ADEIMY GRAHAM
U.S. Small Business Administration (SBA)
Spring,USA
11
years of professional experience
Experienced federal government Disaster Recovery Specialist with background in providing customer service, program support, loan servicing assistance, case analysis, eligibility review, and compliance-driven decision making within high-volume environments. Skilled in researching customer inquiries, reviewing loan records and documentation, interpreting federal guidelines, providing program guidance, and maintaining accurate case records. Proven ability to resolve complex issues, manage sensitive information, meet performance standards, and support applicants, borrowers, lenders, and stakeholders while ensuring accuracy and compliance with SBA policies and procedures.
Work History
Disaster Recovery Specialist (GS-11)
4 Years 7 Months- Serve as a primary point of contact for applicants, borrowers, lenders, stakeholders, and members of the public by providing information and assistance regarding SBA disaster loan programs and services.
- Respond to customer inquiries through the MySBA Portal, email, and telephone regarding loan applications, eligibility requirements, processing, approval, disbursement, servicing, modifications, account status, and available assistance programs.
- Research and analyze customer inquiries by reviewing loan records, account information, application data, supporting documentation, and prior case actions to identify issues and provide accurate resolutions.
- Assist customers throughout various stages of the loan lifecycle by explaining application requirements, loan servicing processes, documentation requirements, and available program resources.
- Provide technical assistance to customers using SBA automated systems, online applications, customer portals, and other electronic platforms.
- Maintain accurate records of customer contacts, case activities, actions taken, and correspondence in accordance with SBA policies and established procedures.
- Prepare and review customer correspondence, documentation, and case records to ensure completeness, accuracy, and timely processing.
- Monitor assigned workload and prioritize multiple customer cases while meeting quality, accuracy, and productivity standards in a fast-paced environment.
- Interpret and apply SBA regulations, policies, standard operating procedures, and program guidance to provide consistent and accurate information to customers.
- Collaborate with internal departments and subject matter experts to resolve complex customer issues and ensure timely case completion.
- Utilize Microsoft Office Suite (Outlook, Word, Excel, and Teams) and multiple SBA systems to research customer accounts, document case activity, and communicate with internal and external stakeholders.
- Protect sensitive financial and personally identifiable information while maintaining confidentiality and compliance with federal requirements.
- Deliver professional customer service by resolving routine and complex inquiries with accuracy, professionalism, and attention to detail.
- Support disaster recovery operations by assisting customers affected by declared disasters and ensuring timely access to SBA disaster assistance programs.
Property Adjuster
5 Months- Assisted customers with property insurance claims, policy questions, and claim status updates.
- Reviewed claim information and supporting documentation to ensure accuracy and completeness.
- Collected and evaluated required documentation to support claim processing.
- Communicated with customers regarding claim requirements, updates, and resolution of concerns.
- Maintained accurate claim records and documented actions taken in internal systems.
- Managed a high-volume workload while following company policies, procedures, and quality standards.
Legal Assistant / Administrative Support
6 Months- Assisted with preparation and organization of legal case files, documents, and correspondence.
- Maintained accurate client records and protected confidential information.
- Supported attorneys with administrative tasks, case management activities, and document preparation.
- Reviewed documents for completeness, accuracy, and proper organization.
- Managed filing systems and maintained records in accordance with office procedures.
Case Coordinator / Patient Support Representative
6 Months- Assisted patients with case intake, documentation requirements, and service coordination.
- Communicated with patients and providers to obtain information and address case-related questions.
- Maintained accurate records and updated case files in internal systems.
- Reviewed documentation for completeness and ensured information was processed accurately.
- Managed multiple cases while meeting productivity, accuracy, and customer service expectations.
Loan Processor / Customer Service Representative
2 Years 5 Months- Processed loan applications by reviewing customer information and verifying required documentation.
- Reviewed financial information and supporting documents to determine eligibility based on company requirements.
- Assisted customers throughout the loan process by explaining requirements, terms, and repayment information.
- Maintained accurate customer records and documented account activity.
- Provided customer service while handling sensitive financial information.
- Followed company policies and procedures to ensure accurate loan processing and compliance.
Case Manager / Claims Support
7 Months- Managed personal injury case files and coordinated required documentation.
- Collected, reviewed, and organized medical and insurance records for case processing.
- Communicated with clients, providers, and insurance representatives regarding case updates and required information.
- Maintained accurate case records and tracked case progress.
- Ensured timely and accurate processing of case-related information.
- Followed established procedures to support effective case management.
Education
Pre-Law Coursework
Skills
Customer Service
Program Support
Loan Servicing
Loan Lifecycle Support
Case Management
Research & Analysis
Eligibility Review
Documentation Review
Policy & Procedure Interpretation
Federal Program Operations
Technical Assistance
Records Management
Compliance
Written Communication
Verbal Communication
Attention to Detail
Time Management
Microsoft Office Suite (Outlook
Word
Excel
Teams)
CORE COMPETENCIES
- Program Analysis
- Case Management
- Data Analysis & Documentation Review
- Federal Program Support
- Problem Resolution
- Stakeholder Communication
- Quality Assurance
- Records Management
- Customer Service Excellence
- Process Improvement
- Confidential Data Handling
- Policy Interpretation & Compliance
Timeline
Disaster Recovery Specialist (GS-11)
U.S. Small Business Administration (SBA)
01.2022 - CurrentRead More
Property Adjuster
Allstate Insurance
08.2021 - 01.2022Read More
Legal Assistant / Administrative Support
Pulaski Kherkher Law Firm
02.2019 - 08.2019Read More
Case Coordinator / Patient Support Representative
Health Help
02.2019 - 08.2019Read More
Loan Processor / Customer Service Representative
Texas Car Title / Payday Loan Services
08.2016 - 01.2019Read More
Case Manager / Claims Support
Auto Injury Solutions
01.2016 - 08.2016Read More
Faulkner State Community College
Pre-Law Coursework
Read More