Settlement Specialist resume example with 15+ years of experience

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

Skilled professional with 10+ years of experience in Customer Service and Settlement Negotiations within the Financial Services Industry. Has demonstrated the ability to provide excellent service with a focus on innovation and efficiency through developing rapport and providing solutions that are tailored to individual Clients' needs within the debt settlement space. Able to lead high-performance demands and meet stated objectives, while ensuring compliance with all federal regulations, ethical standards, and organizational protocols. Independent-thinker talented in devising solutions specific to each conflict and situation. Active listener with attention on maintaining clear communication throughout case assessment and resolution.

  • Dispute Management
  • Conflict Mediation
  • Document Preparation
  • Basic Math
  • Critical Thinking
  • Supervision & Leadership
  • People Skills
  • Conflict Resolution
  • Customer Service
  • Problem Resolution
  • Computer Skills
  • Friendly, Positive Attitude
  • Planning & Organizing
  • Relationship Building
  • Data Management
  • Organizational Skills
  • Active Listening
  • Good Work Ethic
10/2011 to 08/2021
Settlement Specialist Real Broker Atlanta, GA,
  • Gathered proper documentation and data to prepare claims for submission.
  • Stayed calm and professional in situations and resolved conflicts to the customer's satisfaction.
  • Negotiated payment plans and arrangements.
  • Put together settlement options and development payment plans.
  • Negotiated settlements and agreements between parties by providing mutual support and driving resolutions.
  • Devised innovative and targeted solutions for each case to achieve mutually satisfactory resolutions.
  • Utilized proven methods of dispute resolution by fostering understanding of the opposing party's perspective.
  • Authored settlement agreement documents containing resolutions and obtained signatures from both parties to finalize agreements.
  • Educated disputants on laws, regulations, and procedures applying to cases and potential legal roadblocks for proposed solutions.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Juggled multiple projects and tasks to ensure high quality and timely delivery.
08/2008 to 09/2011
Customer Service Representative Sp Plus Corporation Denver, CO,
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Educated customers on special pricing opportunities and company offerings.
  • Assisted customers with making payments or establishing payment plans to bring accounts current.
  • Fielded customer complaints and queries, fast-tracking for problem resolution.
  • Upheld quality control policies and procedures to increase customer satisfaction.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Consulted with customers to resolve service and billing issues.
  • Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Used proven techniques to de-escalate angry customers during telephone interactions.
  • Developed strong customer relationships to encourage repeat business.
  • Made outbound calls to obtain account information.
  • Explained benefits, features and recommendations to maximize client retention.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Improved customer service wait times to mitigate complaints.
  • Relayed customer feedback to cross-functional teams to improve products and services.
  • Mentored new employees on procedures and policies to maximize team performance.
  • Liaised cross-functionally to develop operational improvement initiatives.
  • Organized client contracts, records and reports to strengthen traceability.
  • Exceeded company productivity standards on consistent basis.
08/2005 to 07/2008
Dental Receptionist Heartland Dental Camby, IN,
  • Answered and managed incoming calls and emails.
  • Collected payments from patients and arranged payment schedules.
  • Verified, updated and entered patient information into system.
  • Demonstrated proficiencies in telephone, e-mail, fax and front-desk reception within high-volume environment.
  • Gathered medical information, dental health history and vitals from patients.
  • Scheduled cleanings and dental appointments for patients using appointment software.
  • Maintained master calendar and scheduled new appointments based on provider availability.
  • Received and distributed incoming fax, mail and parcels to staff to facilitate communication.
  • Checked patients in and out, verified insurance and collecting co-pays to keep business administrative and financial records current.
  • Prepared new patient files and updated existing records with new personal, insurance, and medical information.
  • Handled telephone and in-person requests for assistance from new and established dental practice patients.
  • Created and maintained accurate and confidential patient files according to regulatory mandates.
  • Managed front office customer service, appointment management, billing and administration tasks to streamline workflow.
  • Contacted other medical facilities to confirm medical histories and prevent inaccurate diagnoses.
  • Called patients to schedule appointments, consistently double-checking information and availability.
  • Managed incoming telephone calls, took messages and directed callers to personnel.
  • Updated patient financial information to promote accurate record keeping.
  • Adhered to HIPAA requirements to safeguard patient confidentiality.
Education and Training
Expected in 06/2005
Gibbs College - Boston Ma,
  • Major in Office Administration with Medical Clinical Specialization

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Resume Overview

School Attended

  • Gibbs College

Job Titles Held:

  • Settlement Specialist
  • Customer Service Representative
  • Dental Receptionist


  • GED

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