ANA MACLAREN
Crystal,United States
Summary
Health and pension benefits customer service representative with a background in handling high call volumes, resolving employee and retiree inquiries, and documenting case details for accurate follow-up. Bilingual communication, compliance awareness, and clear issue resolution support consistent service and customer satisfaction.
Overview
1
1
Certification
17
17
years of professional experience
Work History
Health and Pension Benefits Customer Service Representative
09.2023 - Current
- Managed collections and loan servicing tasks, specializing in inbound and outbound calls. Employed active listening and empathy to resolve employee and retiree issues, contributing to departmental service level goals by handling high call volumes and ensuring customer satisfaction through detailed record-keeping and follow-ups.
- Resolved issues for employees and retirees, improving customer experience and satisfaction.
- Met departmental service targets consistently by effectively managing call volume.
- Documented interactions meticulously to facilitate effective follow-up and ensure resolution of customer concerns.
Bilingual Benefits Customer Service Representative
Willis Towers Watson
Minneapolis, Minnesota
08.2023 - 09.2026
- Resolved employee benefits inquiries for Willis Towers Watson clients, ensuring accurate and timely support.
- Addressed complex issues by collaborating with internal teams and carrier contacts.
- Collaborated with other departments on customer service initiatives, enhancing overall service delivery and client satisfaction.
- Mapped out training plans, set clear learning objectives, and developed comprehensive customer service curricula for new team members.
- Documented call details and case notes in customer service systems
Customer Credit Specialist
Huntington National Bank
03.2023 - 08.2023
- Managed collections and loan servicing tasks to enhance customer support, handled inbound and outbound calls with professionalism, assessed customer financial situations, and recommended tailored solutions for delinquency while maintaining knowledge of consumer and collections laws.
- Guided customers through resolution of delinquent accounts, simplifying complex processes to improve their understanding.
- Analyzed financial situations and proposed suitable workout options to effectively resolve customer issues.
- Engaged with customers over the phone to provide support.
Loan Closer 2
U.S. Bank
10.2015 - 09.2022
- Prepare mortgage loan files adhering to bank and regulatory guidelines. Gather documents within set time frames and ensure compliance with quality service standards. Communicate with clients, brokers, and title companies to resolve inquiries and obtain necessary documentation. Coordinate closing and funding of loan packages, calculate final costs, and disburse funds.
- Streamlined loan processing by implementing standardized documentation methods.
- Conducted thorough closing reviews to identify and address discrepancies.
- Created and managed remote closing packages using digital systems to facilitate efficient fund disbursement.
- Enhanced customer satisfaction by promptly resolving inquiries and issues.
Government Audit Reviewer
U.S. Bank
07.2015 - 09.2015
- Oversaw compliance of FHA-funded loan files for bond approval, prepared deficiency notices, and gathered missing documentation to finalize loan files, enhancing overall loan processing accuracy. Calculated and input wire information to generate funding advice. Analyzed and documented data from diverse sources, ensuring thorough issue resolution in loan reviews, ultimately contributing to improved compliance outcomes. - Reviewed loan files for compliance, enhancing approval processes. - Prepared and issued deficiency notices, improving documentation accuracy. - Conducted analyses of funding files, identifying, and resolving issues efficiently. - Generated accurate funding advice, streamlining loan processing.
- Conducted thorough reviews of U.S. Bank account records to ensure compliance with regulations and accuracy of data.
- Conducted examinations of customer documentation to identify missing information and ensure alignment with policy requirements.
- Conducted assessments of transaction activity to identify suspicious patterns and potential fraud indicators.
Home Loan Closer/Loan Modification Approver/Collector
Wells Fargo Home Mortgage
09.2014 - 07.2015
- Processed closing packages for various loan products, collaborating with title companies, insurers, attorneys, and realtors to facilitate timely closings. Prioritized daily objectives to achieve volume goals and conducted follow-ups with customers and title companies to ensure accuracy.
- Ensured timely processing of FHA, VA, USDA, and conventional loans.
- Resolved customer concerns by researching issues thoroughly and implementing effective solutions to improve customer satisfaction.
- Evaluated customer loyalty initiatives and quality benchmarks systematically to enhance service delivery and maintain compliance.
Loan Processor
Wells Fargo Home Mortgage
10.2012 - 11.2013
- Facilitated collaboration with customers, title companies, insurance firms, and realtors to meet daily objectives and volume goals. Managed conventional, FHA, VA, and USDA mortgage loans.
- Ordered verifications and followed up with customers to expedite loan processing.
- Assessed credit risk in accordance with state and federal policies to ensure loan approval.
- Executed high-volume, time-sensitive tasks, maintaining compliance with quality and timeline standards to support loan processing goals.
Bilingual Liquidations/Collections Team Lead
Wells Fargo Home Mortgage
08.2012 - 10.2012
- Oversaw daily operations of bilingual liquidations and collections teams, ensuring timely and accurate task completion, facilitating weekly monitoring sessions for collection product quality, and collaborating to achieve volume goals while delivering excellent customer service.
- Utilized advanced negotiating and analytical skills to effectively resolve complex customer inquiries related to short sale processes, retention options, and foreclosure.
- Handled complex calls regarding short sale processes, retention options, and foreclosure cases.
- Coordinated training initiatives and mentored team members, resulting in improved individual performance and team cohesion.
Bilingual Inbound/Outbound Collector 3A / Bilingual Collections Team Lead
Wells Fargo Home Mortgage
03.2010 - 08.2012
- Managed inbound and outbound collections for Wells Fargo Home Mortgage, coordinating team efforts to resolve delinquencies by analyzing customer finances and recommending workout options. Handled escalation calls and supported special projects.
- Exercised decision-making authority to refine collection strategies, improving overall effectiveness.
- Collaborated with team members to champion goals, enhancing customer service and contributing to team success.
- Utilized various CRM and financial systems to streamline operations.
Skills
- Health Benefits
- Benefits Administration
- Employee Benefits
- Customer Service
- Bilingual Communication
- Document control
- Regulatory Compliance
- Problem Solving
- Team Leadership
- Support ticket systems
- Case management
Certification
Residential Real Estate Salesperson (Expires June 30th, 2027), Minneapolis, Minnesota
Timeline
Health and Pension Benefits Customer Service Representative
09.2023 - Current
Bilingual Benefits Customer Service Representative
Willis Towers Watson
08.2023 - 09.2026
Customer Credit Specialist
Huntington National Bank
03.2023 - 08.2023
Loan Closer 2
U.S. Bank
10.2015 - 09.2022
Government Audit Reviewer
U.S. Bank
07.2015 - 09.2015
Home Loan Closer/Loan Modification Approver/Collector
Wells Fargo Home Mortgage
09.2014 - 07.2015
Loan Processor
Wells Fargo Home Mortgage
10.2012 - 11.2013
Bilingual Liquidations/Collections Team Lead
Wells Fargo Home Mortgage
08.2012 - 10.2012
Bilingual Inbound/Outbound Collector 3A / Bilingual Collections Team Lead
Wells Fargo Home Mortgage
03.2010 - 08.2012