Total loss customer care specialist at IAA, Inc. (2023-05 – Present)
Loan payoff synergy
- Review new file assignments to conclude the most effective handling procedures required to acquire title documents based on established guidelines.
- Handle inbound telephone inquiries using Zendesk support desk tools to provide total loss claim status updates.
- Obtain and review reports, statements, records, and related materials to inform process decisions within established guidelines and own first-level service recovery efforts and critical issue resolution.
- Have direct ownership of first and second-level service recovery efforts and escalations.
- Ensures that all documents pertaining to a claim are electronically attached and labeled in the file management system.
- Responds to all correspondence in accordance with the established accountability standards.
- Provide clear, empathetic guidance to vehicle owners navigating title procurement, setting expectations and outlining next steps.
- Provides relationship and professional service to customers, peers, and partners.
- Act as a mentor within the department in areas of subject matter expertise. Assists with onboarding and training peers.
- Execute with speed and urgency to conclude, communicate, and obtain all documentation required to prepare the vehicle for sale.
- Address assigned inventory of salvage vehicles to drive effective results, using state-specific methods and processes.
- Learns and maintains detailed knowledge of state salvage and title laws for assigned states and may aid partners by answering questions about owner-retained salvage laws and salvage title laws.
- Documents include all key procedures, next steps about title process, interactions with customers, vehicle providers, and internal partners.
- May be asked to step in as team lead while the supervisor is unavailable.
- Act as primary account point of contact for low-volume accounts.
- Help with other functions and duties as needed.
- Duties are subject to change, based on needs.
- Utilize CRM software to track member interactions and ensure timely follow-up on inquiries.
Customer Service Representative at Navient (2020-06 – 2023-04)
- Managed large volumes of inbound and outbound customer support calls in a timely manner.
- Followed communication "scripts" when handling different topics.
- Identified customers' needs, researched issues, and provided solutions using support desk tools.
- Maintained and Update the Taxpayers Case files.
- Performed skip tracing to locate delinquent taxpayers.
- Ensured all accounts are worked within client standards and State regulations.
- Build sustainable relationships and engage customers by taking the extra mile.
- Documented all customer interactions accurately in CRM software to maintain comprehensive case histories.
- Met personal/team qualitative and quantitative targets.
- Adapted communication style to engage diverse customers and resolve inquiries efficiently.
Provider Assistant at Molina Healthcare Inc (2017-02 – 2020-05)
- Managed Inbounded calls from Provider office and Members
- Enquired about eligibility and benefits
- Looked for CPT codes valid or not and provided information billing questions and declined CPT codes
