Dawn Colvin

**** *. ******* *** #**** Mesa, AZ **202 480-***-****

Objective

Highly organized customer service professional with a proven track record of building client relationships. Seeking a customer representative role where my knowledge and skills will allow me to become a contributing member of a successful team.

Education

GED received July 2017

Experience

03/2022 – 8/2022 - Toyota Financial - Credit Investigator

●Responsible for processing personal and business loan applications following the bank’s policies and procedures

●Responsible for reviewing credit applications and conducting background investigation

●Interviews individuals and business owners via phone calls and visit

●Get applications and verify documents such as POI, POE, SOCIALS, making sure we can verify buyer so we can clear the FRAUD ALERT

01/2019 – 08/2019 - State Farm - Bank customer service

●Provides second level support for State Farm Bank vehicle loans and credit cards, reaching out to credit for Exceptions and other credit related calls.

●Researches and resolves complex account problems

●Accurately interprets policy manuals, procedure guides and automated application processing system information to provide support for customers with the application and/or origination process.

●Provides troubleshooting assistance for technical issues regarding Bank specific systems and Enterprise applications

●Handles highly sensitive transactions requiring regulatory and compliance knowledge

05/2018 – 09/2018 - Randstad (State Farm) - Loan Processing Rep

●Contacts banks, credit unions, finance companies and thrifts to obtain data necessary to complete financial transactions

●Ensures daily quality of activity meets or exceeds standards for service provided to Client agents and their customers

●Works directly with Client agents and their staff concerning proper procedures for processing financial transactions

●Works closely with client agents, their staff, and the customer to resolve issues or concerns directly associated with financial transactions

●Ensures financial information is accurate and timely, thus limiting a financial loss to the Client or their customer

02/2018 – 05/2018 - Pilot Catastrophe (State Farm) - Claims Associate Initial Loss Reporting (ILR)

●Deliver a remarkable customer experience throughout the reporting and handling of lower complexity claims, identifying and ensuring prompt routing of claims to other functional areas

●Receive and process claim information, and communicate with internal and external customers via phone and other communication channels

●Work in a team environment to handle and investigate low complexity/high volume work in a call center environment

●Captures new loss reports using established processes

●Handle claims meeting Express criteria, engage team leads as needed, and route claims to other segments

●Coordinate with the team leads for coaching and other claim handling questions

06/2017 – 09/2017 - Pilot Catastrophe (State Farm) - Claims Associate ILR

●Deliver a remarkable customer experience throughout the reporting and handling of lower complexity claims, identifying and ensuring prompt routing of claims to other functional areas

●Receive and process claim information, and communicate with internal and external customers via phone and other communication channels

●Work in a team environment to handle and investigate low complexity/high volume work in a call center environment

●Captures new loss reports using established processes

●Handle claims meeting Express criteria, engage team leads as needed, and route claims to other segments

●Coordinate with team leads for coaching and other claim handling questions

10/2016 - 11/2016 - KForce Staffing (Med Impact) - Customer Service Rep

●PBM contracted for multiple insurance plans who respond to telephone inquiries about pharmaceutical benefits, prior authorizations and plan benefits

●Add/Update/Process prior authorizations for claims processing

●Assist in processing information for pharmacies when claims reject

●Research and resolves inquiries on member material requests, billing and payment issues, authorizations for treatment

●Any and all projects as required submitted by management

●Systems: Medaccess. PA Logic, Medresponse (MR3)

06/2015 - 01/2016 - Public Partnerships - Customer Service Rep

●Inbound calls regarding timesheet approvals

●Calls from both caregivers and patients

●Timecard Approvals

●Systems: Citrix, Navison, FIvei9, Portal

03/2014 - 05/2015 - All About People (State Ahcccs) - Customer Service Rep

●Enrollment and verification for state Medicaid members and community assistors.

●Provide customer service for medical benefits and referrals to application processing and eligibility.

●Verify case status and determination investigation, handling switchboard calls

08/2012 - 01/2013 - K-Force (Chase Bank) - Loan Auditor/Research

●Verify Mortgage document information to ensure its involvement with each particular loan file.

●Reviewing Documents for completeness and accuracy, identifying documents that do not belong and tagging for review/removal from a loan file prior to being sent to legal department.

●Produce quality positive results in a goal-oriented environment

03/2012 - 06/2014 - Absolute HCBS - Caregiver

●Working with disabled individuals.

●Teaching clients ILS/ADLS skills.

●Teaching clients hand/eye coordination.

05/2011 - 12/2011 - CMI Group - First Party Collector

●Troubleshooting accounts that were arrear.

●Collecting and processing payments.

●Teaching clients hand/eye coordination.

11/2009 - 05/2011 - Lydia Daycare - Day Care Provider

●Prepared lunches and snacks.

●Took Kids on outings throughout the week.

●Verified shot records to be current.

07/2008 - 11/2009 - Volt (United Healthcare) - Data Entry/Admin Assistant

●Updating accounts with POA’s

●Cancelling contracts, resolved claims.

●Assisted audit teams with all change

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