed premium refunds. • Maintained compliance on all disability benefit law policies for employers with <50 employees • Processed new business applications for disability benefit law coverage.

Long Island City, Ny

Maintained and monitored all changes processed by the policy team on the disability benefit law policies. Maintained and ordered supplies for disability benefit law underwriting team

Workers' Compensation Professional Certificate, Workers' Compensation

Certification

Associate’S Degree, Occupational Studies In Computer Science, 3.75