LESLIE CARRILLO
Surprise
Summary
Professional with strong experience in managing and enhancing member relationships. Skilled in communication, conflict resolution, and problem-solving. Valued for ability to work collaboratively and adapt to changing needs. Known for reliability and results-driven approach.
Overview
13
13
years of professional experience
1
1
Certification
Work History
RE Origination & Member Relationship Specialist II
USAA
06.2004 - 01.2015
- Provides member service in an inbound/outbound environment.
- Interview members through phone, product and recognizing life events.
- Fastest conversion rate in inbound environment with completing on various products.
- Applies intermediate referral skills and relationship building with members by understanding members needs and providing advice.
- Skilled from complex billing projects and exemplify strong billing skills to include special payment arrangements, intra-company transfers, and general ledger.
- Effectively collaborates with team members.
- Successfully demonstrates the ability to recognize complex issues and assist members in understanding their options.
- Explaining rate increases and decreases appropriately to the membership.
- Proficient with issuing Auto and Property policies, as well as making necessary changes.
- Analyze and input applications for Property and Casualty Insurance.
- Assisted special projects during a high demand for quotes and issuing applications for Veterans and for special projects.
- Acquires and applies intermediate knowledge of real estate loan products, services, and process.
- Applies direct underwriting authority of loan products.
- Assist customers in an inbound environment with counseling on various features and benefits of mortgage products and to complete loan requests.
CSE II Technician
State of Arizona
01.2002 - 10.2004
- Processed applications for child support while conducting thorough research and updating relevant information.
- Supported database management efforts for efficient data handling.
- Documented payments from non-custodial parents and verified their addresses.
- Assisted in special projects to enhance team objectives.
- Facilitated training for new intake workers and resolved outstanding issues.
- Addressed customer service inquiries and high level case resolutions.
- Conducted thorough investigations to locate non-custodial parents using databases, public records, and skip-yracibg techniques.
- Verified and updated contact, employment,and addet information to support enforcement of child support orders.
- Collaborated with caseworkers, law enforcement. and other agencies to gather accurate location data.
- Maintained detailed case notes and ensured compliance with federal and state confidentiality regulations.
- Assisted in preparing documentation for court proceedings and enforcement actions.
Education
Associate of Science - Business Administration
Grand Canyon University
Phoenix, AZ06-2010
General High School Diploma - undefined
Independence High School
Glendale, AZ01-1994
Skills
Multiple State Insurance License's
Insurance Product Knowledge
Digital Quoting Platforms
Underwriting Tools
Cross-Selling and Retention Strategies
Customer Empathy and Problem Solving
Interest Rate and Amortization Calculations
Market and Product Knowledge
Adaptability and Attention to Detail
Customer Relationship Management
Negotiation and Persuasion
Communication and Active Listening
Mortgage Loan Processing
Credit Analysis and Risk Assessment
Loan Origination Software
Regulatory Compliance
Documentation and Compliance Management
Underwriting fundamentals
Certification
- USAA Insurance Specialist License-Issued by USAA, 2004-Expired 2015.
- Arizona Property and Casualty License- Issued 2004-Expired 2015.
Accomplishments
- Licensed in Property and Casualty Insurance.
Timeline
RE Origination & Member Relationship Specialist II
USAA
06.2004 - 01.2015
CSE II Technician
State of Arizona
01.2002 - 10.2004
General High School Diploma - undefined
Independence High School
Associate of Science - Business Administration
Grand Canyon University