Customer Service Human Resources

WILL TATE

*** ******* ***. ***. * ( BIRMINGHAM, AL ( 35209 848-***-****(

abh5b9@r.postjobfree.com

Professional Summary

An accomplished sales and financial services professional seeking a

challenging position in a leading company or organization where leadership,

negotiation and communication skills are desired. Proven ability to build

solid customer relations and manage service delivery.

Employment:

U.S. Treasury Department - Financial Specialist, (FT.) 07/09 - Present

Responsible for analyzing and posting all payments involving the collection

of all federal debts for individuals and private corporations. Collect one-

time payments over the phone and work out payment agreements for debtors

who cannot pay their debts in full. Provide collection procedures to all

debtors that include penalties of debt not being paid may result in

Treasury offset or Administrative Wage Garnishments. Assist in credit

report discrepancies to clear up error reported by Financial Management

Service and work with private collection agencies hired by the U.S.

Treasury Debt Resolution Branch to collect payments on outstanding debts.

Agencies we collect for are SBA, VA, DOE, HUD, DFAS, DOJ, IRS, MEDICARE,

and etc.

. Process delinquent debts and perform duties as assigned by a daily

Work List.

. Initiate daily telephone contact with debtors (after debtors have been

notified of delinquent debts Initial Demand Letters) in an attempt to

resolve debts through establishing payment agreements. Explaining the

Debt Collection Act of 1996. Mail Financial Statement forms to

debtors unable to repay debts and review completed Financial

Statements upon return to determine repayment alternatives within a

specific time frame to prevent premature defaults.

. Review credit reports, tax returns, proofs of income, and etc. to make

sure compromise offers would be approved by Credit Agencies for final

determination of settlement of debts.

. Prepare action forms to the creditor agencies and process

Administrative Resolutions based on Bankruptcy, Death, Entity out of

Business or Disability with Inability to Pay. Review bankruptcy

documents for completeness and contact bankruptcy courts to obtain

missing information.

. Ensure all collection tools (ex. DMS Demand Letters and Phone Calls,

Payment Options, Treasury Offset Programs, Credit Bureau Reporting,

Private Collection Agencies, Administrative Wage Garnishment, referral

to The Department of Justice and issuance of IRS Form 1099-C) are

utilize and applied to recover monies from debtors who are in default.

. Handle complex cases that require extensive interaction with managers

and agency point of contacts to plan and set workload goals plus

priorities; achieve specific results as dictated by the debt case;

organize and categorize information to prevent duplication; and

coordinate efforts to ensure that decisions were made in compliance

with collection policies.

. Advise debtors to submit disputes in writing, review disputes and

forward to appropriate creditor agency. Provide extensive assistance

to dispute analysts; review documents, forward information to creditor

agency, make resulting adjustments when required.

. Return delinquent debts to creditor agency as uncollectible after all

agency debt collection policies have been followed and exhausted.

Social Security Administration - Contact Representative, (FT.) 03/08 -

Present

Responsible for interviewing the general public in order to resolve

problems and provide advice/guidance about policies, benefits, and etc.

Interpreting complex laws, regulations, and written guidelines (e.g.,

Federal, State, or County laws) in reference to retirement, disability, or

survivors benefits. Performing administrative and clerical processes using

a computer to reconcile discrepancies in monthly or lump sum payments.

Determining eligibility for Social Security Administration Program

entitlement and continuing eligibility for claimants. Organizing,

prioritize, and processing a large volume of work within established

guidelines.

. Handle large volume of calls up to 600 calls a day from the general

public.

. Set up claims to start Retirement, Disable, or Survivor benefits.

. Complete Direct Deposit and Voluntary Tax Withholding for

beneficiaries that are currently receiving benefits from SSA.

. Interview and advise the general public on the best option as to

whether they should take early retirement at a reduced amount or

taking benefits at full retirement age.

. Explaining how a Government Pension (GPO) affect benefits that

individual is entitled to with Social Security. Answering ERISA laws

and regulations questions from the general public.

. Calculate percentages of benefit awarded to beneficiaries and give

estimate benefits amounts. Ensuring beneficiaries get the most out of

Retirement System of SSA.

. Processing enrollment of Medicare PT. A and B applications for

individuals that are turning age 65 or disable individuals entitled to

Medicare coverage after 24 months of disability entitlement. Handle

cancellation request of Medicare coverage for beneficiaries and

resolving billing discrepancies regarding coverage.

. Verify Social Security Numbers for Employer's with new hires.

. Resolve overpayment issues and set up installment agreements to pay

back on outstanding debt to Social Security Administration.

. Explaining how Workman's Compensation can reduce Social Security

Disability payments for the spouse and children that are entitled to

benefits based on an individual's earnings.

SunGard Omni Business Systems, LLC - Employee Benefits Remittance

Specialist, (FT.) 02/07 - 03/08

Responsible for the processing and posting of various plans such as

401A/401K/403B/457B and F retirement benefit contribution payments for a

major client (TIAA-CREF) of SunGard Data Systems. Ensure that all

transactions are processed in compliance with corporate and industry

standards and reconciled against matching data. Maintain ownership and

accountability for assigned Defined Benefit plans. Enrolling new

participants into different types of contribution plans, setting up

allocation of funds based on monthly and bi-monthly payments. Updating name

corrections, address corrections, social security number corrections,

beneficiaries, and reviewing enrollment eligibility.

. Selected for cross-training on enrollments and participants account

maintenance and allocation changes to assist the Service Bureau

Enrollments departments in reducing work backlog.

. Produced daily reports for Service Bureau management on remittance cash

posted and outstanding work tasks.

. Responsible for 25 to 50 plans with little as 100 to 500 individuals

within a group. Completed 5500 form filing along with processing loans

distributions as well.

. Completed termination requests via phone and email.

. Provided assistance to new employees in training.

. Selected by management to conduct testing of IP and network connectivity

along with application access following a hard drive upgrade

implementation.

. Recognized weekly for exceeding enrollment goals.

American Family Care Corporate - Customer Service Representative, (FT.)

08/05 - 02/07

Provided inbound customer service for patients of American Family Care.

Addressed a high volume of diverse customer service requests including

billing issues, claim questions, and explanation of benefits.

. Selected as part of a small team set up to interact with private

collection agencies by reporting payments or non-payments.

. Chosen by management to manage the commercial health insurance filing

process.

. Frequently recognized in team meetings for exceeding call volume goals.

Blue Cross and Blue Shield of AL - Customer Service Specialist III, (FT.)

06/01 -08/05

Verified and quoted insurance benefits to customers and health care

providers. Coordinated BCBS of Alabama health-dental benefits with other

insurance plans to determine who was primary, secondary, or tertiary.

Researched and resolved billing payments issue with hospitals, physicians,

and durable medical equipment providers. Marketed and cross-sold supplement

health-dental plans over the phone and face-to-face contact.

. Selected to recruit new clients with BC/BS of AL Federal Employees

Marketing Department at health fairs.

. Sale Presentations with government groups from 50 to 200 people.

. Increased enrollment of new clients to BC/BS of AL health and dental

plans.

. Recognized as one of the top Customer Service Specialist in the Federal

Employee Department based on customer satisfaction surveys.

. Coached new hires in training..

Southtrust Bank - Financial Advisor, (FT.) 11/99 -06/01

Answered 160 to 200 calls a day in a call center environment providing

customer with information on checking, saving, certificate of deposit, and

loan accounts. Handle multiple tasks in a fast pace environment approving

credit applications over the phone, credit cards, money market accounts,

and loans. Researched account discrepancies, filed lost/stolen reports on

ATM/Checkcards, refunded charges, verified accounts for merchants. Provided

customers with solution focused advice on money market investments.

. Exceeded monthly sales goals on new accounts, credit cards, and loan

account openings.

. Created monthly incentives program to help recognize performances of team

members.

. Selected by Supervisor to resolve critical issue with our customers in

the absence of management.

Amsouth Bank - Money Vault Teller (FT.), 03/99 - 11/99

Responsible for crediting deposits for individual and commercial account

holders. Ensured daily reports were completed at the end of the business

day. Kept track of daily balancing/transferring transactions to the Federal

Reserve Bank and Loomis Fargo.

. Won Teller Awards for great customer service with our customers.

. Coached new hires in training.

Education:

ITT Technical Institute Bessemer, AL 35022

Major: Information Technology - Software Applications and Programming

Pursuing Associate of Applied Science Program in Informational Technology

2007-2008

Faulkner University Hoover, AL 35216

Major: Management in Human Resources

Bachelor of Science in Management of Human Resources 2002

Broad Street High School Shelby, MS 38774

High School Diploma, Honor Student, 1995

Special Training and Skills:

Microsoft Word, PowerPoint, Access, Excel, Lotus Notes 1-2-3 Plan Office,

OmniVBA, Omniplus, Omnipay, Omnistation, PowerImage/EXP, Siebel, Mobius,

and Legacy. Advance users skills in Excel and Access. Visual Basic and

typing 50 WPM.

References:

Available Upon Request.

Contact this candidate