Medical claims

• Works with minimal supervision to recognize, investigate and resolve complex coverage, liability and damage issues• Accurately notate files and secure recorded and non-recorded statements from drivers and witnesses.• Review vehicle and property estimates and photos. • Collaborate with an array of internal and external partners including body shops, salvage yards, insurance companies and rental companies and agents• Respond to subrogation demands using the arb forum website• Explain and handle less complex Personal Injury Protection/Medical Payments Coverage questions

•Responded to customer inquiries in dedicated queue for law libraries of the nation’s top 700 law firms and federal government accounts.•Paired with a National Account Manager based in New York and provided dedicated support for their assigned accounts and customers by answering questions and responding to customer issues directly.•Paired with outside sales representatives and provided dedicated support for their assigned accounts and customers by answering questions and responding to customer issues directly.•Responded to customer emails and standard mail regarding their account and product questions.•Provided support to the unassigned sales staff with questions about their accounts in a dedicated queue.•Performed special projects, including the creation of Excel spreadsheets outlining a law firm’s national inventory or inventory by specific location. •Identified duplications in standing orders files that resulted in duplicate mailings and implemented a manual fix saving the company postage costs and preventing customer confusion.•Collaborated with team mates to develop training on team duties and presented to management and staff to educate on the duties of an account manager.•Solved discrepancies in coding of an account type by reviewing a comprehensive spreadsheets of the customer base and manually coding them based on address information and research. •Questioned a process and provided evidence to overturn it based on review and research of a specific account type and was named employee of the month April 2009 as a result•Provided support to teammates when pulling reports from Oracle and converting to Excel based on requirements of newly realigned sales staff.•Routinely handled challenging customers both internal and external.

•Responded to customer’s inquiries promptly regarding their book/publication order.•Assisted bookstore customers with placing their orders.•Performed warehouse duties as assigned, including packing and returns.•Responded to customer emails, standard mail, and updating of manuals.•Performed special projects, including investigating duplicate payments and undeliverable mailings.

•Responded to customer inquiries regarding delinquent accounts.•Collected delinquent balances from card members, minimizing the risk of loss to the bank.•Handled the initial interaction with customers attempting to resolve delinquency.•Worked accounts usually in the earlier stages of delinquency, through the predictive dialer.

•Responded to customer inquiries promptly; provided information on the status of accounts, and the services and products offered by Bank One.•Assisted peers with account questions.•Exceeded and maintained performance standards.