Schedule and run automated processes using Blue Prism and UiPath control rooms. Manage and allocate the process workloads and resources to ensure the processes are completed within the expected time and quality.Investigate and resolve any issues or exceptions that occur in the live processes and escalate them to the developers or support teams as required.Communicate with the stakeholders and developers on the status, performance, and outcomes of the automated processes.Provide feedback and suggestions for improvement to the developers and support teams to maximize automation performance.Maintain the operational documentation for the day-to-day automated processes to ensure continued success.Follow the security and compliance policies and procedures for insurance standards and regulations and ensure the data integrity and confidentiality of the automated processes within the RPA platforms.

Reviewed residential home inspection reports and photos to determine compliance with underwriting eligibility guidelines.Adjusted policies when applicable within underwriting guidelines to prevent adverse action.Identified and documented any hazards, deficiencies, or violations that may affect the insurability of properties.Communicated with agents, to advise the inspection results, FireLine reports, and protection class ratings, and address any questions or concerns.Evaluated fire risk and protection level of properties using ISO reports, inspection reports, protection class maps, and internal underwriting guidelines.Managed FireLine and protection class dispute resolutionsMaintained and updated records of FireLine reports, and protection class ratings following company and department policies and procedures.Upgraded the FireLine and protection class internal records system from Excel to Access Database to reduce errors and improve efficiency.Reviewed new business and renewal umbrella policies to ensure compliance with underwriting guidelines.Calculated and applied premium adjustments for policy corrections which could not be processed within the policy applications due to system limitations.Provided detailed explanations of premium changes for both renewals and policy updates.Built and maintained an excel spreadsheet to assist with consistent accurate calculation of complex premium explanations and adjustments.Advised agents on underwriting guidelines, communicate regarding negative underwriting action including solutions where available.Followed up on policy corrections and premium adjustments.

Performed quality checks on internal Underwriting and Premium Adjustment processes.Identified transactional errors, discrepancies, and inconsistencies and requested corrections where needed.Documented and report quality issues, errors, and trends to management and stakeholders.Provided feedback and suggestions to improve data quality and processing standards. Collaborated with other analysts, team members, and departments to resolve quality issues and ensured compliance with policies and procedures.Maintained and updated quality control records, logs, and reports.Stayed updated on industry best practices, regulations, and guidelines.

Answered incoming calls from agents and provided information regarding policy quotes, underwriting guidelines and billing.Resolved agents’ inquiries, complaints, or problems in a timely and professional manner, or escalated them to the appropriate department or supervisor if necessary.Made outbound calls to agents to follow up on pending issues.Maintained a high level of product and service knowledge and stayed updated on the latest changes and developments in the insurance industry.Met or exceeded the call center performance standards and quality expectations.Mentored new and experienced employees.

Coached individuals on department processes and procedures.Delivered department reminders and communications.Communicated underwriting guideline updates and marketing initiatives.Mentored new and experienced employees.Evaluated transactions and phone calls, Assisted supervisors with department tasks, Helped service advocates find resolutions to problems, trouble shoot system errors, and utilize competencies to provide a positive customer experience, Handled escalated calls.Managed protection class dispute resolutions.

Answered incoming calls from agents and provided information regarding policy quotes, underwriting guidelines and billing.Resolved agents’ inquiries, complaints, or problems in a timely and professional manner, or escalated them to the appropriate department or supervisor if necessary.Made outbound calls to agents to follow up on pending issues.Maintained a high level of product and service knowledge and stayed updated on the latest changes and developments in the insurance industry.Met or exceeded the call center performance standards and quality expectations.Mentored new and experienced employees.

Maintained a high level of sales.Assisted in hiring and training new staff.Contacted Customers regarding sales and promotions.Worked to maintain customer satisfaction and address customer concerns.Implemented many cost and time saving procedures.Made decisions regarding warranty returns/replacements.Balanced cash drawer daily and prepared deposits.Displayed excellent customer service and was often asked for by name.Maintained and displayed specialized product knowledge.Ran cash register using Point-of-Sale software.

Assured the safety and health of residents. Delivered medication to residents rooms and administered medications as needed.Assisted Residents with daily tasks.Took and recorded vital signs and blood and glucose levels of residents upon request.

Maintained excellent customer service in-store.Maintained timely communication with customers by phone, mail, fax, and email.Addressed customer concerns.Hired and trained Sales and Correspondence/ Billing staff.Filled in for other staff members during absences.Coordinated staff schedules.Entered product information into database.Answered multi-line phone system and directed calls to appropriate staff.Placed orders for products.Purchased used books.Maintained inventory control.Ran register and billed orders using Point-of-Sale system.Provided friendly, reliable and prompt customer service.Shelved and organized used books.Filled customer orders by telephone and Internet.Maintained clean, professional appearance of store.Worked to become knowledgeable in all aspects of the business.