Customer Service Care
Resume:
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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