Angelica Raineri
Avella,PA
Summary
Experienced professional bringing 3+ years of experience in debt collections, accounts receivable, scheduling, and customer service. I am very compassionate and very compliant with all policies. Committed to providing exceptional and professional customer service.
Overview
4
4
years of professional experience
Work History
Collections Agent/Lead CSR
Capital Management Services L.P
Buffalo, NY
12.2023 - Current
- Interviewed customers to obtain financial information, payment history and other relevant details.
- Researched customer accounts for any discrepancies or outstanding payments.
- Negotiated payment plans with customers to ensure timely repayment of debt.
- Investigated customer disputes and complaints regarding billing errors and incorrect charges.
- Processed payments through various methods such as checking, savings, and debit card.
- Adhered to company policies and applicable laws while collecting debts from customers.
- Drafted correspondence to customers regarding overdue accounts and payment arrangements.
- Resolved complex issues that arose during the collections process.
- Identified opportunities for improved efficiency in the collections process.
- Participated in training sessions related to new technologies used by the company's collections department.
- Identified past due accounts and contacted account holders to arrange payment.
- Created repayment plans based on account holders' financial status and repayment abilities.
- Followed fair debt practices and regulatory guidelines when managing collections process.
- Recovered lost revenue by persistently reaching out to customers with past due accounts.
- Upheld privacy and security requirements for customer information.
- Resolved billing discrepancies and customer credit issues.
- Remained calm, stayed professional, and provided exceptional service on calls, even when interacting with difficult individuals.
- Processed payments over phone and set up recurring drafts.
Medical and Pension Benefits Specialist
Willis Towers Watson
Pittsburgh, Pennsylvania
01.2022 - 11.2023
- Assisted employees with enrolling in benefit plans and explained plan options.
- Processed benefit enrollment forms, changes, and terminations.
- Conducted new hire orientations to explain benefits packages.
- Generated reports on health care costs, retirement savings, and other related topics.
- Monitored compliance with federal and state regulations concerning employee benefits.
- Explained the impact of life events such as marriage or divorce on benefits enrollment status.
- Reviewed employee enrollments to verify accuracy, inputting information into company database.
- Checked accuracy and completeness of benefits applications and documents.
- Mastered state and Federal benefit laws Including ERISA, FMLA, COBRA, HIPPA and 401k administration.
- Resolved employee issues related to benefits, serving as a liaison between employees and insurance providers.
- Ensured compliance with federal, state, and local regulations affecting benefits programs, including ACA and ERISA.
- Researched employee benefit and health and safety practices, recommending changes or modifications to existing policies.
- Took payments on policies using checking, savings, or debit card.
Customer Service Representative
IBEX Global
Pittsburgh, Pennsylvania
07.2020 - 01.2023
- Scheduled transportation to covered services through individuals health insurance.
- Located individuals transportation by reaching the ride scheduled dispatch.
- Answered customer inquiries and provided accurate information on locating transportation whether for pick up or drop off.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly customer service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
Education
High School Diploma -
Buckeye Local High School
Rayland, OH06-2010
Skills
- Collections processing
- Debt management
- Repayment negotiations
- Delinquent account management
- Payment posting
- Delinquency prevention
- Empathy
- Active listening
- Multi tasking
- Detail oriented
- Adaptable
- Quick learner
- Strong knowledge on:
Five 9
Genesys
TCN
Teams
Zoom
CRM
Data entry
Phone, email, and chat communication
Basic IT support
All Microsoft software
CSP/CAPS
Duo Mobile
Scheduling
Timeline
Collections Agent/Lead CSR
Capital Management Services L.P
12.2023 - Current
Medical and Pension Benefits Specialist
Willis Towers Watson
01.2022 - 11.2023
Customer Service Representative
IBEX Global
07.2020 - 01.2023
High School Diploma -
Buckeye Local High School