Customer Service Intake Coordinator

TORRES, ZILLIAM

*** ***** ******, ********** **, 02909 / 401-***-**** / *************@*****.***

OBJECTIVE:

Seeking a position to match my work experience and skillset that will allow me to grow while benefiting my employer. Prior experience in the financial industry, particularly in loan processing/Underwriting, is highly desirable.

SKILLS:

Bilingual (Spanish) - Strong analytical - Detail Oriented - Excellent Organization Skills - problem-solving skills

Excellent Communication Skills - Exceptional customer service - Microsoft Word/Excel/Teams/Outlook

Medical Experience - Loan Experience - Date Entry - Claim Management

EDUCATION:

2019-2021 - Community College of Rhode Island - Lincoln, RI - General Studies/Business

Certification - Medical Terminology - Phlebotomy

EMPLOYMENT:

INTAKE COORDINATOR - MedWatch – Remote

June 2024 – June 2025

Provide excellent customer service, handle outbound and inbound calls to patients, facilities, and doctor offices, provide benefits and eligibility information, confirm health plans, verify insurances, deescalate irate callers, ability to work in fast-paced environment, Follow HIPPA protocols, process medical authorizations via web and phone, utilize CPT codes and Dx codes at all times, schedule pier2pier with nurses, explain denial and approval authorizations, provide status updates, communicate via Teams and Outlook, strong interpersonal skills, very detail oriented, collect and enter essential patient data, medical history, and referral information into the system along with other clerical duties, strong analytical skills, outstanding organizational skills and problem solving skills.

LOAN PROCESSING - Santander Bank - Seekonk, RI

March 2020 – January 2024

Utilize loan origination software (SYNERGY) to manage loan data, track progress, and generate reports, gather and verify supporting documents, such as income verification, bank statements, and property appraisals, evaluate the borrower's creditworthiness and financial standing based on provided documentation, ensure loan applications and related documents adhere to relevant regulations and lending guidelines, maintain accurate and organized loan files both physical and digital for reporting and decision-making processes, familiarity with underwriting guidelines, experienced in data/document management, ability to organize and maintain large databases

CUSTOMER SERVICE SPECIALIST – Santander Bank - Seekonk, RI

December 2014 – March 2020 Managed a high volume of customer inquiries efficiently, maintaining a 95% customer satisfaction rate, resolved customer concerns, complaints, and issues in a timely and professional manner, proficient in problem-solving and working in a fast-paced environment, maintained customer accounts and recorded account information ensuring accuracy and efficiency, assisted customers with daily banking transactions while providing exceptional customer service, process fraudulent claims, activated cards, read disclosures, account closings, third party verifications, customer refunds, submitted late fees and credit increases, provided credit approvals, serve as a universal resource to the Soft-Landing team and manager, demonstrated superior knowledge of Santander products and services including deposit, loans, credit cards, ACH and online banking, take ownership of escalated calls and resolve complex inquiries requiring additional research, follow ups, and tracking, consistently adhere to bank policies and procedures

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