Janice Hendricks Email & Phone Number

Fort Worth, Texas, US

Open to new opportunities to use my skills to enhance financial reporting accuracy, efficiency, and compliance.

Westlake, Texas, US

• Served as subject matter expert on Trust and Estate related matters to ensure proper transfer of assets upon death of client
• Inspired trust in Estate Services and Schwab Brand by actively listening and building rapport with beneficiaries to ensure their needs are addressed during the estate processing, resulting in client retention and.
• Leveraged all available tools to ensure adherence to guidelines and to provide accurate information to 120 clients per month during estate processing.

Washington, DC, US

• Interacted with homeowners who had not responded to Census forms, delivering one of five interview types in alignment with regulatory practices, customer privacy and information security
• Utilized a mobile device to capture and log information accurately into a cloud-based data capture program

Bloomington, Illinois, US

• Led team of 60 in-office direct and indirect reports who processed 40K claims annually in a call center environment, while meeting quality and production goals and maintaining 98% customer satisfaction
• Used data from audits (claim file, phone quality, and real-time quality) to identify opportunities to increase efficiency and file quality and compliance adherence by 5%
• Served as the primary point of contact and liaison for compliance initiatives involving Department of Insurance, and cross-functional business teams involved in Market Conduct Exams and internal audits
• Managed $1M departmental budget by leading the selection, training, development, performance management, and salary administration for call center teams of 60-150 direct and indirect reports
• Gathered critical data to allocate resources, maximize coverage and quality of service for claims area
• Reduced claim processing times by 3 days per claim (from 20 days to 17 days), decreased abandoned calls by 50%, increased customer satisfaction scores by 10%, and enhanced quality standards

Bloomington, Illinois, US

• Generated annual savings of $100K+ by recommending use of rental cars for local company travel, reducing company fleet.
• Implemented streamlined budgeting tool for Agency Leadership teams that improved quality by reducing budget adjustments by 30 percent.
• Advised executive leadership on financial planning/direction and matters related to financial and compliance risks.
• Assisted peer department heads in making business decisions by providing analysis of and insight into key financial data.

Bloomington, Illinois, US

• Facilitated changes to underwriting guidelines for 150K target customers, resulting in policy growth for California and impacted underwriting guidelines company-wide
• Partnered with Marketing and Sales teams to identify the root cause of low growth, and developed action plans to improve Key Performance Indicators (KPIs), which increased customer retention by 5%
• Developed the underwriting call center, including key performance metrics (abandon call rates, average speed of answer, talk times, first call resolutions), and establishment of employee incentive program

Bloomington, Illinois, US

• Collaboratively developed new departmental structure due to company reorganization; increased employee engagement and retention while supporting organizational goals
• Administered budget process for market area by meeting annually with individual department leaders to review staffing changes, resource allocation, and system needs

Bloomington, Illinois, US

• Developed new audit processes based upon assessment of controls to mitigate risk and impact to organization to ensure necessary regulatory compliance requirements
• Reviewed financial operations to verify that internal policies and procedures aligned with regulatory compliance, industry best practices, and company guidelines

Bloomington, Illinois, US

• Prepared and reviewed daily journal entries to ensure accurate and timely financial reporting on more than $1M in assets and expenses

Bachelor Of Arts - Ba, Finance, General

Chartered Property Casualty Underwriter