Juan R. Melendez
Frederick
Summary
Results-driven professional experienced in supporting operational workflows and enhancing team productivity. Streamlined processes and fostered collaboration to achieve high-quality results. Committed to adapting to dynamic environments while leveraging strong communication and problem-solving skills.
Overview
1
1
Certification
25
25
years of professional experience
Work History
Lead Retirement Services Associate
Banner Life Insurance
2025.04 - Current
- -Process death claims by making sure the certificate is suspended, reclaim over payment and all appropriate paperwork concerning the claim for the joint and survivor is mailed.
- Processed death reports, address changes, stop and reissues of payments, direct deposit changes, tax withholding changes, and beneficiary changes.
- -Research benefit payment processing inquiries and establish new direct deposit setup
- -Provide detailed follow up on all certificates to bring a quicker resolution.
- -Provide accurate information and/or answers to questions predominantly relating to product questions or status.
- Verified monthly reports for accuracy of death records, uncashed checks, and joint and survivor data.
- -Process incoming certificates and documents to ensure accuracy and compliance with state insurance regulation.
- -Trained new employees on company policies and procedures to ensure smooth onboarding. and different departments within the company with guidelines and systems used.
- -Surpassed daily and long-term deadlines and standards consistently.
Retirement Associate Representative
Legal & General America Retirement
2019.01 - 2025.04
- -Process incoming certificates and documents to ensure accuracy and compliance with state insurance regulation.
- -Processed death claims by suspending certificates, reclaiming overpayments, and mailing all necessary paperwork for joint and survivor claims.
- -Process monthly reports for verification of death, uncashed checks and missing joint and survivor’s data.
- -Followed up on all certificates, ensuring quicker resolution for clients.
- -Research Annuitant’s data for any updated information. This includes checking TLO & Accurint.
- -Respond to incoming calls, emails, faxes, etc., from internal and external customers.
- Provide accurate information and/or answers to questions predominantly relating to product questions or status.
- -Trained new employees on company guidelines and interdepartmental systems, enhancing onboarding experience.
- -Exceed daily and long-term deadlines, standards, and expectations.
Case Manager
Legal & General America
2008.06 - 2018.12
- -Process incoming application and documents to ensure accuracy and compliance with state insurance regulation.
- -Respond to incoming calls, emails, faxes, etc., from internal and external customers, (Correspondents, Agents, General agents, etc.) providing accurate information and/or answers to questions predominately relating to product questions.
- -Provide accurate information and/or answers to questions predominately relating to post issue policies, procedures, and guidelines to internal and external customers.
- -Followed up on policies, facilitating quicker resolutions for all cases.
- Addressed and resolved internal and external issues for assigned team.
- -Exceeded daily and long-term performance benchmarks, improving overall workflow.
- -Order additional information needed to assist with completing the underwriting procedures, such as motor vehicle reports, inspection report, mib and home office specimens.
- -Assist Spanish and English-speaking customers with guidelines and products as well as translate documents from Spanish to English.
- -Trained new employees and different departments within the company with guidelines and systems used.
Client Service Representative
U.S Pharmacopeia / Aerotek Professional Services
2007.10 - 2008.06
- -Process product orders and Quotes for international and domestic customers by fax, email and phone.
- -Assist Spanish and English-speaking customers with product questions.
- -Investigated customer order status inquiries, delivering accurate updates to enhance customer satisfaction.
- -Work with internal departments to ensure efficient process flow.
- -Conducted telemarketing campaigns, promoting USP products through targeted phone calls and emails to increase customer engagement.
- -Prioritized and responded to email inquiries promptly, maintaining high levels of customer service.
Customer Service Representative / Broker Sales coordinator
Aurora Loan Services, a Lehman Brothers Company
2003.09 - 2007.09
- -Supplied resources to enhance service delivery for internal and external customers.
- Resolved internal and external issues for the team.
- -Responded to incoming inquiries from internal and external customers, providing accurate information on product, pricing, file status, and website navigation.
- -Exceed daily goal of answering 55 incoming calls per day.
- -Collaborated with team to analyze and establish pull-through rates from customers. from customers and coworkers.
- -Work with internal departments to ensure efficient process flow.
- -Provide extensive internal communication between team, i.e., new loan set-up, underwriting, funding, Customer Service Coordinator, Team Coordinator, Account Executives, and management in all areas.
- -Train new employees with programs, guidelines, and systems used.
- -Assisted Spanish and English-speaking agents and clients with guidelines and products as well as translate documents from Spanish to English.
Financial Consultant
AmeriDebt
2001.09 - 2003.06
- -Answered incoming and made outgoing calls to address customer inquiries.
- -Assisted customers in consolidating credit card debt to improve financial stability.
- -Exceeded daily goal of answering 60 incoming calls per day.
- -Trained new employees on company programs and guidelines to ensure compliance and efficiency. with company’s programs and guidelines.
Education
Business Administration
Monroe College
Bronx, NY1999-09
High School Diploma - undefined
Adlai E Stevenson High School
Bronx, NY1998-06
Skills
- Customer Relationship Management
- Client Onboarding
- Epicor ERP
- Call Center Management
- Microsoft Excel
- Microsoft Word
- Microsoft Outlook
- Aura, LifePro
Certification
- Legal & General America-Frederick, MD Anti-Money Laundering Life 101
- Banner Life Insurance-Rockville, MD Loma ACS 101- Customer Service December 2008
- Enterprise Financial Training, inc., MD Mortgage Originator Course NMLS Number 402809 20 hours MD Safe Comprehensive 03-21-2011 & 03/22/2011
RECOGNITION/AWARDS
Banner Life insurance/Legal & General America
Certificate of Appreciation
Customer Service
June 2014, Banner Life insurance/Legal & General America
Employee Recognition Award
2nd Quarter 2009
QUALIFICATIONS
Bilingual (Spanish/English) professional with strong organizational and communication skills; with abilities to work independently, meet critical deadlines, identify & implement single best practices, acquire & apply knowledge rapidly, and to adapt to additional responsibilities and job requirements as they become necessary. Extensive public relations and customer service experience dealing with a range of professionals.
Timeline
Lead Retirement Services Associate
Banner Life Insurance
2025.04 - Current
Retirement Associate Representative
Legal & General America Retirement
2019.01 - 2025.04
Case Manager
Legal & General America
2008.06 - 2018.12
Client Service Representative
U.S Pharmacopeia / Aerotek Professional Services
2007.10 - 2008.06
Customer Service Representative / Broker Sales coordinator
Aurora Loan Services, a Lehman Brothers Company
2003.09 - 2007.09
Financial Consultant
AmeriDebt
2001.09 - 2003.06
High School Diploma - undefined
Adlai E Stevenson High School
Business Administration
Monroe College