Description :

1. Manage inbound and outbound customer service calls with a focus on account resolution and satisfaction.
2. Utilize conflict resolution techniques to de-escalate customer issues and maintain service quality.
3. Perform essential job functions independently while employing creative problem-solving methods.
4. Effectively navigate client systems and databases, ensuring accurate record-keeping.
5. Document all customer interactions with precision to maintain comprehensive records.
6. Explain benefits, managed care contracts, and compliance requirements to customers clearly.
7. Report operational challenges to management for timely resolution and service improvement.

Experience

5-7 Years

Level

Executive

Education

B.A. in BA

Description :

1. Document and manage customer accounts, ensuring accurate records of all interactions and resolutions.
2. Investigate and resolve complex account discrepancies, utilizing analytical skills to identify root causes.
3. Enhance customer satisfaction by providing timely and effective solutions, leading to increased client retention.
4. Collaborate with cross-functional teams to ensure compliance with industry regulations and company policies.
5. Utilize data analysis to identify trends and implement strategies for process improvement.
6. Maintain up-to-date knowledge of industry best practices and regulatory changes to ensure optimal service delivery.
7. Achieve departmental goals by accepting ownership of projects and exploring opportunities for value addition.

Experience

10+ Years

Level

Senior

Education

B.S.B.A.

Description :

1. Engaged with customers via phone and written communication to resolve outstanding account issues.
2. Provided guidance to delinquent customers on financial options to meet their obligations.
3. Utilized effective skip tracing techniques to locate and contact consumers.
4. Educated customers in bankruptcy about their options for account management.
5. Maintained accurate and detailed records of all communications and account updates.
6. Assisted customers in completing loan modification documentation.
7. Ensured adherence to company policies and regulatory compliance while managing accounts.

Experience

7-10 Years

Level

Senior

Education

B.S. in BA

Description :

1. Selected by upper management to develop a new team focused on enhancing customer resolution processes.
2. Researched and analyzed customer concerns, collaborating with internal teams to deliver effective solutions.
3. Interpreted data to identify trends and improve service delivery, effectively reducing recurring issues.
4. Created and implemented departmental scripts to standardize communication and improve customer interactions.
5. Adapted work schedules to meet service demands and maintain optimal service levels during peak times.
6. Proactively identified areas for improvement, using advanced Excel skills to develop actionable insights.
7. Conducted outreach to customers and partners, effectively presenting data and resolution strategies.

Experience

0-2 Years

Level

Entry Level

Education

BA Comm

Description :

1. Provides immediate coaching and feedback to team members, enhancing customer service quality while meeting organizational objectives.
2. Handles escalated calls from external customers, ensuring timely and effective resolution of complex issues.
3. Follows up with dealers to confirm issue resolution and maintain high levels of customer satisfaction.
4. Analyzes operational data to identify areas for improvement and implement corrective actions.
5. Utilizes advanced knowledge of systems to assist representatives in resolving customer inquiries efficiently.
6. Maintains call control to ensure compliance with department standards while optimizing customer experience.
7. Responds to customer correspondence and manages email inquiries to facilitate timely resolutions.

Experience

5-7 Years

Level

Senior

Education

BBA

Description :

1. Authored correspondence for approvals, amendments, and acknowledgments using Access templates.
2. Logged and tracked written appeals to ensure timely acknowledgment and resolution per corporate guidelines.
3. Managed tasks in the Prior Authorization Smart System, completing verbal notifications to Medicare members.
4. Processed approvals and monitored the Physician Fax Decision Queue to confirm successful fax transmissions.
5. Maintained comprehensive databases of customer files, ensuring accuracy for audits and case reviews.
6. Handled customer inquiries and complaints, effectively addressing billing questions and service requests.
7. Utilized strong time management and problem-solving skills to de-escalate customer concerns and enhance service delivery.

Experience

0-2 Years

Level

Junior

Education

B.A.

Description :

1. Maintain detailed records of customer interactions, inquiries, and resolutions to ensure transparency and accountability.
2. Collaborate with various departments to address and resolve complex customer issues effectively.
3. Assess customer service complaints and determine appropriate actions to achieve resolution.
4. Communicate with customers regarding the status of their complaints and any necessary follow-up actions.
5. Utilize conflict resolution techniques to mediate disputes between customers and the organization.
6. Analyze customer feedback to identify trends and areas for improvement in service delivery.
7. Train team members on best practices for conflict resolution and customer engagement.

Experience

7-10 Years

Level

Management

Education

B.A. Comm.

Description :

1. Provided expert guidance to customer service representatives on complex calls, enhancing team performance.
2. Resolved technical issues for representatives, ensuring seamless navigation of systems and protocols.
3. Drafted clear and professional communications for clients and vendors, fostering transparency.
4. Educated clients on policies and procedures, improving overall understanding and satisfaction.
5. Ensured exceptional service by swiftly addressing inquiries regarding coverage, rates, and billing.
6. Processed endorsements and renewals, explaining underwriting reasons for rate changes effectively.
7. Consistently exceeded performance metrics, achieving top ratings in availability and call handling.

Experience

5-7 Years

Level

Senior

Education

B.S.B.A.

Description :

1. Resolved account issues presented by internal partners, dealerships, and customers, enhancing satisfaction.
2. Conducted thorough investigations and responded to complaints filed with state Attorney General offices.
3. Acted as a liaison between internal departments and customers to expedite resolutions.
4. Supervised and trained a team of 10-15 representatives, improving team dynamics.
5. Conducted performance reviews, providing constructive feedback and support.
6. Handled escalated calls, ensuring complex issues were addressed effectively.
7. Recognized as a Subject Matter Expert, providing guidance on business processes.

Experience

2-5 Years

Level

Junior

Education

B.A.

Description :

1. Facilitate communication between customers and internal teams to resolve disputes effectively and efficiently.
2. Utilize analytical skills to assess complex issues and develop tailored solutions to meet customer needs.
3. Provide training and support to team members on dispute resolution protocols and best practices.
4. Manage escalated calls with professionalism, ensuring a positive customer experience.
5. Document resolution processes and outcomes to improve future dispute handling.
6. Collaborate with management to identify trends in disputes and suggest process improvements.
7. Maintain a strong understanding of relevant laws and regulations to guide resolution efforts.

Experience

0-2 Years

Level

Entry Level

Education

BA Comm

Description :

1. Processed payments and accurately posted amounts to customer accounts, ensuring financial accuracy.
2. Monitored overdue accounts using automated systems to identify and address delinquent payments.
3. Documented customer financial statuses and collection efforts, enhancing data accuracy.
4. Notified customers of overdue accounts through mail and phone calls, maintaining open lines of communication.
5. Engaged with customers to uncover reasons for overdue payments and reviewed sales or service agreements.
6. Advised customers on effective debt repayment strategies, facilitating successful resolutions.
7. Persuaded customers to settle outstanding balances, improving overall collection rates.

Experience

2-5 Years

Level

Management

Education

B.S. in BA

Description :

1. Provide comprehensive support in resolving customer issues related to payments and collections.
2. Generate reports on outstanding accounts and analyze credit risks for effective resolution.
3. Maintain and update customer databases, ensuring accuracy in records and reports.
4. Assist in the resolution of invoice discrepancies, facilitating timely payments.
5. Respond to customer inquiries, addressing concerns with a focus on satisfaction.
6. Investigate unresolved issues to identify reasons for payment delays and secure commitments.
7. Exercise independent judgment to negotiate payment plans and extensions.

Experience

0-2 Years

Level

Entry Level

Education

B.A. Comm.

Description :

1. Achieved all Key Performance Indicators (KPI) and monthly performance goals set by management.
2. Contacted borrowers via phone to negotiate payment plans and best qualifying programs to resolve delinquent accounts.
3. Recorded and updated account activities, including borrowers' financial status and collection efforts.
4. Performed administrative functions for assigned accounts, including updating records and purging deceased borrower information.
5. Provided exceptional customer service to minimize complaints and potential legal actions.
6. Ensured adherence to FDCPA, Privacy Act, and all relevant federal and state laws.
7. Complied with the Department of Education Statement of Work and all client guidelines.

Experience

2-5 Years

Level

Executive

Education

B.S. in Business Admin.

Description :

1. Managed financial aspects of defaulted loan portfolios, ensuring timely reporting and analysis of performance metrics.
2. Provided actionable insights to management regarding market trends and compliance issues impacting resolution strategies.
3. Collaborated with multiple departments, including Legal and Collections, to facilitate effective account management.
4. Oversaw the title and vested processes, addressing collateral concerns with precision.
5. Supported litigation efforts by reviewing court documents and liaising with legal counsel on complex borrower issues.
6. Coordinated and participated in depositions and mediations with senior personnel to resolve disputes efficiently.
7. Demonstrated alignment with corporate culture through proactive problem-solving and teamwork.

Experience

2-5 Years

Level

Executive

Education

B.S. Finance

Description :

1. Reviewed and processed documentation for defaulted loans, ensuring accuracy and compliance with regulations.
2. Communicated with borrowers to clarify repayment options and resolve outstanding issues effectively.
3. Prepared reports analyzing default trends and contributing to strategic decision-making processes.
4. Coordinated with gatekeeping teams to expedite the review of overdue accounts and documentation.
5. Maintained accurate records of borrower interactions and account statuses to ensure seamless follow-up.
6. Developed templates for communication with borrowers, improving response times and clarity of information.
7. Monitored compliance with industry regulations and internal policies, identifying areas for improvement.

Experience

2-5 Years

Level

Executive

Education

B.S. Finance

Description :

1. Managed customer interactions from Puerto Rico and the mainland USA, ensuring high-quality service.
2. Resolved complex contract disputes, enhancing client trust and satisfaction.
3. Reviewed billing ledgers with clients to clarify discrepancies and improve account accuracy.
4. Provided translation services for Spanish-speaking clients in commercial accounts.
5. Facilitated onboarding for new coworkers, promoting a collaborative team environment.
6. Ensured positive customer experiences by resolving complaints efficiently and effectively.
7. Guided customers through identity theft protocols and account verifications, enhancing security awareness.

Experience

5-7 Years

Level

Junior

Education

B.A.

Description :

1. Managed inbound calls, providing tailored solutions to complex customer inquiries.
2. Resolved escalated complaints at an Executive Level, including installation and regulatory issues.
3. Led initiatives in the Retention department to enhance customer loyalty.
4. Increased revenue by promoting company services and solutions effectively.
5. Facilitated de-escalation processes, ensuring positive outcomes for high-stakes situations.
6. Oversaw VIP accounts, guaranteeing timely and satisfactory resolutions.
7. Generated correspondence related to contracts, account statuses, and customer inquiries.

Experience

5-7 Years

Level

Executive

Education

B.A.

Description :

1. Reviewed and addressed all Level 3 complaints, ensuring compliance with established policies and timelines.
2. Analyzed complex information to deliver accurate responses to customer concerns and regulatory inquiries.
3. Identified root causes of issues and recommended process improvements to enhance service delivery.
4. Communicated effectively with stakeholders, providing clear and professional responses to inquiries.
5. Utilized de-escalation techniques to turn challenging situations into positive customer experiences.
6. Collaborated with internal teams to resolve complaints while adhering to regulatory standards and SLAs.
7. Managed competing priorities efficiently, ensuring timely completion of high-quality work.

Experience

5-7 Years

Level

Executive

Education

B.A.

Description :

1. Managed incoming calls from providers and members regarding claims, policies, and plan processes.
2. Provided accurate responses to inquiries, ensuring clarity and compliance with regulations.
3. Investigated claim issues and determined appropriate resolutions, enhancing provider satisfaction.
4. Documented calls and processed adjustments to member records accurately and promptly.
5. Maintained adherence to HIPAA and company standards to ensure confidentiality and compliance.
6. Actively supported the Health Plan by fostering positive relationships with providers and stakeholders.
7. Utilized analytical skills to identify trends in claims data and enhance service delivery.

Experience

10+ Years

Level

Senior

Education

B.S. Health Admin.

Description :

1. Assist medical, dental, vision, and pharmacy providers telephonically to resolve inquiries.
2. Provide accurate benefits and eligibility information to support provider needs.
3. Review and return incorrectly adjudicated claims for prompt reprocessing.
4. Assist with prior authorization requests, ensuring compliance with guidelines.
5. Facilitate appeal submissions and provide timely status updates to providers.
6. Support internal teams with claims issues, policies, and procedures.
7. Maintain thorough documentation and issue tracking for quality assurance.

Experience

2-5 Years

Level

Executive

Education

B.S. HIM