Stewart Title - Collection Counselor Specialist Resume Example

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Nora Butler

XXXXX XXXX XXXX XXXXX, Houston , TX 77065

H: XXXXXXXXXXXX

XXXXXXXXXXXXXXXXXXXXXXX

Professional Summary

Self-motivated professional with 10+ years customer service experience.
Dedicated to high levels of customer satisfaction and meeting aggressive business goals. Seeking an entry-level position, under the umbrella of health information technology. Exceptional assets include customer retention.
Handles tasks with accuracy and efficiency.
Demonstrated leadership and capability to work independently in a high volume environment.

Skills

Administration and Management
Judgment and Decision Making

MS Applications
Publisher

3M Encoder
Meditex

L-Trax
Pro Touch

ICD-9CM, ICD-10CM, ICD-10PCS,CPT
FiServ

Fax/Scan
10 Key by touch

Experience

Collection Counselor Specialist 01/2014 to Present Stewart Title – Houston , Tx

Processed In-bound and out-bound calls.
Maintained an average of 25-30 calls per hour.
98-100% customer service for 12 consecutive months.
Researched borrower's mortgage loan, addressed billing and invoice inquires, and processed payments.
Contact borrowers with delinquent accounts to obtain payment in full, calculate amount of debt and funds available to negotiate repayment.

Interview applicants and request specified information, mailed out financial package applications.
Counseled borrowers on breach letters, home retention options, and potential loss mitigation options such as; extended re-payment plans, special forbearance, reinstatement, short sale, and deed in lieu of foreclosure.
Trained over 20 employees, fashioned a training manual to assist new hires on complacency measures, federal guidelines, account review and dispute resolutions
Created quality assurance survey that is currently being utilized in all departments.
Designated committee member, responsible for developing strategies to build company moral.
Assisted in document services department as needed, processed follow-up calls, assisting borrower in completion of essential documents for underwriting review.

Health Information Intership 10/2013 to 10/2013 Kindred Hospital LTAC – Houston, Tx

Retrieve patient medical records for physicians, technicians, or other medical personnel.

Review records for completeness, accuracy, and compliance with regulations.

Enter data, such as demographic characteristics, history and extent of disease, diagnostic procedures, or treatment into computer.

Protect the security of medical records to ensure that confidentiality is maintained.

Release information to persons or agencies according to regulations.

Process patient admission or discharge documents.

Process and prepare business or government forms.

Compile medical care and census data for statistical reports on diseases treated, surgery performed, or use of hospital beds.

Administrative Assistant 03/2013 to 04/2013 O'Connor and Associates – Houston, tx

Receive and place telephone calls.
Booked face to face client meetings for assigned clientele.
Maintain records for each case, including contacts, telephone numbers, and actions taken.
Send invoice notices to property owners when accounts are delinquent, and processed credit card payments.
Educated customers about contractual agreement,and required forms needed for adjudication and adjustment of property tax.

Review legal publications and perform database searches to identify court decisions relevant to pending cases.
Coordinated the exchange of information for supportive evidence, verified completeness and accuracy.
Researched database, and prepared documents necessary for auditing prior to filing a protest.
Utilized county appraisal district website, liaison between county clerk, residential and commercial property owner.
Scanned and converted printed documents and images into digital format, sort mail, reactive existing account, and purged closed accounts, made photocopies of correspondence, documents,e-mailed, fax, or arrange for delivery of legal correspondence to clients.

Customer Service Call Center 01/1997 to 02/2013 Tele-Check Frist Data – Houston, Tx

Answered inbound calls, and outbound calls in a call center environment.
Educated consumers about check witting privileges, denials status via phone or e-mail, and provided 3rd party dispute resolution.
Maintained client accounts,entered demographic information, and preformed soft collections, and handled resolved escalated supervisor calls.
Liaison between merchant and financial institution to procured authorization warranty, code as required.
Researched open fraud claims for forgery department.
Faxed, filing, scanning.
Elevated to team lead supervisor.
Preformed Quality assurance by monitoring agents phone calls.

Customer Service Call Center 05/2011 to 07/2011 Sprint Wireless – Houston, Tx

Answered incoming calls line in a high volume department with over 200 employees.
Researched and resolved customer inquiries via email, and phone.
Reviewed billing statement, and invoices.
Processed credit card payments.
Implemented payment arrangements, and soft collections.
Maintained and accurately update customer account.
Explanation of contractual agreement, services and products.
Educated consumer on promotions, up-sales, data usage, claims processes, equipment applications, and provided technical support.

Independent contractor 03/2004 to 01/2011 Murray's Delivery Services – Houston, Tx

Customer retention.
Secured personal clientele and contracts.
Supervisor and trained group of 5 delivery driver
Ensured delivery of products in a timely manner.
Dispatched and mapped out delivery routes.
Implemented productive strategies for managing and nurturing third party sales prospects.

Manage the movement of goods into and out of production facilities.

Education

Associate of Applied Science: Health Information Technology 02/2014 DeVry University – Houston, Tx Academic Achievement
GPA 3.2 / Deans List
Course Emphasis:
Medical Terminology, Anatomy and Physiology, Medical Record Deficiency, ROI, Introduction to Health Services and Information Systems, International Classification of Diseases Coding, Data Analysis with Spreadsheets, Data Applications and Health-care Quality, Legal and Regulatory Issues in Health Information, Health Insurance, EBO's, Reimbursement, Revenue Cycle and HIPPA Compliance.

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Administrative Assistant Call Center Customer Service Representative Independent Contractor