Insurance process support - Santander Consumer USA - North Richland Hills TX
(2018-12)
Support insurance department with handling repair, total loss claims and gap claims. Follow up with insurance companies for payment to be sent in for total loss vehicles. Request settlement breakdowns and loss reports to ensure customers are getting a fair settlement offer.
Take inbound/outbound calls to body shops for payments to be issue and confirm repairs and issue payment. Request repo affidavit to be processed if customer is not willing to assist in the claims process within the allotted time frame. Make sure service level is at or below 3-5 days.
Process gap claims. Outbound calls to gap for status and any missing documents to assist with the processing of the gap claim and ensure payment be sent to Santander/Chrysler capital in a timely manner to avoid charge-off.
Express Adjuster - State Farm - Tempe AZ
(2017-04 - 2018-03)
- Handle and assist insured and third-party insureds with claims handling.
- Follow up with body shop to assure proper service will be rendered.
- Process payments for rentals and auto body shops.
- Advise of liability when processing first notice claims, and send correspondence to proper insured parties.
- Work task in between calls, and send files to arbitration as needed.
Rapid Response - Esurance - Richardson TX
(2015-10 - 2016-06)
Process first notice of loss statements. Investigate, research, analyze, verify and recommend solutions, using independent judgment on claims. Discuss claim with all parties and take recorded statements to preserve the facts. Ensure accuracy of information collected and reported and guard against fraudulent claims. Review estimate photos and make liability decisions to determine fault.
- Established and maintained a high level of positive working relationships with internal and external customers, ensuring satisfaction with company services.
- Analyzed first and third party claims to determine extent of the company's liability.
- Quickly and effectively solve customer challenges.
- Promptly and appropriately developed the file to provide an accurate and timely investigation and loss analysis.
- Adhered to all statutory and regulatory fair claims practices.
- Evaluated insurance policies and analyzed damages to determine coverage.
- Completing proper summaries and forwarding files to subrogation for collection in a timely manner.
Assistant Manager - Cash Store - Irving, TX
(2015-04 - 2015-10)
- Provide exceptional customer service with every existing and potential customer.
- Educate customers on all product offerings.
- Open store and maintaining the safe and securing the code.
- Process cash advance loans and title loan applications.
- Safeguard and maintain customer records, make collection calls on overdue loans.
- Monthly meeting to review stats and set monthly goals for the store.
Service Coordinator - Capital One - Irving, TX
(2014-04 - 2015-03)
Develops and maintains Capital one's relationships with contacts/customers to maintain and expand business. Assist business clients in planning the portfolio growth through the development of a business plan in alignment with departmental budget and consistent with overall bank asset/liability management objectives. Responsibilities also included providing balances, reviewing transactions, wires and merchant services.
- Responsible for assisting customers and business clients with registering and logging into the online banking portal.
- Cross sale products and services that could benefit the customer based on the portfolio.
- Coordinate with various divisions and departments (Trust, Branches, Operations, etc.) in the servicing of routine transactions and in solving the special customers.
- Maintains up to date knowledge of competitors' products and pricing in the market served
Process Support Specialist - Bank of America - Lancaster, CA
(2012-04 - 2013-05)
- Process borrower's loan modification request using the FHA guidelines.
- Verify that all requested documents have been received by borrower.
- Process the request for the many workout options, Imminent default, Special forbearance, FHA HAMP and Non-HAMP workout options.
- Review all documents and submit the modification to Underwriting for workout review.
- Communicate with the Customer relationship managers to request missing document or additional document.
Back Office Representative/Team Lead - Warrantech/Amtrust Companies - Bedford, TX
(2010-10 - 2011-12)
- Make calls to customers and to Service centers.
- Troubleshoot item failure before attempting to have the customer's item covered and repaired by an authorized service mechanic.
- Communicate with store clerks and managers to provide authorization for replacement.
- Assist representatives with questions and escalations.
Membership Assistant Specialist - Work way Professional Staffing / KERA - Dallas, TX
(2010-01 - 2010-05)
- Upload payments, reconcile cash, prepares reports, adjusts records, starts new transfers, cancel transfers as requested by members.
- Work with appropriate staff to ensure proper correspondence with EFT members.
- Work closely with Team Approach liaison to ensure information is ready for processing.
- Process lock box on a daily basis and pledges during eight annual pledge drives.
- Prepare recaps for business office.
- Work with manager to ensure timely upload and download of files and reports
Loss Mitigation Representative - Work way Professional Staffing / GMAC - Dallas TX
(2009-12 - 2010-01)
- Assist with the process of NACA and HOPE loans.
- Input mortgagor's information into the system and update all financial changes as well as approvals for loan modifications.
Call Center Assistant Manager - Countrywide /Bank of America - San Bernardino, CA
(2006-01 - 2009-03)
- Manage the Loss Draft Call Center of 27 plus employees.
- Call monitoring to assure quality customer service.
- Team training, 1st time right assistance, privacy safeguarding, team meetings, and desk side awards and assist the team with escalated calls.
- Conduct interviews for potential new hires, and support our Vice President with training within our Field Inspection Division and Property Claims Unit.
Customer Service Representative - Countrywide Home Loans - Simi Valley, CA
(2005-06 - 2006-01)
- Assist borrowers with mortgage payments, escrow accounts, taxes and credit correction request, referrals to refinancing and Home Equity.
- Assist property claims with the process of insurance drafts and creating new orders to be processed and forwarded to Field Services to complete the inspection request.
