Call Center Case Manager

CHANE' MASON

*** ******* ******, ************, ******* 32208 • Cell: 904-***-**-**• **********@*****.***

Professional Summary

Seeking a position within a company where I can utilize my skills for growth and advancement.

Skills:

oData Entry

oAbility to multi-task and operate a variety of office equipment

oPossess strong teamwork and organizational skills

oSelf-driven

oRemote

oDetail Oriented

oOwnership and results driven

oExperience with claim/call center environment.

oStrong PC Skills

oRegulatory and Compliance

Work History

CVS Health 6/11/2021-Current

Short Term Claims Case Manager I

•Determined whether to deny or pay claims. Inputs data. Evaluates claimant eligibility via information received from the claimant, attending physician and employer.

•Responsible for making accurate decisions on assigned claims through proactive case management according to the plan provisions, state, and federal guidelines

•Responsible for taking complete information on the initial claim and sending out proper materials based on the situation (W/C, Third Party, Motorcycle, MVA or Illness and Injury

•Prepared Social Security Disability forms required for legal proceedings

•Review and approve key claim decisions and provide direction for the management of claims

•Provides technical direction to claim team members on claims adjudication for LTD Claims

•Make claim / customer eligibility determinations and manage on-going claims for an assigned caseload of short-term disability claims, through capturing medical information, applying appropriate contractual provisions, following legal guidelines, and leveraging expert resources

•Pay all covered claims accurately and timely

•Understand CVS Health Operations and Corporate Compliance, Polices and Procedures and best practices

Flagstar 10/03/2020-03/18/2022 Jacksonville Florida

Mortgage Loan processor

Team-Lead

o Works with loan officers, borrowers, and third-party providers to obtain documentation and submit a thorough, accurate, and complete loan package to Underwriting

oPro-actively maintains control of the loan file, monitors dates for approval, appraisals, purchase deadlines and closing, and ensures that all deadlines are met in a timely and efficient manner

oRecognizes and resolves challenges early in the process, and provides excellent customer service. The Senior Processor has the ability to handle higher-complexity applications than the Processor role.

oReviews higher-complexity residential loan application files to verify that application data is complete and meets company standards, including type and amount of mortgage, borrower assets, liabilities, and length of employment; Prepares necessary documents and submits mortgage loan application files for underwriting approval; Reviews and submits conditions to Underwriting to clear loan for approval.

oCalls specified companies to obtain property abstract, survey, and appraisal; Orders FHA case numbers, and tax transcripts, as appropriate; Follows up on all outstanding orders to third parties and borrowers within established company deadlines; Calls or writes credit bureau, employer for verification of employment, (VOE) and any other third party necessary to verify the accuracy of information

oEnsures compliance with applicable federal, state and local laws and regulations. Completes all required compliance training. Maintains knowledge of and adhere to Flagstar’s internal compliance policies and procedures. Takes responsibility to keep up to date with changing regulations and policies.

oExperience with common GSA’s (FNMA, FHLMA, FHA, VA, USDA)

oKnowledge of AUS systems (LP & DU)

Perform title examination and analysis requiring a high level of title expertise

oExamine deeds, liens, judgments, leases, plat books, maps, contracts, and agreements to determine property ownership

Jacksonville Florida

Loancare/Flagstar 07/08/2019-10/03/2020

•Develops, motivates, evaluates, and coaches staff on work procedures, proper call handling and teamwork delivering excellent customer service.

• Is visible and available to staff to answer questions, monitor calls and give ongoing feedback.

• Utilizes available incentive programs to reward, recognize and celebrate team and individual successes.

• Assesses individual and team performance on a regular basis and provides candid and timely feedback regarding developmental and training needs; includes completion of monthly and annual scorecards.

• Monitors all performance measures such as daily stats and schedule adherence; allocates resources to meet volume and performance demands.

oThe Collector 1 will be responsible for answering inbound telephone calls from and placing outbound calls to mortgage borrowers that are 0-60 days delinquent.

oHandle basic technical calls, including how to submit financial documentation through flagstar.com

oMaintain familiarity with up to 10 systems and applications in order to research inquiries

oUse problem solving skills paired with knowledge of Flagstar procedures to arrange payment and/or payment alternatives to cure delinquency

oEscalate issues to management and/or second levels appropriately

oEducate borrowers on loss mitigation options and refer borrowers to the Loss Mitigation department when appropriate

Select Portfolio Servicing – Customer Service Rep, 05/14/2018-06/06/2019 Jacksonville Florida

oResponsible for handling inbound and outbound customer calls on delinquent mortgage loans

oEffectively communicate the various loan workout options that are available and explain the required documentation along with the methods for sending the documents

oSolved questions relating to payment options, documents, loan workout options, escrow and disputes

oPoint of contact for customers and approved third parties such as attorneys, trustees and court representatives

oCommunicate with homeowners on specific documentation requirements, including but not limited to: Request for Mortgage Assistance (RMA), tax information, and personal financial statements

oCommunicate effectively with homeowners with modification decisions

Akumin- Scheduling- Call Center Rep, 01/15/2018-05/10/2018 Jacksonville Florida

oObtain and enter accurate patient demographic information into ERAD (name, address, telephone number, name of insurance or self-pay status)

oAnswer high volume of incoming calls and made outbound calls to coordinate and schedule patients appointments: Pet/Ct, Ct, Cta, Mri, Mra, Ultrasound, Xray and Nuclear Medicine

oEducate patient on exam and exam preparation

oRemind caller of cancellation and no show policy

oPerforms initial insurance eligibility and verification

oMaintain the strictest patient confidentiality and adhere to HIPPA guidelines

Citibank-Ops Fraud Specialist 3, 10/16-12/15/2018 Jacksonville Florida

oProvide outstanding inbound\outbound customer service to telephone inquiries from cardholders in a timely manner

oContact cardholders to validate and resolve fraudulent\unauthorized activities

oAnalyze cardholder account transactions to identify abnormal activity that may violate the terms of the merchant\cardholder agreement, or indicate a potential credit risk

oEnsure the security of client information by performing client verification on each call received

oRefer cardholders to Managers for escalations

oBlock cardholders to mitigate additional fraudulent activity or remove a block to facilitate legitimate spending at the point of sale

oMaintain positive and supportive approach when responding to customer questions\problems

oPerform accounts maintenance and data entry updates as needed

oComprehend determine and direct the specific verification and\or investigative procedures to be used in the processing of a customers information

Convergys – Customer Care Rep/AT&T/Humana 6/15-10/16 Jacksonville, Florida

oCustomer Service

oMeet or exceed sales

oInbound Calls

oUtilize retention techniques to proactively retain existing customers from canceling service

oReviewed and verified customer information and documented discrepancies

oCommunicate appropriately with customers regarding current information and elimination of issues

oCollect general monthly payments from active and delinquent customers

oEnsuring order accuracy and timely processing of orders for customers

oMaintained detailed sales product knowledge

oAssist customers with their concerns and demands while recording their feedback

Education

Andrew Jackson High School - 3816 North Main Street, Jacksonville, 32208

Graduated 2014, Diploma

Contact this candidate