Profile

Collection Specialist possessing more than ten years of experience within

call center seeking internal growth opportunity. Dedicated to leveraging

SEFCU as a leader in providing exceptional member service experiences

through leadership by example, and promoting active engagement with new and

existing members.

Skills Summary

Product Knowledge Call Center Technical Systems

Customer Service Record Keeping Operations

Staff Support Highly Organized Professional Demeanor

Professional Experience

12/2008-Present SEFCU - Albany NY

Collection Specialist (07/2014-Present)

Assign, track and maintain records regarding

repossessed assets, their value and information.

Applies Proceeds for repossessed assets sold at

auction.

Consistantly maintaing multiple department spreadsheets

retaining departmental data on company debt and repossessed

assets.

A resource for policy and procedural questions from

staff and handles all member escalations.

Maintains a business relationship with outside

collection agencies as well as internal departments.

Primary administrater on working and closing all incoming

department service requests.

Manages all Credit Bureau corrections and reporting.

Promptly files GAP claims on total loss vehicles.

Member Solutions Specialist (12/08-7/2014)

o Provide assistance with fund transfers, account balances,

account histories, loan maintenance, financial transactions and

payment processing.

o Process loan applications for Personal Lines of Credit,

Education, VISA Credit Cards, Auto, Sports craft/RV and Home

Equity loans. Fixed and Variable rate loans and new memberships.

o Administer support with financial decision planning and

investment planning utilizing product knowledge.

o Proficient in technical system operations and functions with

FSP, CRM, Touche, PSCU and Meridian Link.

o Provide website support as well as educated members about

products and services based on their needs and for their

convenience.

o Consistantly maintains a high-level of support and assistance

with respect and courtesy for each and every member, enhancing

their experience.

08/2005-9/2008 Empire BlueCross BlueShield/Wellpoint - Albany NY

Customer Advocate Representative II

o Advocated for members with claim questions, submissions,

processing and billing errors.

o Assisted as a Supervisor for escalated member contacts as well

as an educational resource for co- workers with questions.

o Provided guidance on facility billing, coding and submission

o Performed acility and medical claims adjustments, keying

original claims, and organized simple and complex coordination

of benefits.

o Maintained close involvement with hospital Facility billing

departments, ambulatory surgery centers, private practice

doctors and therapists using UB92, HICFA forms and procedures.

o Provided guidance with Medicare, Medicaid, No-Fault and Workers

Compensation policies and procedure.

Medicare Part B Reimbursement Hotline

o Provided support to NYS retired members with questions and

concerns with reimbursements.

o Collected information from the NYS Department of Civil Services

to ensure proper reimbursements, enrollment and membership

inquiries.

o Educated members on the process of the Medicare Reimbursements.

Special Segments (4/2008-7/2008)

o Assisted customer care lines, benefit quotes, claims

interpretation and resolutions.

o Maintained claim inventory for personal as well as departmental.

o Contract experience includes HMO, PPO, EPO, FSA and ASO.

2/2001-8/2005 Hudson Valley Community College - Viking Child

Care Center - Troy, NY

Head Teacher

o Provided educational learning opportunities for preschool aged

children in a curriculum structured program.

o Maintained a healthy and nurturing learning environment with

weekly based lesson plans and selected daily activities with

friendly and welcoming atmospheres.

o Experience working with Head Start Program, Social Services and

Family Court and counseling

Community Involvement

American Foundation for Suicide Prevention - Albany, NY

American Heart Association - Albany, NY

Education

Child Care Coordinating Council - Albany, NY

Child Development Associate, December 2004

MAT - Medical Administrative Training

Cohoes High School - Cohoes, NY May 2000

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