Candice E. Schriber

Coppell, TX ***** C: 817-***-**** ad2rrd@r.postjobfree.com

Summary

Highly motivated operations and customer service focused professional with 5+ years’ experience in diverse and challenging environments. Maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty. Accustomed to deadline-orientated, target-driven and high-pressure environments where every minute counts. Recognized for capacity to identify issues, resolve problems, capitalize on opportunities and ensure that high quality, sales and service delivery are maintained. Seeking challenging position in a fast paced environment in any industry.

Key Strengths

Cross-Cultural Communications Internal Partnerships Digital Experience Multi-tasking

Complaint/Dispute Resolution Policy and Procedures Vendor Management Document Verification

Information Management Risk and Controls Preventive Maintenance Data Entry & Accuracy

Customer Relationship Management Process Management Problem Solving Quality Assurance

Technical Skills

Microsoft Office, Oracle, SAP, AS400, Salesforce, Kwiktag, Innovis, LexisNexis, Type 45 WPM, 10-key touch, MS Office, Adobe, Encompass, Black Knight, MSP, SalesForce, iAssist, Boss Director, Encompass

Experience

GDH Consulting Service/BOK- Tulsa Oklahoma 04/2023-06/2023

Customer service representative supports customers by providing helpful information, answering questions, and responding to complaints. They’re the front line of support for clients and customers and they help ensure that customers are satisfied with products, services, and features.

Key Achievements:

Answer customer inquires regarding Mortgage/CRE accounts.

Researches customer complaints or concerns and corrects or adjusts records, as needed.

Enters conversation into Servicing comments on computer.

Assists in maintaining customer insurance information for Property, Liability, Flood, PMI, etc.

Responds to customer correspondence, types letters, prepares forms, and other documents.

Assists in monitoring non escrow accounts for payment of taxes and insurance by mortgagor.

Assists with annual escrow analysis and year end statements.

Insurance Specialist RemX/McKesson- Irving, Texas 12/2022-03/2023 Responsible for interpreting insurance plans and providing risk management advice to clients and wealth managers. Insurance specialists must have a full understanding of risk management to craft a comprehensive solution that integrates well with the client's portfolio. They need to manage their clients' accounts and should maintain contact with clients after the application process. Insurance specialists must ensure that government insurance programs comply with federal laws, regulations, and contracts within the healthcare industry.

Key Achievements:

Manage database by processing renewals and endorsements.

Maintain confidentiality and adhere HIPPA guidelines with handling patients' information

Make recommendations on operationalization and oversight of specific marketplace enrollment policies.

Verify various health insurance plan benefit information and eligibility for patients with chronic illnesses.

Identify third party patient eligibility for Medicaid, Medicare, private insurance and alternate resources.

Enter and prepare advanced beneficiary notices base on diagnosis and procedure codes for Medicare cover patients.

Answer incoming calls from patients needing to pre-register.

Enter ICD-9 codes and process assignment of benefits forms for durable medical equipment.

Research, process and present quantitative data on marketplace enrollment for specific segments of the U.S. population as assigned.

Verify in and out of network benefit coverage and see if CPT codes are cover and how they are paid.

Verify in and out of network benefit coverage and insure that CPT codes are covered and how they are paid.

Perform support duties including answering phones, processing mail, assisting customers, scanning, photocopying and insurance check processing.

Assess, communicate and convert benefits to non payroll status for all disable participants and employees on unpaid leave of absence.

Assist insurance professional teams by performing miscellaneous clerical functions including photocopying, faxing, scanning, word processing, and filing.

Bill medical insurances including Medicare and Medi-Cal.

Task Specialist I Mr. Cooper- Lewisville, TX 01/202*-******

Assist Underwriting with filling the tasks in a loan file to get it ready for Funding.

Worked with Loan Officers to have LTV adjusted for approval.

Key Achievements:

Complete assigned/retrieved tasks in the system using company policies & procedures to solve issues and directing tasks to superiors when required.

Ensure delivery of specified Quality of Service

Follow-up on own tasks when required to avoid SLA breach

Co-ordinate with other departments/sub-departments for faster & effective resolution

Customer Service Representative Mr. Cooper - Lewisville, TX 05/2021-01/2022

Customer service representative supports customers by providing helpful information, answering questions, and responding to complaints. They’re the front line of support for clients and customers and they help ensure that customers are satisfied with products, services, and features.

Key Achievements:

Answer customer inquires regarding Mortgage/CRE accounts.

Research customer complaints or concerns and corrects or adjusts records, as needed.

Enters conversation into Servicing comments on computer.

Assists in maintaining customer insurance information for Property, Liability, Flood, PMI, etc.

Responds to customer correspondence, types letters, prepares forms, and other documents.

Assists in monitoring non escrow accounts for payment of taxes and insurance by mortgagor.

Assists with annual escrow analysis and year end statements.

Customer Service Representative Mr. Cooper Lewisville, TX 2021-Present

Customer service representative supports customers by providing helpful information, answering questions, and responding to complaints. They’re the front line of support for clients and customers and they help ensure that customers are satisfied with products, services, and features.

Key Achievements:

Answer customer inquires regarding Mortgage/CRE accounts.

Researches customer complaints or concerns and corrects or adjusts records, as needed.

Enters conversation into Servicing comments on computer.

Assists in maintaining customer insurance information for Property, Liability, Flood, PMI, etc.

Responds to customer correspondence, types letters, prepares forms, and other documents.

Assists in monitoring non escrow accounts for payment of taxes and insurance by mortgagor.

Assists with annual escrow analysis and year end statements.

Customer Service Representative Robert Half/JP Morgan Chase Project- Lewisville, TX 2020-2021

Customer service representative supports customers by providing helpful information, answering questions, and responding to complaints. They’re the front line of support for clients and customers and they help ensure that customers are satisfied with products, services, and features.

Key Achievements:

Answer customer inquires regarding Mortgage/CRE accounts.

Researches customer complaints or concerns and corrects or adjusts records, as needed.

Enters conversation into Servicing comments on computer.

Assists in maintaining customer insurance information for Property, Liability, Flood, PMI, etc.

Responds to customer correspondence, types letters, prepares forms, and other documents.

Assists in monitoring non escrow accounts for payment of taxes and insurance by mortgagor.

Assists with annual escrow analysis and year end statements.

Customer Service Representative Auto Finance/Investing, Capital One Financial Corp. – Plano, TX 2018-2019

Multifaceted customer service role supporting over 70 million customer accounts. Recruited to lead customer experience initiatives for 2nd largest auto finance company in the U.S. originating approx. $7B in loan originations. Provided information on accounts, recommended options and build relationships. Overcame challenges of high volume and customer dissatisfaction ensuring high-impact service delivery.

Key Achievements:

Recognized for implementing call process with a conversation based approach to uncover customer needs and deliver solutions.

Reduced call time by 30% and exceeded daily service KPI’s by 75%; consistently in top overall ranking of CSRs.

Consistently met and exceeded call monitoring expectations through accurate record keeping and subsequent random auditing.

Cross-sold services on 90% (above expectation of 70%) of calls by gaining knowledge of full financial services capabilities.

Consistently delivered in the 90th-100th percentile for customer satisfaction scores, above target of 80%.

Customer Service Representative, Transcom Worldwide AB – Dallas, TX 2017-2018

Responsible for providing full range of customer care activities simultaneously for defined client projects for global corporation with over $500M in annual revenue via phone, fax, or mail/e-mail. Developed and consolidated outstanding customer service skills, marketing, and internal business operations processes.

Key Achievements:

Quickly earned reputation as high performer for exceeding productivity targets by 40%.

Utilized initiative and resourcefulness to generate additional revenue.

Continuously consulted by management on continuous improvement and employee experience initiatives.

Achieved consistent improvement of quality assurance scores by learning and implementing new skills.

Customer Service Representative, Concentrix (FKA Convergys, Corp.) – Dallas, TX 2015 - 2017

Provided all customer engagement services for global telecommunications company with $2.4B in assets. Delivered high quality problem-solving and communication skills in order to provide technical solutions to clients.

Key Achievements:

Recognized by management for the ability to contribute to team as well as work independently with minimal supervision.

Provided unwavering commitment to exceptional customer service delivery through company acquisitions and mergers; displayed proven ability to be flexible and adopt to changes during organizational restructuring.

Haas Funding, Loan Processor-Arlington, TX 2002-2004

Responsible for providing full range of customer care activities simultaneously for defined clients for lenders via phone, fax, or mail/e-mail. Developed and consolidated outstanding customer service skills, marketing, and internal business operations processes.

Education

High School Diploma – Liahona High School, Copperas Cove, TX

Escrow Certified

Loss Mitigation Certified

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