Warehouse
Resume:
Adaline Rhodes
OBJECTIVE
Position within dynamic, team-oriented organization utilizing my experience and skills in customer service, claims verification, mortgage servicing and multi-tasking general office duties.
Summary of Qualifications
Portfolio Management, extensive knowledge of the foreclosure process. Accurate and confidential record keeping, good written and verbal communications skills. Knowledge in mortgage industry with processing payments, educating homeowners on alternative options and providing a positive resolution. Supervision and training office personnel in customer service such as Microsoft Office, WordPerfect, Data Entry, Ten-key by touch, Personal Computer, Spreadsheet, Excel, AS400, Homesaver, Lamp, LPS and various applications. Scheduling and assignment of work duties for office personnel.
EXPERIENCE
Bank of America – Fort Worth, Texas
Dec 20, 2010 – Present
Account Specialist
• Manages Portfolio of approximately 120 loans. Loans are all in foreclosure process and the goal is to find a resolution.
• Provide customers with a single point of contact during foreclosure process.
• Responsible for contacting customers’ throughout the week.
• Focus on each loan to resolve the delinquency and to determine if the homeowner qualifies for workout assistance or offer liquidation options to help avoid foreclosure.
• Exceed department standards such as; Answer Rate, Completion Rate, Scorecard, Reinstatement Total, Call Quality, etc.
Collector I
• Servicing mortgages which includes: foreclosure, delinquency, current loans, etc.
• Transferring calls to department within company to provide sufficient information pertaining to loan.
• Navigating through database to locate proper channels in order to assist customers.
• Documenting the account accordingly with a problem-solving solution.
• Providing reliable resources to assist customers with delinquent or past due accounts.
• Providing adequate, patience and quality customer service.
• Assisting customers’ with pre-qualification programs.
• Offering debt counseling options.
• Ability to diverse with multiple job tasks.
• Updating customer’s financials for recommendation of workout resolutions.
• Experience with various foreclosure: California and Washington, Other 5+, Other 4+, Sub Prime, Warning Code 5 and SPOC.
Adecco – Fort Worth, Texas
Apr 13, 2010 – Dec 17, 2010
Staffing Agency/ Collector I
• Required Customer Service skills which included contacting customers’ on delinquent loans, charged-off, discharged bankruptcy and foreclosure.
• Offered foreclosure options: Repayment Plan, Short Sale, DIL or modifications.
• Provided status of active and non-active accounts.
• Discussed financial obligations to help customers in state of hardship.
• Focused on customers’ needs and concerns for a positive outcome.
• Processed and provided methods of payment options.
Ajilon – Fort Worth, Texas
Apr 13, 2010 – Aug 08 2010
Staffing Agency/ Medical Billing
• Provided detailed explanation of paid and unpaid claims.
• Determined what provider’s are considered in or out of network for proper billing and payments.
• Submitted assignment of benefits to providers’ for payment and patients’ for unpaid balance for services rendered.
• Distinguished the differences between copayment and coinsurance for providers’ or facilities.
• Filed all documented billing in charts and reviewed for services paid and unpaid.
• Updated database with documentation on resolving delinquent medical accounts.
• Verified benefits and eligibility on various patients’.
Fort Worth Endoscopy Center – Fort Worth, Texas
Jan 11, 2005 – Nov 12, 2009
Business Office Clerk/ Collections
• Reviewed conventional charts for doctors and nurses signatures.
• Maintained a daily file of reports or other documents.
• Provided courtesy calls to customers regarding past due accounts.
• Assembled relevant facts according to services rendered.
• Submitted billing statements to patients and doctor’s office.
• Documented verification and precertification in database.
• Entered vital information into patient’s demographic system for IT record keeping.
• Constant dialogue with clients’ insurance coverage types such as HMO, POS and PPO.
• Provided timely service and accurate delivery of information to interoffice staff.
Multiplan – Arlington, Texas
May 01, 2006 – Aug 24, 2007
Fee Negotiator
• Effectively negotiated fee concession with healthcare providers’ on payors’ non-contracted medical claims.
• Effective negotiation strategies to employ in various provider claims and insurance.
• Analyzed claims to determine negotiation-leveraging points.
• Generated and submitted provider agreement proposals.
American Administrative General – Fort Worth, Texas
Sept 04, 2000 – Aug 03, 2004
Customer Service Representative
• Greeted customers and redirected calls to collections accounts which was thirty to ninety days past due.
• Reviewed monthly billing of patients’ accounts.
HMO Blue – Irving, Texas
Aug 19, 1999 – Aug 30, 2000
Customer Service Representative
• Assisted members and providers with HMO medical and dental coverage.
• Responsible for the verification and precertification of patient’s insurance.
• Transferred calls to appropriate department within company.
EDUCATION
Tarrant County College – Fort Worth, Texas
Graduation 2010, Associate of Arts Degree
Education America, Inc. – Fort Worth, Texas
Certificate in Business Operations
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