Kendria Felton

Columbus, GA *****

ad33kn@r.postjobfree.com

Authorized to work in the US for any employer

Work Experience

Mortgage Servicing Specialist

Cenlar FSB - Remote

January 2023 to Present

• Conducted collection activities in compliance with company and Federal regulations to maintain acceptable delinquency percentages.

• Achieved required levels of phone activity, contact percentages, and other key performance indicators outlined by financial management.

• Offered customers all available Loss Mitigation assistance options and collaborated with state assistance programs, ensuring proper documentation.

• Managed all correspondence and payments received, maintaining legal, ethical, and confidential handling.

• Maintained systematic and organized support documentation for owner accounts, initiating skip tracing when necessary.

• Provided effective leadership support to the team, aligning with Supervisors and Leads.

• Contributed to the development of company policies and procedures related to collection tactics and practices.

• Assisted all members of the collections staff with daily processes and procedures as needed. Benefits Enrollment Counselor

Aon - Remote

November 2022 to Present

• Accurately inputting information into the enrollment program, confirming details with customers, and completing all authorizations and surveys.

• Enhancing the benefit knowledge and enrollment experience for the national workforce.

• Demonstrating proficiency in handling assigned benefit enrollment cases, including effective communication and enrollment for multiple cases.

• Explaining and enrolling employees in both core and voluntary benefits, ensuring a comprehensive understanding of each benefit's details and promoting features.

• Maintaining a polite and courteous demeanor with customers and staff, emphasizing professionalism at all times.

• Verifying coverage for all medical and dental plans, and ensuring thorough communication of information while executing tasks accurately.

• Providing detailed explanations of each benefit, with a focus on voluntary benefits, and confirming all relevant details with employees, including dependents and deductions.

• Ensuring accurate data entry into the enrollment program, completing applications with required information, and mailing correct details to the appropriate customer.

• Reviewing and confirming all benefits, coverage levels, and deductions with employees, ensuring completion of surveys.

• Safeguarding accurate storage of enrollment information, even in cases of partial completion.

• Offering suggestions for efficiency improvements to enhance revenue and reduce expenses.

• Performing additional related and compatible duties as assigned. Member Service Representative

Navy Federal Credit Union - Georgia

October 2021 to November 2022

• Facilitated check orders for customers.

• Managed the processing of fraud claims and disputes.

• Oversaw statement mailing and billing operations.

• Initiated the opening of accounts and memberships.

• Assisted customers with payments for loans and credit cards.

• Provided account balances to customers.

• Conducted security verifications.

• Troubleshot issues related to online banking.

• Processed external and internal transfers, as well as wires.

• Completed various documents as required.

Apple Technical Support Advisor

Kelly Services

February 2019 to August 2021

• Addressed billing concerns and processed refunds.

• Troubleshot issues with devices.

• Initiated and managed repair requests.

• Explained programs and eligibility criteria.

• Acknowledged security measures.

• Assisted with troubleshooting software issues.

Healthcare Representative

Anthem Blue Cross BlueShield - Columbus, GA

February 2017 to December 2018

• Addressed members' and providers' inquiries effectively using computer-based tools to locate answers.

• Assisted members and providers in navigating healthcare needs, explaining benefits, resolving claim issues, and facilitating doctor searches through telephone calls, online chats, or emails.

• Ensured a seamless customer experience while proactively resolving potential issues.

• Collect and document all required data on member’s.

• Responsible for servicing member’s making incoming calls with questions and/or returning messages. Education

Diploma

Spencer High School - Columbus, GA

August 2013 to May 2016

Skills

• iOS

• Technical support

• Operating systems

• Help desk

• Network support

• Windows

• Mac OS

• Software troubleshooting

• Desktop support

• Mobile devices

• Accounting (Less than 1 year)

• ACH (Less than 1 year)

• Bank Secrecy Act (Less than 1 year)

• Banking (1 year)

• Alternative dispute resolution (1 year)

• Financial statement preparation (Less than 1 year)

• Customer support

• Typing

• Manufacturing

• Production planning

• Mortgage Servicing

• Microsoft Office (4 years)

• Data entry (6 years)

• Loan processing (2 years)

• Image processing (5 years)

• Medical terminology

• Typing

• Customer service

• Computer skills

• Mac OS

• Communication skills

• Windows

• Revenue cycle management

• Accounts receivable

• Microsoft Word

• Insurance verification (3 years)

Certifications and Licenses

ServSafe

April 2014 to June 2018

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