remote customer service specialist public trust resume example with 11+ years of experience
Jessica
Claire
resumesample@example.com
(555) XXX-1000,
, , 100 Montgomery St. 10th Floor
:
Summary
Skillful Accounts Receivable Specialist with 6 years' experience in financial services, collections and customer care management across diverse industries. Knowledgeable, analytical and personable with excellent problem solving skills and strengths in areas of credit and collections. Proven to improve workflow efficiencies while maintaining high standards in customer service.
Skills
Customer Service
Upselling Products and Services
Understanding Customer Needs
De-escalation Techniques
Senior Leadership Support
Verbal and Written Communication
Accounts Payable and Receivable
QuickBooks
Data Analysis
Federal Regulation Compliance
Precision and Accuracy
Customer Relations
Creative Problem Solving
Bank Statement Reconciliation
Education and Training
DeVry UniversityDowners Grove, ILExpected in 05/2021 ā āBachelor of Science:Accounting And Business Management - GPA:
Experience
New York Community Bancorp, Inc. - Remote Customer Service Specialist/Public Trust Mineola, NY, 08/2022 - Current
Reads, uses, and interprets flood hazard data and technical documents including but not limited to FEMA Flood Insurance Rate Maps (FIRMs), Flood Insurance Studies (FIS), and other flood hazard products, including those in a Geographic Information Systems (GIS) format.
Perform risk assessment using flood hazard maps and technical surveying/engineering documents to evaluate the applicability of the mandatory flood insurance purchase requirement through the Letter of Map Change (LOMC) process.
Use a variety of tools and software such as the mapping Information Platform (MIP), National Flood Hazard Layer (NFHL), and LOMA Logic, an internal processing tool that facilities the processing of Letter of Map Change (LOMC) requests.
Reads, uses, and interprets Federal floodplain management regulations and other technical industry publications including, but not limited to the NFIP Flood Insurance Manual, the FEMA 480, the MT-1 Technical Guidance, and FEMA Technical Bulletins.
Supports stakeholder inquiries regarding flood hazard mapping, floodplain management, and flood insurance activities pertaining to the NFIP.
Responds to inquires by providing excellent customer service, clarifying issues to both technical and non-technical audience, researching regulations and requirements, implementing solutions; and escalating unresolved problems or questions to more tenured team members or subject matter experts.
Disseminate information on Federal regulatory requirements and guidance, NFIP flood insurance risk rating and applicable rules/documentation.
Entering data accurately, while in a fast-paced environment.
Handles inbound and outbound telephone calls, chats, and emails using exemplary customer service industry techniques, including verbal soft skills and issue identification.
Completes detailed research to support NFIP policyholders with historical flood insurance claim information with accuracy and ensuring the protection of customer information.
Convey general information pertaining to flood insurance including but not limited to claims, rating, coverage, elevation certificates, cancellations, endoresements, and agent referrals.
Provide resources, points of contact and general knowledge about flood insurance.
Maintains accuracy in the customer database by capturing, validating, storing, protecting, and processing required data to ensure the availability, reliability, and relevance of the data.
Supports the training program by training and coaching newly hired staff and communicating with managers to identify training needs.
Fosters an environment of continued learning by providing feedback to and accepting feedback from peers.
Supports the client's mission as necessary and the contact center in a surge capacity in times of disaster to include extended hours of operation and weekend support.
Updated the status of accounts on a daily basis with accurate detailed notes and follow up actions
Received payment and posted to appropriate customer accounts.
Participated in phone queue coverage and makes 100+ outbound calls as needed.
Negotiated rates with customers and entered payments into accounting system.
Reviewed accounts to determine payment plan compliance.
Met demands of busy collections group by performing high volume of daily calls.
Located and monitored overdue accounts using billing system to begin collections process.
Completed skip traces on customers failing respond to collection efforts.
Collaborated with legal department officials on bankruptcy cases for management of proceedings and post-petition payments.
Acts as liaison with third party vendors to include transfer of information, posting of payments and updating accounts
Received Delinquent and Negative Share reports and verifies the status of the accounts.
Followed-up on delinquent accounts and negative balance deposit accounts (Negative Shares & Courtesy Pay) by telephone, personal contact and/or written correspondence to secure a satisfactory explanation and/or resolution to the loan account status.
Prepared documentation required for collection and repossession activities.
Documents in Symitar Collection System all collection communications, attempted communication and actions taken, including telephone conversations, alternative financial arrangements and written correspondence (mail and/or email).
Responsible for monitoring, responding, or delegating (as appropriate) Recovery Services Group emails and faxes.
PenFed Credit Union - Credit Bureau Specialist City, STATE, 05/2020 - 10/2020
Handled sensitive consumer information (credit bureau data, raw PII, customer account information)
Utilized third party data sources, internal systems and tools to research and analyze information to ensure accuracy of credit reporting
Researched and responded to disputes received directly by mail or email
Utilized e-Oscar to quickly respond to indirect disputes in the way of Automated Consumer Dispute Verification (ACDV)
Researches and actions feedback from the credit bureaus, internal reporting, and third parties to ensure accurate reporting
Corrected inaccurate account information provided to CRAs and documents the resolution using internal systems and e-OSCAR
Capital Medical Supply - Customer Service Representative City, STATE, 02/2018 - 05/2020
Handled all intake/incoming customer (physician staff, facility staff, and/or patients) calls,emails, and document inquiries appropriately.
Audited medical records to ensure compliance with the organization's coding procedures and standards
Verified insurance for DME coverage and prior authorization information including deductible, effective dates and claims address.
Placed patient orders by calling on a weekly basis, and checking available inventory
Work with referral source/ on delivery and pick up arrangements/ Assist with preparing the delivery logs for delivery
Updated 719A authorization forms making sure they are with the grace period
Followed up with insurances to get authorizations.
Updated and scan new customers to brightree
Checked same and similar for Medicare/ Medicaid products.
Andrews Federal CU - Teller/Financial Services Representative City, STATE, 04/2015 - 01/2018
Balanced daily cash deposits and vault inventory with zero error rate.
Maintained confidentiality of bank records and client information.
Trained employees on cash drawer operation.
Performed special services for customers, ordering bank cards and checks.
Leveraged customer service and sales abilities to consistently meet performance goals.
Identified transaction errors when debits and credits did not balance.
Issued and redeemed money orders, cashier checks, traveler's checks and savings bonds.
Opened new checking, savings and lines of credit for customer accounts.
Explained bank services, financial products and applicable fees to customers.
Cross-sold bank products and services based on customer needs to boost sales.
Established strong and positive working relationships within organization to contribute to team success.
Interviewed clients to determine income, expenses, financial objectives and risk tolerance in order to develop successful financial plans.
Cold-called potential clients to discuss available financial products and services.
Sprint - Sales Associate City, STATE, 05/2011 - 12/2014
Answered product questions with up-to-date knowledge of sales and promotions.
Obtained signatures for financial documents and internal and external invoices.
Assisted teammates with sales-processing tasks to meet daily sales goals.
Received and displayed product shipments on store retail shelves upon delivery.
Sold various products by explaining unique features and educating customers on proper application or usage.
Increased purchase amounts by cross-selling with similar products.
Collected payments and provided accurate change.
Tracked company inventories, moved excess stock and arranged products to improve sales.
Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
Arranged new merchandise with signage and appealing displays to encourage customer sales and move overstock items.
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