Jennifer Jerchau

Experience

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  Prudential Financial

  Apr 2014 - Feb 2016

  Customer Service Representative

  ● Processed 50+ inbound inquiry calls each day by answering inquiries from consumers and policyholders as well as researching pricing and reliability for liability and benefit coverage● Collaborated with business partners across the organization to meet daily performance goals through effective communication, teamwork, and time management in a fast paced environment● Accurately documented customer requests and responses in CRM account database, maintaining a 97% quality review score● Resolved 95% of all customer complaints within 1 hour of initial intake through effective communication and problem-solving skills● Assisted in preparing training materials and facilitating customer service training for new and existing employees to build a high performing team● Reviewed orders, forms, applications, and requests in customer accounts system for details and accuracy Show less

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  Capgemini (acquired Prudential in June 2016)

  Feb 2016 - Feb 2017

  Claims Examiner

  ● Oversaw caseload of 200 insurance claimants as third-party administrator (TPA) by analyzing and evaluating available data to approve and deny claims based on policy guidelines for skilled nursing care, home health care, and assisted living● Issued claim payment to policyholder within 5 days of submission, strictly adhering to Standard Operating Procedures to reduce errors and support high client satisfaction● Monitored and tracked emerging trends through risk assessments to identify potential cases of fraud● Conducted User Acceptance Testing (UAT) to track and resolve any defects during migration Show less

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  The Janssen Pharmaceutical Companies of Johnson & Johnson

  Feb 2017 - Oct 2020

  PQV Combination Products Analyst 3, Product Quality Vigilance (PQV)

  ● Triaged, evaluated, and processed product quality complaints in accordance with Standard Operating Procedures to ensure End-to-End (E2E) completion while adhering to strict timelines● Performed MDR evaluations for medical products by identifying defect category for investigation and coordinating with complainant to recover field samples for evaluation● Collaborated with cross-functional teams to identify and assign investigations to manufacturing sites and recommend appropriate corrective and preventive actions (CAPA)● Compiled product and lot-specific complaint trending data to identify quality trends and provide feedback to internal affiliates to ensure integrity, consistency, and compliance for case closure● Supported internal and external audits and inspections, identifying gaps and recommending process improvements to reduce defective products and optimize product quality Show less

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  Berkadia

  Oct 2020 - now

  Senior Investor Reporting Analyst, Commercial Property Loan Servicing

  ● Process Freddie Mac Cash Portfolio loan reporting and reconcile Freddie Mac monthly bank reconciliation reports to confirm accurate reporting and remitting of funds to the agency, meeting various deadlines simultaneously● Pinpoint and resolve accounting issues and reporting variances due to system errors by sorting through large amounts of data● Suggested impactful recommendations to aid business performance, resulting in 20% fewer data accuracy issues● Identify discrepancies with Freddie Mac reporting system's website, MyOptigo, and collaborate with Federal Agency'sIT department to provide suggestions for improving website operations● Structure mortgage loan payment data files for system uploads and work with Federal Housing agencies to resolve any reporting or remittance issues for quality assurance● Streamlined company’s internal reporting process for Freddie Mac by creating wire templates, utilizing a uniform reporting structure, and developing task-due calendars to reduce processing time by 50%, decrease human error, lower fees assessed, and relieve team stress● Supported cross-training of staff by coaching analysts on daily and monthly administration of Investor Reporting loan portfolios, achieving quicker turn-around times for processing requests Show less