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Member Care Representative II Resume Example

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MEMBER CARE REPRESENTATIVE II
Summary
Solutions-oriented Manager possessing a unique combination of skills, including business analysis, quality assurance testing and applications development experience in top-tier Mortgage and Insurance organizations.
Experience
Member Care Representative IIFeb 2015 to Current
Nationwide Mutual Insurance － Columbus, OH
  • Take inbound calls and help potential and current customers of Nationwide Insurance with their insurance needs and questions.
  • Take inbound calls from local Agents and other Nationwide employees from various areas of the company to assist them with their questions about existing policies.
  • Skills need for this position include: Consistency, Accuracy, Customer Service, De-escalation of calls, being an Expert, Problem Solving, Following complex servicing/regulatory requirements/directions.
  • Problem solve with LEAN team, a root cause and problem solving analysis, focused on cost saving, product enhancement, and job function efficiency.
  • Recent success was a projected annual savings of nearly $45,300.00 for streamlining re-writes on auto and home policies through IRT Transfers.
Prior Authorizations Representative IIFeb 2014 to Feb 2015
Express Scripts, Inc － Columbus, OH
  • Field inbound calls from Doctor's Offices, Pharmacies, Long Term Health Care Facilities, Plan Providers, and Members.
  • Maintain quality customer service with excellent communication and multitasking skills, utilizing multiple systems and automated phones.
  • Safeguard and maintain HIPAA requirements and quality customer service under highly stressful, accurate and urgent timeframes.
Owner/OperatorFeb 2006 to Feb 2013
U-Turn Renovations, LLC － Grove City, OH
  • Managed day-to-day functions necessary for continued business operations.
  • Lead construction projects, contracts, contractors and subcontractors, budgets, material sourcing and pricing, and supply chains.
  • Handled administrative functions, employees, as well as oversaw sales and marketing.
  • Point of contact for all Sales Representatives. Assisted them with problem solving arising throughout the sales life cycle and trained Sales Representatives on the customer centric, good, better, best sales approach.
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Assistant Vice PresidentFeb 2001 to Feb 2005
Chase Manhattan Mortgage Corporation － Columbus, OH
  • Managed Sales & Acquisition Transfer Department. Responsibilities included: managing staff, hiring, firing, mentoring, vendor management, and Managing incoming and outgoing sales of servicing rights to and from JP Morgan Chase.
  • Responsible for managing Business Continuity Plan and functionality dash-board.
  • Oversaw all business projects within the department and prepared progress reports for Senior Management.
  • Managed the physical transferring of collateral/legal documents to and from JP Morgan Chase and it's vendors.
  • Oversaw data mapping and UAT of that data to and from JP Morgan Chase.
  • Managed Pre-Certification and Re-Certification requirements for all investors; collected, corrected and created legal documents to meet requirements and oversaw their recording and final delivery.
  • Lead pre-file audits for transfers and generated reports for management to indicate additional cost projections for transfer.
  • Managed and expedited the delivery of all legal and custodial files between servicers, and managed any and all holdback funds associated with those deals.
  • Reviewed contracts, as it pertained to our servicing abilities, processes and procedures.
  • Managed all vendors used as well as the scoring and performance reporting surrounding the transfer of servicing and legal documents and offsite service providers.
Supervisor Escrow AdministrationFeb 1998 to Feb 2001
Chase Venture Holdings, Inc － Columbus, OH
  • Supervised a staff of 20-22 individuals, maintained performance goals, acheivements, and progress reports for each staff's success planning.
  • Responsible for managing and evaluation of company's outsource vendor (First American Tax Authority.) Tracked, managed and reconciled all escrow advances.
  • Tracked and Monitored departmental progress and success through identifying potential problems and proactively developing and implementing successful solutions.
Investor Reporting AnalystFeb 1996 to Feb 1998
Chase Manhattan Mortgage Corp － Columbus, OH
  • Responsible for timely reporting, remitting and accounting of all mortgage payments, payment splits, principle payments, loan payoff, loan inactivity reporting for the appropriate investment pools to Freddie Mac (FHLMC.)
  • Spearheaded group called "The Investor Action Committee" to specifically address any and all departmental process improvement needs.
  • Instrumental in developing and executing a new process around reporting and reconciling which took JPMorgan Chase's tier rating with FHLMC from industry low to rating to highest rating of a 1.
  • FHLMC later called this process "Best in Industry Practice".
Education and Training
Business Administration2017Franklin University － Columbus, OHBusiness Administration - 2 classes remaining.
Associate of Arts, Accounting1996Columbus State Community College － Columbus, OH
Coursework in Accounting and Finance
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High School Diploma, General/Office Education1988Westland High School － Galloway, OH
President Student Council
Coursework in Accounting and Finance
Academic Achievement Award - 3rd place finish in State OEA Accounting Testing
Skills
Process Analysis, 6 Sigma, TQM, LEAN, Business Continuity, Budgeting, Operations, Coaching, Communication, Customer Service, Mentoring, MS Office Products, Presentations, Quick Books, Social Media Platforms, Turbo Tax, Vendor Management.
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Resume Overview

Companies Worked For:

  • Nationwide Mutual Insurance
  • Express Scripts, Inc
  • U-Turn Renovations, LLC
  • Chase Manhattan Mortgage Corporation
  • Chase Venture Holdings, Inc
  • Chase Manhattan Mortgage Corp

School Attended

  • Franklin University
  • Columbus State Community College
  • Westland High School

Job Titles Held:

  • Member Care Representative II
  • Prior Authorizations Representative II
  • Owner/Operator
  • Assistant Vice President
  • Supervisor Escrow Administration
  • Investor Reporting Analyst

Degrees

  • Business Administration 2017
    Associate of Arts , Accounting 1996
    High School Diploma , General/Office Education 1988

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