Jessicia Mendez

• Reviewed audit and monitoring reports related to consumer and client activities.
• Working with team or solo to complete special projects.
• Stayed current with latest changes to applicable regulatory standards and company procedures.
• Assisted investigation and risk management teams with fraud investigations and risk identification.
• Research and respond to DOI, BBB, 1 Star BBB, Social Media complaints.
• Pull data from quotes and phone calls to provide to other departments.
• Evaluate Risk on vehicles and provide symbols to Operations.

Work closely with a team of 20 plus representatives to ensure they are gaining correct knowledge and meeting their service goals. Coaching and preparing representatives to respond to customer questions and complaints. Assist Supervisor with monitoring and training duties. Hold one-on-ones with team members to go over their goals for the month. Resolve all customer complaints in a professional manner while prioritizing customer satisfaction.

Report to an Underwriting Senior and Supervisor. Reviewing applications to determine if applicant is an acceptable risk. Processing request for renewal, cancellations and endorsements. Communicating with customers and/or agents to request additional information as needed. Identifying any possible system issues and reporting to senior UW and/or supervisor. Processing various reports and other duties as assigned.  Promoted to Underwriter II in 2015 with the ability to complete all underwriting processes.  Continuously maintain above goal, quality and productivity scores. 

Accurately documented, researched and resolved customer service issues. Answered a constant flow of customer calls. Gathered and verified all required customer information for tracking purposes. Defused volatile customer situations calmly and courteously. Referred unresolved customer grievances to designated departments for further investigation. Managed high call volume with tact and professionalism. 

Served and retained loyal customer base.  Assisted with menu creation and signage, which generated more kitchen sales.  Created unique, personalized drinks and specials which generated new clientele that also included celebrities.