Customer Service Loan Processor
Resume:
RITA MICHELLE WYCHE
Jacksonville Fl 32216
Professional Experience
**/**** – 03/2023
Humana
Customer Service II
Represents Humana by addressing incoming telephone, digital, chat, text, or written inquiries from Humana Medicaid members.
These front-line member advocates strive to provide the member a resolution *or* pathway to a resolution on each call, while still upholding our Perfect Experience Principles.
These simple principles are foundational in everything we do; these apply not only to the people we serve, but to our internal teammates, as well.
Sedgwick 12/07/2020 – 10/2021
Customer Service
Acts as primary liaison with callers; follows client specifications in assisting with questions and solving problems related to the claims application and servicing processes.
Educates and informs the customer via multiple communication channels about documentation required to process a claim, required time frames, payment information, and claim status.
Educates claimants/callers on client requirements and benefit plans documenting all required details of the call in a concise professional manner. Enters verbal and written application information that meets both the internal and external customer’s requirements accurately into the claims management system. Assigns new claims to the appropriate claim’s handler. Directs customer calls to the appropriate contact at multiple locations or escalates to Service Center Specialist/management as needed.
Delta Dental
Senior Customer Service II 09/22/2019 – 08/03/2020
Responded to complex telephone, electronic, written inquiries from dental professionals, groups, subscribers and brokers.
Expediently access reference materials to analyze and determine appropriate responses to telephone, electronic, and written inquiries.
Communicate eligibility. Benefits and claims status, policies and procedures.
Document each customer encounter and resolution in the appropriate computer tracking system and adjusts claims as necessary based upon finding.
Identify, report and document system discrepancies.
Accurately complete online, hard copy forms and route to the appropriate department.
Meet and maintain production standards.
Use contract tracking functions to follow up on open calls to ensure issues are resolved. .
Delta Dental
Customer Service I 01/03/2017 – 09/22/2019
Expediently access reference materials to analyze and determine appropriate responses to telephone, electronic, and written inquires.
Identify reports and document system discrepancies. Accurately complete online/hard-copy forms and route to appropriate department.
Meet and maintain production standards, counts, and inquiry response turnaround times.
Provide support to other departments as directed.
Perform miscellaneous duties as assigned and participate in training programs
Comcast
Customer Account Exec 1 - Retention 10/2013- 04/10/2016
•Troubleshoot, negotiator and retain.
•Used outstanding communication and listening skills to "bond with the customer.
•Related to the situation and identifying/addressing the customer’s concerns.
•Used a thorough knowledge of the products, plans and packages. Re-ignite the customer's enthusiasm in the company by re-selling the value. Upsell new XFINITY products/services to meet the customer’s unique needs.
Bank of America
Customer Service Representative for Home Loans (Level II) 5/2012- 7/2013
•The taking of inbound customer inquiries regarding mortgage accounts.
• 100% inbound call topics: first level support, common questions regarding payoff on loans, copy of statements, payments, insurance on property, escrow, etc.
• Provide customer solutions to moderately complex or escalated issues by providing seamless delivery of service, sales and/or fulfillment requests.
• This position required knowledge of multiple products and ability to deepen or retain relationships through service and sales.
•Systems used AS400 LS (Mortgage Servicing) and LAMP (Loan Administration Portal).
JP Morgan Chase (SVS and Chase Works)
Compliance Analyst 07/2011- 04/2012
•Completed a review of pre-funding correspondent loans to ensure compliance with RESPA laws
•Performed detailed review and analysis of the Truth in Lending around the Finance Charge as well as reviewed calculation of finance charges using the HUD.
•Compared the GFE, HUD and validation of the Summary of Loan Terms on the settlement statement against additional documentation in the file.
•Utilized Chase’s proprietary system, LOS (Loan Origination System).
PHH Mortgage 05/2010-06/2011
Loan Processor Assistant
•Responsible for entering data into proprietary computer systems in a timely and accurate fashion, while insuring a positive customer experience.
•Performed quality control audits to ensure adherence to the company’s high standards for client satisfaction.
•Self-starter, budgeted time and prioritize loans while remaining focused on team success.
PHH Mortgage
Closer
•Responsible for making sure all closing documents were in compliance with state and federal laws as well as ensure their accuracy.
•Reviewed all closing documents to see that all needed information was included and documents were properly executed.
•Verified information, such as terms and price and obtained fire, flood and title insurance.
•Filed the documents to record the loan, sent copies to the borrower and verified the mortgage had closed.
•Verified all closing cost and issued the closing package to the Closing Agent.
•Responsible for reviewing HUD-1 documents and taking inbound phone calls.
PHH Mortgage
Loan Processor Assistant
•Responsible for placing greeting calls on behalf of the Loan Processor.
•Assist and organize loan documentation for the Loan Processor, gather necessary documentation for processing and closing on loans, placed outbound calls to companies for verifications and collected required insurance for mortgagee clause, as well as gathered payoff statements.
• Time management and independent thinking were key qualities required for this position.
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