Juli Ann Hansen

Address: **** ** ****** ****

Milwaukie, Oregon 97222

Phone: 503-***-****

Professional Experience: Ride to Care (Care Oregon contract with Medicaid} Call Taker/Dispatcher

**/****-08/2022

US Bank

24 hr Banker, IRA Specialist, 30 day Collections

April 2015-August 2018

Oregon Credit System, Inc. (OCSI)

Vice President of Operations

October, 1995 – October, 2012

Ride to Care Call Taker/Dispatcher

● Inbound calls handling 40-75 calls per shift. Members called to book non-emergency transport through Care Oregon/ Medicaid.

● Members are Care Oregon/Medicaid members

● Verify minimum of 3 personal identification points

● Book rides for trips to Mental Health, Dialysis, Alcohol and Drug, Hospital discharges, Secured transport, Doctor appointments, any ride that qualifies.

● Calling Providers( Transportation Companies) to see if they can accommodate changes to rides already booked

● Handling irate members, some verbally abusive, vulgar, but remain professional. De esclate the member using empathy, understanding, and compassion

● Follow HIPPA laws for confidently, no release of information, making sure as a Call Taker I am following protocol to meet Q & A as mandated by State of Oregon

● Book hospital discharges

● Verify life sustaining medications in order to book the ride

● When at capacity all rides verified as Life Sustaining due to capacity issues

● Assisting deaf members, non verbal, and members who don't speak English using language line for interpreters

● Maintain metrics for: Answer rate, time on call, time logged to ques, length of time on call, number of calls

US Bank Customer Service 24-hour banking

● Inbound call system handling 100-200 calls per shift. Assisting customers with any checking account issues.

● Filing fraud cases, disputes, research missing items, establish best resolution to complete calls.

● Each call offers credit cards.

● There were bonuses paid every month for credit card applications approved. I received a bonus from the first month on the floor.

● Promotion to IRA Department

● The IRA Department assisted inbound customers with setting up, withdraws, and tax Requirement documents.

● Promotion to Collection Department

● Handle inbound, and make outbound calls on 30 day late auto, and lines of credit, and mortgage loans. Resolve any issues the customer had to try and keep the customer in good standing.

Oregon Credit Systems, Inc Collection Agency for property debt

● Began my job as a computer programmer with a blank screen. I assisted in the design of original software, named the company, registered with all required state and federal entities, and insurance

● Registered and maintained required documentation for collections in 4 states

● Distributed and sorted daily mail

● Posted payments to debtor accounts daily, balancing payments to ledgers and internal computer spreadsheets

● Processed and balanced daily credit card payments

● Prepared weekly deposits of debtor payments for Trust account

● Posted and balanced client payments weekly and prepared deposit for company Operating account

● Handled all correspondence and telephone questions and concerns from clients

● As required by law maintained all debtor dispute resolution, correspondence, and production of required documents

● Audited files to assure accuracy of all incoming business prior to listing accounts for collection, working with vendors and project managers

● Maintained strict reporting deadlines as required by Fair Credit Reporting Act to all 3 major credit bureaus

● Registered OCSI with E-Oscar (credit bureau dispute software) and maintained consumer disputes as required by federal and state law

● Assessed and resolved all debtor, client, and vendor disputes and billing issues

● Full charge responsibility of all legal actions within company, including filing of suits with court, mediation, garnishments, liens, and trials with a 98% success on all trials

● Personally provided continuing education for current landlord-tenant law and Fair Debt Collections Practices Act (FDCPA) to OCSI staff as well as clients and project managers

● Performed on- site forms compliance audits for clients including auditing individual resident files for Fair Housing compliance and accuracy

● Prepared monthly client status reports as requested which included information on all payments received by individual debtors by specific property

● Reviewed accuracy of tenant applications, credit reports and verification process daily

● Worked with clients to establish accurate rental criteria for compliance with Fair Housing, and Oregon statutes

● Accessed credit bureau reports daily for the purpose of credit worthiness for potential tenants

● Daily access to Oregon Judicial Information Network (OJIN) for criminal background checks

● Verified Oregon Department of Motor Vehicles licenses prior to approval for tenancy

● Prepared detailed monthly accounting reports for clients which contained information of all monetary transactions of that month

● Printed the Trust accounting, which was verified, balanced to computer and bank every transaction for the month

● Printed all client statements and prepared them for CFO for check remittance to my clients for all collection of monies received monthly

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Technical Expertise:

Ecolane Transport System software, Office Word, Debt Net Software System, EOscar Credit Bureau Dispute System, Check Relay, Equifax, Experian, Transunion Credit Bureau Reports (pulling,deciphering), Oregon Judicial Information Network (OJIN); Credit Card Payment Systems; 10 key touch, Working knowledge of PowerPoint and Excel, Typing 50 plus; 35 years of collection experience working in 3rdparty and in-house 30-60-90-120. Medical collections, NSF check collection, contracts, and all aspects.

Professional Affiliations: Metro Multifamily Housing Association (MMHA) American Collections Association (ACA)

National Apartment Association (NAA)

Specialties: Co-Chair, ACE Awards

Instructor in forms, collections, and move-in move-out classes at Metro Multifamily Housing Spectrum Trade Show

Chair, Landlord Hotline at MMHA for 3 years

Member, Forms Committee, MMHA

Thank you for your consideration,

Juli Ann Hansen

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