eligibility enrollment analyst team leader resume example with 18+ years of experience

Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000,
Professional Summary

Experienced team leader with strong leadership abilities combined with more than 15 years' experience in eligibility determination, enrollment process and excellent customer service skills. Motivated and positive individual with great organizational and communication skills. Provide thorough answers, solutions and provide an exceptional customer experience.

  • Team player
  • Community-Client relations
  • Team leadership and supervision
  • Multi Tasking
  • Analytical Skills
  • Organizational Skills
  • Microsoft Word, Excel, & Outlook
  • Bilingual-Creole
  • Problem Solving
  • Customer Service
  • Communication Skills
Work History
10/2000 to 05/2006 Eligibility Enrollment Analyst Team Leader Titlemax, Inc. | Rolla, MO,
  • Review reviewed over 50 applications weekly for the Coordinated Care Program.
  • Assigned over 250 applications monthly and equalized the workflow of applications.
  • Initiated appropriate follow-up actions to meet productivity.
  • Assisted with training of new employees.
  • Provided clear comprehension and culturally appropriate instructions to applicants.
  • Acted as liaison between applicants and other social service providers.
  • Reviewed denial applications and sends closing letter.
  • Conducted effective interviews of clients utilizing appropriate techniques in order to comply with Coordinated Care guidelines.
  • Served as staff resource in the absence of Eligibility Manager.
  • Investigated and resolved customer complaints to foster satisfaction.
  • Adhered to established policies, procedures and compliance for satisfactory audit rating.
  • Sorted incoming mail and faxes and expedited urgent correspondence for immediate attention.
  • Followed quality standards and procedures to minimize errors and maximize customer satisfaction.
  • Inputted all gathered information and researched data on applicants into computer system using Diamond system
  • Followed guidelines when reviewing applicant data to determine eligibility for Coordinated Care coverage
  • Inputted all gathered information and researched data on applicants into computer system using diamond system.
  • Documented all communication with applicants and inputted information into system using Diamond system and Microsoft word.
06/2006 to 09/2007 Customer Service Representative City Of Modesto, Ca | Modesto, CA,
  • Consulted with members by telephone to provide information, took orders, answered questions and handled complaints.
  • Placed over 200 outbound calls, followed a script to generate sales.
  • Investigated and followed up on customer problems.
  • Updated customer files and database.
  • Educated customers on promotions to enhance sales.
  • Sell over 100 membership monthly.
09/2012 to 07/2013 Housing Financial Specialist Great Lakes Credit Union | Country Club Hills, IL,
  • Reviewed over 20 applications for the Housing Down payment assistant program monthly.
  • Interviewed applicants to determine eligibility for Down payment program.
  • Monitored case files until approval or denial of application.
  • Facilitated community outreach initiatives, workshops, presentations.
  • Tracked applicants' loan status to update appropriate teams and facilitate subsequent steps, leading to timely closings.
  • Performed quality control reviews of all loan packages to check adherence with federal and state regulatory requirements.
  • Assisted with training sessions to lenders and realtors on compliance and regulatory standards of SHIP and HOME program.
  • Monitored closing disclosures to ensure documents contained required signatures.
  • Maintained current knowledge of loan products and applicable requirements, processes, procedures, internal policies and regulations.
  • Prepared and presented comprehensive reports to upper management and audit team, covering issues and recommendations.
  • Maintained half a million dollar budget for Down.payment program.
  • Monitored rehabilitation and new construction homes within the City revitalization area.
02/2008 to 12/2019 Housing Counselor Delray Beach Community Development Corporation | City, STATE,
  • Evaluated credit reports to uncover problems and develop strategies for consolidating and reducing client debt.
  • Contacted major credit bureaus to obtain copies of files and discuss specific entries.
  • Responded to client concerns and questions about credit scores and methods to improve numbers.
  • Produced budget tools, educational support and referrals for clients.
  • Developed standard operating procedures and document workflow for current and future process steps.
  • Conducted Homebuyer education workshops.
  • Worked closely with City and County HOME and SHIP program.
  • Assisted clients with the home buying process from start to finish.
  • Attended County and City SHIP and HOME program meeting.
Expected in 05/2006 to to Bachelor of Science | Business Administration And Management Northwood University, West Palm Beach, FL, GPA:

Related coursework: Accounting, Ethics, Human Resource Management, Marketing, Micro and Macroeconomics, Production Management and Strategic Planning

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Resume Overview

School Attended

  • Northwood University

Job Titles Held:

  • Eligibility Enrollment Analyst Team Leader
  • Customer Service Representative
  • Housing Financial Specialist
  • Housing Counselor


  • Bachelor of Science

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