Advance Loan Servicer at Achieve (2023-03 – Present)
Managed loan accounts and provided loan servicing operations including payment processing, customer inquiries, and collections management.
- Managed loan accounts by processing payments and updating borrower information
- Handled routine and complex inquiries from customers, title companies and vendors each day
- Delivered prompt, knowledgeable solutions to address customers' loan service issues
- Processed payoffs, releases, and curtailments for loans
- Monitored loans to verify adequate and current insurance coverage
- Generated periodic statements for customers detailing their loan activity
- Maintained accurate records in the computer system including changes in borrower information or loan status
- Reviewed payoff requests from borrowers ensuring that all conditions have been met before releasing funds
- Set up debt payment plans based on client credit, income and assets
- Informed customers of loan application requirements and deadlines
- Approved or denied loan applications and explained reasoning behind decisions
- Managed the collection process by contacting borrowers who are delinquent on their loans
- Resolved disputes between borrowers and lenders over payment discrepancies or other matters
Auto Claims Adjuster at USAA (2023-01 – 2023-03)
Investigated and evaluated auto insurance claims, determined liability and coverage, and provided customer support regarding claims and appeals.
- Investigated incidents to determine liability and assess damages accurately
- Evaluated auto claims by reviewing documentation and engaging with claimants
- Communicated effectively with customers to explain claims processes and resolve inquiries
- Utilized claims management software to document findings and track progress efficiently
- Maintained compliance with industry regulations while processing auto insurance claims
- Investigated and analyzed auto insurance claims to determine validity, accuracy, and coverage
- Provided customer support to members, providers, billing departments and other insurance agency's regarding claims, appeals and eligibility
- Managed multiple cases simultaneously while meeting established deadlines
Sr. Collections Manager at Discover Financial Services (2017-01 – 2022-09)
Managed collections team and developed strategies to improve customer payment behaviors, reduce delinquencies, and facilitate debt recovery processes.
- Managed collections team to ensure timely debt recovery processes
- Developed strategies to improve customer payment behaviors and reduce delinquencies
- Oversaw training programs for new team members in collections procedures
- Maintained relationships with customers to facilitate resolution of outstanding accounts
- Developed and improved procedures for collection of past due amounts
- Led monthly meetings to review performance metrics and set team goals
- Identified potential areas of improvement in collections process and implemented changes accordingly
- Managed accounts receivable, collections and credit activities for a large customer base
- Negotiated payment plans with customers in arrears or at risk of defaulting on payments
- Resolved escalated disputes between customers and the company concerning collections matters
- Completed investigations of customer accounts and payment histories
- Created reports for management on past due accounts and delinquency rates
- Completed administrative tasks such as recordkeeping, writing correspondence, and gathering materials
- Received and submitted payments and applied amounts to customer balances
- Researched and resolved billing and invoice problems
- Reduced losses by restructuring loan payment plans
- Met demands of busy collections group by performing high volume of daily calls
- Completed skip traces on customers failing respond to collection efforts
- Developed and maintained strong relationships with clients to facilitate payment collections
Receptionist Administrator at Dr. Yaroslav Kushnir, M.D., Inc. (2008-01 – 2016-12)
Managed appointment scheduling, patient records, and office operations while assisting in billing processes and providing customer service.
- Managed appointment scheduling for patients and providers efficiently
- Answered incoming calls and directed inquiries to appropriate staff members
- Maintained patient records and ensured data accuracy in the system
- Coordinated office supplies and inventory to support daily operations
- Assisted in billing processes and verified insurance information for patients
- Organized patient files and facilitated smooth check-in and check-out processes
- Collaborated with healthcare professionals to streamline administrative tasks effectively
- Welcomed visitors and customers by greeting and answering or directing inquiries
- Organized daily office operations such as filing paperwork, ordering supplies, and setting up meeting spaces
- Responded promptly to emails from customers and other departments within the organization
- Maintained reception area cleanliness and tidiness
- Performed data entry and other administrative tasks to support departments
- Obtained and processed payments from clients for products and services
- Created spreadsheets to track customer information such as contact details and preferences
- Organized files and spreadsheets to simplify staff access or retrieval
- Developed strong relationships with vendors in order to secure favorable pricing for office supplies
- Resolved customer complaints or answered customers' questions
- Interpreted and explained work procedures and policies to brief staff
- Trained employees on best practices and protocols while managing teams to maintain optimal productivity
