Customer Service Representative
Resume:
Yolanda D. McCrea
Chicago, IL 60620
Phone 773-***-****
*******@*****.***
Career Summary: I have sixteen years’ experience in Bank Operations and twelve years’ experience in Long Term Disability, Waiver of Life Premium, Extended Life Benefit and Continued Disability Benefit Claims. I’ve worked with implementation projects for new claims systems and developed reports to manage work flow and clear reserves. I am seeking a positon with an organization that will utilize my experience in the Financial Institution, Life and Disability Insurance industries.
Health Care Services Corporation (HCSC)
Waiver of Life Premium Claims Advocate 05/2010 – 10/2016
Review, research and obtain employee contracts and group application information to determine eligibility for continued benefits while on disability.
Adjudicate claims in accordance with established policies and procedures.
Work as an advocate for the claimant through the claim process, answer any questions regarding the policy while adjudicating claims.
Sedgwick Case Management Services 12/2006 - 05/2009
MetLife Insurance Company 10/2004 - 09/2006
Long-Term Disability Case Manager
Reviewed new claims to determine liability, giving consideration to contract provisions and medical/vocational information.
Investigate any questionable aspects of the claim to determine the need for additional medical information.
Evaluate on-going disability claims for extension of benefit's and or return to work potential.
Amalgamated Bank of Chicago 03/2004 - 10/2004
Customer Service Representative
Answered customer questions regarding bank produces.
Processed credit card payments and credit line increases.
Bank One 08/2000 - 06/2003
Senior Research Specialist
Researched and resolved assigned disputes within the established department work flow guidelines.
Adjusted customer accounts and ledgers using the Edibanx, National Clearinghouse Association (NCHA), Fedline, Wire Transfer, Ledgers, and checking/savings accounts.
Resolve escalated customer disputes and supplied information to corresponding financial institutions upon written request.
Maintained high productivity on delicate cases with zero write-off dollars for three years.
American Express 08/1997 - 08/2000
Unit Leader, Cashier Control
Support the coaching of two teams consisting of 40 non-exempt associates to ensure compliance.
Assisted in supervising Cashier' workflow, which included researching/resolving payment information request from other sites, and issuing adjustments to card member accounts.
Provide weekly volume and case aging studies for use in industry trend analysis.
Managed the external client (Canada) relationship and lead the transition of The Concurrency I&II Projects.
Resolved cases by Julian Date/case date to ensure FCBA compliance for encoding errors, payments not posted/lost checks.
Maintained the 213 suspense files. This account averaged 1 MM+daily.
First of America Bank 03/1990 - 08/1997
Special Services Associate
Statement Rendering Unit Leader
Lead a cross-functional team in supporting and maintaining Treasury Reclamations, E-Z Trieve Reports, Duplicate Statements, Customer Bill Payments, Canadian Exchange and Statement Calendars.
Developed and implemented continuous cross training programs for the department and procedures for processing.
Organized processing for special handling accounts and updated customer accounts for special projects such as check safekeeping.
Computer Skills: Image Systems, Claims Adjustment Systems, Lotus Notes, Outlook, Excel, and Word.
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