• Successfully supported six Account Managers across two funding organizations whose mission is to work with law firms, medical providers, and plaintiffs to offer financial products to empower their clients in personal injury cases. • Consistently exceeded departmental funding goals ($1M per year) with resulting totals of up to $2.5M achieved. • Effectively provided customer support for up to 40 clients per day utilizing empathy, listening and communication skills and relationship-building expertise, to develop and implement solutions to benefit all parties involved in each transaction. • Utilized legal knowledge to discover and research issues as needed; in one case effectively saved the organization more than $100K through her diligence. • Provided training to new employees in the department on all aspects of their position including systems, processes, policies, and delivery expectations.• Kept track of open contracts, followed up on pending actions, and escalated contracts needing assistance in conversion to Sales or Account Executives.• Prepared cases/deals/batches for the Ticket Queue to ensure compliance and readiness for submission.• Served as the main point of contact for customers (plaintiff/ law firm /providers) regarding their requests.• Regularly reviewed the Open Deal/Batch & Ticketing Queues to ensure deals/batches are progressing smoothly.• Addressed escalations/questions from Intake Specialists to facilitate deal/batch conversion.• Promptly responded to all incoming external and internal phone calls and inquiries via text, email, Slack, etc.• Provided updates on customer requests to law firms/providers and plaintiffs/patients. • Followed up on missing documents/information from firms and provided updates to customers.• Followed up on escalations with internal stakeholders.• Utilized MSOffice 365 Suite (Word, Excel, PowerPoint, Outlook) as well as proprietary software, databases and CRMs.

• Utilized customer care skills to respond to patient requests; navigated national database to access medical provider information and ensure correct doctor requirements and intake documents were provided; processed and stored documents and data accordingly. • Registered consumers and employees for classes and workshops offered by the organization (Prenatal/Parenting/Cancer care/Wellness, etc.) • Credentialed doctors. • Provided physician referrals to consumers.• Served as a resource to other employees by responding quickly to requests for assistance and offering solutions to issues as they arose.

• Prioritized patient care according to Acuity, and scheduled patient procedures.• Communicated with insurance providers to verify patient coverages. • Promptly and courteously answered phone calls and scheduled appointments.• Provided respectful and empathetic customer care to each interaction. • Worked diligently to research and resolve issues that arose.