Remote Customer Service Representative
Resume:
Chandra F. Smith
*******.****@*****.***
Objective: To offer administrative assistance and provide excellent customer service skills in a professional environment.
Work Experience
Flagstar FSB Troy, Michigan (Remote) December 2021-Present
Mortgage Service Banking Support II
Escrow, Tax and PMI Insurance Account Specialist
Handle all levels of residential mortgage loan service inquiries. Process payments i.e. Fixed rate and adjustable rate mortgages.
Heloc Loans.Consumer loans. Construction loans
Taxes, Escrow, Hazard insurance, Payoff Department and Private Mortgage Insurance specialist.
Address inquiries via inbound/outbound phone,email and written correspondence.
Provide website/portal support regarding all levels of mortgage from initial application to established account.
Assist with first contact resolution/De-escalate calls.
Communicate with clients, brokers, lenders and insurance companies regarding disbursements and refunds.
Manage Document center.
Document all calls. Create high priority cases for account resolutions. Take required compliance training.
Cenlar Capital Corporation Ewing, NJ April 2019 - December 2020
Taxes, Escrow and Insurance Mortgage Service Banking Support II
Research and resolve inquiries via inbound/outbound phone,email and live chat correspondence.
Handle all levels of mortgage service inquiries, i.e. payments, taxes, escrow and insurance.
Provide first call resolution and root cause analysis.
Communicate with clients, brokers, lenders and insurance companies regarding payment escrow Hud1 and Tax documents.
Hearing Life, Somerset NJ April 2018-April 2019
Appointment Scheduler
Outbound calls to current and potential patients.
Schedule qualified appointments for annual hearing evaluations.
Book and track appointments in multiple systems.
Maintain call logs and detailed reports.
Morneau Sheppell, Atlanta, GA August 2016 - August 2017
Customer Service Representative
Assisted active, retired, survivors and newly hired members elect healthcare coverage by providing information consistent with client’s requirements.
Processed enrollment elections and cancellations or opt out options of healthcare coverage as well as life insurance options offered to members.
Utilized and relay explanations of benefits and costs offered for multiple healthcare plans and insurance carriers.
Directed members to departments to coordinate benefits for updates in coverage regarding five specific retirement systems.
Explained billing cycles, invoices, payments and deductions pertinent to members active and retro-active coverage.
Updated member, power of attorney and dependent’s contact information, Summarized communication, provide information from client to members via chat and email
Created cases for situations that need resolutions requiring research and review.
De-escalated member complaints.
Chase Staffing Xerox, Aetna, GA November 2015-February 2016
Provider Care Representative
Assisted pharmacies and members process pharmaceutical claims, payments and benefits.
Kept accurate account maintenance of service updates and education of insurance benefits and coverage.
Add overrides for processing of benefits.
Run test claims as payment processing to assist customers in receiving medication.
Research and resolve various client inquiries and disputes to satisfaction.
Work with various and multiple systems to access information required to maintain and create an experience of great customer service.
Macy's Bloomingdales, NJ & GA October 2010- January 2017
Merchandising Support/Sales
Manager on duty ensuring all customers receive quality customer care throughout the store.
Demonstrated awareness of best sellers, and trends using this knowledge to build successful client base.
Established displays and managed departments as required for inventory control and manage seasonal orders and special orders within departments.
Transferred knowledge of sales trends, and gross margin of product information across and within respective departments.
Sales and customer service.
New Jersey Division Mental Health Services Hamilton, NJ April 2008 - April 2010
Administrative Assistant
Greeted clients, answer incoming calls/outbound calls.
Administered directions, file documents mail room services expedient or otherwise.
Scheduled and post appointments.
Created and organized mass mailings.
Handled cell phone/travel logs and payment.
Canceled and rescheduled travel payments and reimbursements.
Organized events/meetings with parties in/out of office.
Handled confidential and time sensitive documents in a professional manner.
Worked with other departments to ensure projects are completed in timely fashion.
Skills: MSWord Office Suite, Accounts Payable Accounts Receivable, Salesforce, Excel, Outlook, CRM Switchboard Operator, Database Administration, Customer Relations, Time Management, Organizational skills, File Management
Education:
Trenton Central High School, Trenton NJ
French Fashion Academy of Art & Design NY
Artworks Art School Princeton, NJ
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