Research Specialist First Citizens

Driven, dedicated and collaborative senior client support professional with a proven ability to managing multiple complex priorities, managing high-volume workloads, and maintaining compliance and confidentiality. Proven ability to identify discrepancies quickly, resolve pressing matters and handle frequent interruptions gracefully.

EMPLOYMENT HISTORY

Construction Mortgage Administrator, Construction Loan Department First Citizens Bank-Contractor

Columbia, SC November 2020-Present

Analyze the builder information worksheet, supporting documentation and check builder references to determine the builder’s ability to manage the project for builder acceptance

Examine contracts, compare contracts to licenses and research different websites for licensing and public records for each state

Follow up inspections are created to contact the appraiser for a status update if they have not completed the inspection report with the allotted timeframe and include any pertinent response via email or phone

Sr. Partnerships Specialist, Broker Services Overhead Randstad – Contractor – Aflac – Sr. Research Specialist

Columbia, SC June 2019 – January 2020

Resolved issues in relation to premium remittances, payment collections, ported policy bank drafts, suspense research, reporting, account/batch balancing and communication/documentation surrounding the escalations in Policy Services issues regarding privacy, DOI, legal support and investigations

Provided customer support related to products and services including the processing of account adds/changes and handling of administrative, audit & billing functions

Identified discrepancies to review, research, resolve and analyze client concerns including but not limited to billing/credit disputes and aging activity

Audited, validated and updated client information to ensure Billing and other CRM Systems are kept in sync to understand, identify and resolve root issues or causes for purposes related to escalations

IT Operations Analyst I, Technology Service Desk TD Bank – Help Desk Support

Lexington, SC December 2018 – June 2019

Provided technology-based phone support and conducts first level analysis to resolve end user incidents and requests, working with technology groups, to resolve within established timeframes

Provided courteous, efficient and professional customer service to ensure inquiries, problems and issues are resolved promptly and effectively under all conditions

Maintained proficient knowledge of tools, processes, procedures and resources necessary to assist in problem determination and recovery in a high-volume call center averaging about 90 inbound calls daily

Identified and recommend opportunities to enhance productivity, effectiveness and operational efficiency of the business unit and/or team

EDI Operations Associate I Palmetto GBA-A Subsidiary of BlueCross BlueShield

Columbia, SC November 2017 – November 2018

Managed logs supporting written requests and provides first and second technical operations support, as well as basic internal support to a variety of customers

Experience with invoicing, payment processing, following complex process documentation, handling and managing customer financial information

Assisted team members with work functions along with applying working knowledge of the relevant EDI software and tools used by the company/contract

Handled confidential or sensitive information with discretion, claims processing and customer service

Credit, Collections Analyst Staples Shared Services Center

Columbia, SC May 2013 – September 2017

Communicated effectively with delinquent customers to resolve payment issues and delays

Ensured objectives of the Service Level Agreement (SLA) are met in each transaction

Prioritized tasks to efficiently follow through on outstanding collections; Established relationships with internal teams including Sales, Accounting, and Customer Service departments

Monitored financial position of established accounts and address irregularities to management; Minimize day sales outstanding (DSO), account balances aging past 30 days and unapplied payments

Additional Employment History:

Accounts Payable Processor I & II Staples Shared Services Center Columbia, SC May 2011 – May 2013

Customer Service Representative The State Newspaper Columbia, SC October 1999 – April 2009

EDUCATION

University of Phoenix, Bachelor of Science: Information Technology, Business Systems Analysis – 86 Credits Completed toward degree, 2009

Contact this candidate