LiveCareer-Resume

customer service collections representative resume example with 5+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • Home: (555) 432-1000
  • Cell:
  • resumesample@example.com
Summary

Personable, friendly and solution-oriented Customer Service Rep. with over 10 years of experience in service and support. Customer-focused team player offering expertise in conflict mediation, time management and sales. Dedicated to customer loyalty and satisfaction.

Skills
  • Bilingual Spanish Fluent
  • Call center operations
  • Call controlling
  • Report preparation
  • Interpersonal skills
  • Data entry
  • Inbound phone call management
  • Account updating
  • Technical troubleshooting
  • Training and development
  • Resolving issues
  • MSP/ Black Knight knowledge
  • CSF PEGA
  • SPEEDPAY W/U
  • HUD Certify
  • Early Resolution
  • Ring Central
  • NICE in Contact
  • Paymentus
  • FEMA
  • Pure Cloud
  • Health Cloud
  • HIPPA
  • Cobra
  • Office 365
  • Outlook
  • Beeline
  • Early Resolution
  • Text Chat
  • HEDIS
  • HIM-Health Information Management
  • Medical recordkeeping
  • Insurance Verification
Experience
Insurance Advisor/Medical Records Clerk, 08/2022 to Current
DrivetimeSalt Lake City, UT,
  • Educated and counseled clients about insurance coverage differences and results of decisions to persuasively sell maximum coverage within budget.
  • Communicated with clients by phone and email to answer questions and offer services.
  • Attended continuing education courses to maintain insurance license.
  • Answered insurer questions regarding policyholders.
  • Promptly responded to reported claims by communicating with customers and reporting information.
  • Conducted research to identify ideal coverage options for customers.
  • Supported accounting functions by assisting with accounts receivables, banking and cash management.
  • Maintained detailed knowledge of popular national and regional insurers to efficiently compile suggestions for clients.
  • Engaged customers and provided high level of service by carefully explaining details about documents.
  • Assisted with FSA ,HSA ,Life Insurance and more.
  • Organized and verified enrollment and benefits documents.
  • Coordinated enrollment into plan benefits directly with insurance companies or through marketplace.
  • Responded to member questions regarding plan benefits and provisions.
  • Negotiated collective agreements on behalf of employers or workers and mediated labor disputes and grievances.
  • Prepared occupational classifications, job descriptions and salary scales.
  • Prepared flow charts and career path reports to summarize job analysis and evaluation and compensation analysis information.
  • Researched employee benefit and health and safety practices, recommending changes or modifications to existing policies.
  • Researched and reviewed information to determine validity of insurance claims and contacted companies and customers about decisions.
  • Documented specific claims by completing and recording forms, reports and logs.
  • Communicated with other departments to establish action plans and manage open claims to closure.
  • Maintained knowledge of policies and procedures and insurance coverage benefit levels, eligibility systems and verification processes.
  • Planned and conducted investigations of claims to confirm coverage and compensability.
  • Documented medically relevant information to track medications.
  • Interviewed patient to identify scope of medical emergency.
  • Reassured patients by explaining steps in emergency assessment process.
  • Surveyed emergency scenes consisting of multiple patients and promptly set up triage.
  • Maintained complete confidentiality in accordance with organization and legal requirements.
  • Scanned incoming documentation.
  • Observed confidentiality and safeguarded all patient-related information.
  • Purged outdated files.
  • Pulled patient charts for upcoming appointments.
  • Obtained information by contacting appropriate personnel or patients.
Customer Service Collections Representative, 06/2021 to 06/2022
Gm FinancialDenver, CO,
  • Ordered demands, HOA statements, evidence of insurance and other required documents.
  • Facilitated clear and effective communication between brokers, borrowers and lenders.
  • Put together closing statements for buyer and seller review.
  • Reviewed and interpreted buyer, seller and lender instructions to assess escrow requirements.
  • Managed master calendar of signings and organized related paperwork.
  • Oversaw complete real estate closing process and adhered to all related process guidelines, company standards and title requirements.
  • Ordered title reports for issuing title insurance, identified and resolved title defects and satisfied existing liens and encumbrances against property or principals.
  • Consulted with title department to resolve tax liens, boundary disputes and encroachments.
  • Closed purchase transactions in multi-state, high-volume environment and satisfied customer expectations by meeting timelines and communicating proactively.
  • Analyzed customer feedback and developed new techniques to ensure customer retention.
  • Received information regarding identified problems and devised responses to satisfy concerns.
  • Worked with customers, realty professionals and lender representatives to complete smooth and efficient process.
  • Reviewed documents for accuracy and verified funds.
  • Reviewed contracts, commitments and orders to prepare for closing and assembled documents to prepare files and facilitate smooth final transactions.
  • Handled escalated customer service concerns to preserve revenue streams from key customers.
  • Improved call management database by frequently changing and updating customer contact information.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Educated customers on special pricing opportunities and company offerings.
  • Documented conversations with customers to track requests, problems and solutions.
  • Notified customers of delinquent accounts with attempt to collect outstanding amounts.
  • Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals.
  • Processed payments over phone and set up recurring drafts.
COVID-19 Response Case Investigator/Medical Record, 03/2020 to 06/2021
Bank Of AmericaCity, STATE,
  • Safeguarded patient records, managing data transfers in compliance with HIPAA standards and organizational regulations.
  • Generated medical record invoices for requestors.
  • Retrieved medical charts for healthcare staff for filing in medical records.
  • Followed set protocol for contacting assigned newly diagnosed COVID-19 case patients and documented contact attempts and timeframes.
  • Explained importance of contact tracing to prevent disease transmission and keep communities healthy.
  • Leveraged scripted template to guide interview process, ask required questions and conduct interactions with professionalism and empathy.
  • Scanning and Indexing of Medical Records in an acute care setting
  • Answered calls and interacted with community members to provide information on advocacy services.
  • Assisted individuals with navigating health care systems, appointments and classes.
  • Received processed and tracked patient documentation with speed and accuracy.
  • Delivered healthy living and disease management information to specific population groups.
  • Helped people enroll in programs, arrange transportation and coordinate paperwork.
  • Distributed flyers, brochures or other informational or educational documents to inform members of targeted community.
  • Created and oversaw training courses focused on team and community education.
  • Performed blood pressure screening, breast cancer screening, and communicable disease screening as part of community wellness initiative.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Juggled multiple projects and tasks to ensure high quality and timely delivery.
  • Demonstrated self-reliance by meeting and exceeding workflow needs.
  • Scanned incoming documentation.
  • Maintained complete confidentiality in accordance with organization and legal requirements.
  • Observed confidentiality and safeguarded all patient-related information.
  • Pulled patient charts for upcoming appointments.
  • Obtained information by contacting appropriate personnel or patients.
  • Consolidated diverse medical records.
  • Verified legitimacy, accuracy and authority of records requests.
  • Tracked and processed release of information requests.
  • Managed release of information requests and identified requestors as patient, relation or provider.
Home Equity Specialist /Collections Specialist, 03/2019 to 03/2020
National General LoanCity, STATE,
  • Reviewed loan agreements to verify completeness and accuracy according to applicable policies.
  • Met with applicants to obtain information for loan applications and answer questions about processes.
  • Listened carefully to customer complaints and swiftly resolved issues by taking appropriate action.
  • Identified valuable solutions for customers with credit problems.
  • Reviewed credit histories from applicants and determined feasibility of granting requested loans.
  • Helped customers make decisions about loans and lines of credit based on availability, terms and benefits.
  • Maintained strong call control and quickly worked through scripts to address problems.
  • Documented conversations with customers to track requests, problems and solutions.
  • Assessed customer account information to determine current issues and potential solutions.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Pursued opportunities to advance client relations skills and further enhance customer satisfaction in every interaction.
  • Strengthened team performance and productivity by training and inspiring team members.
  • Educated clients on how to navigate company systems and work within established frameworks to obtain desired services.
  • Implemented services to assist company in maintaining exceptional client service ratings on external audits.
  • Answered, screened and processed high volume of calls daily with call management system and web-based communications.
  • Arranged for debt repayment and established repayment schedule based on customer finances.
  • Recorded and updated customer personal accounts with accurate contact information.
  • Met demands of busy collections group by performing high volume of daily calls.
  • Reviewed accounts to determine payment plan compliance.
  • Recorded information about customers' financial status and collections status efforts.
  • Located and monitored overdue accounts using billing system to begin collections process.
  • Negotiated credit extensions to assist customers in paying overdue accounts.
Customer Service Insurance Specialist, 02/2017 to 03/2019
Company NameCity, State,
  • Managed customer expectations by clarifying needs, identifying options and recommending products and services.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
  • Documented conversations with customers to track requests, problems and solutions.
  • Maintained strong call control and quickly worked through scripts to address problems.
  • Assessed customer account information to determine current issues and potential solutions.
  • Consulted with customers to determine best methods to resolve service and billing issues.
  • Answered, screened and processed high volume of calls daily with call management system and web-based communications.
  • Resolved inquiries to consistently meet performance benchmarks.
  • Trained new employees on processes to promote productivity team-wide.
  • Engaged customers and provided high level of service by carefully explaining details about documents.
  • Analyzed customer needs and provided best options, upselling products and services.
  • Received underwriting approvals after accurately completing applications for insurance coverage.
  • Coordinated appointments and consultations with clients to identify individual needs and gain better understanding of overall financial situations.
  • Generated new leads and identified potential clients by using successful direct marketing strategies.
  • Drove client retention by increasing savings opportunities and identifying premium discounts.
  • Improved office operations continually by maintaining records, tracking data and promoting internal communications.
  • Provided quick turnaround time when customers called with questions, usually within 24 hours.
  • Reviewed coverage plans and strategic initiatives, determining how best to align new offerings with business goals.
Education and Training
High School Diploma: , Expected in 06/2009 to NEW VISION ACADEMY - DALLAS TX,
GPA:

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Resume Overview

School Attended

  • NEW VISION ACADEMY

Job Titles Held:

  • Insurance Advisor/Medical Records Clerk
  • Customer Service Collections Representative
  • COVID-19 Response Case Investigator/Medical Record
  • Home Equity Specialist /Collections Specialist
  • Customer Service Insurance Specialist

Degrees

  • High School Diploma

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