Bianca Adams
Cantonment
Overview
10
10
years of professional experience
Work History
Survivor Support Specialist II
Navy Federal
04.2024 - Current
- Acted as the primary point of contact for assigned cases with survivors and their representatives.
- Review, submit and approve insurance claims, initiate settlement payments and disbursement of claims.
- Process moderately complex - complex deceased member cases, applying sound knowledge and accuracy in calculating date of death balances for deposit accounts and lending products; identify and present the best solutions towards disbursal of account funds.
- Monitored case statuses and ensured timely receipt of court and related legal documents, including trust accounts.
- Prioritize workload to ensure effective and efficient management of cases.
- Compiled data and documents to support account research, addressing member concerns and inquiries effectively.
- Developed and implemented procedural documents and job aids to enhance internal processes and support business operations.
- Serve as business functions subject matter expert, including providing training and guidance for our new hires.
- Performs administrative duties in support in support of Survivor Support.
- Analyzed and tested new processes and systems.
Mortgage Default Specialist II (Member Outreach)
Navy Federal
09.2021 - 04.2024
- Reviewed and evaluated options for mortgage loan retention, term, or liquidation to mitigate losses for Navy Federal.
- Provide specialized servicing of mortgage loans, such as: Short Sale, Home Affordable Modification Program.
- Managed mortgage loan modification process to facilitate client support and retention.
- Collected all necessary information and documents for short sale and HAMP.
- Identified and reviewed Chapter 13 and Chapter 7 bankruptcy filings to assess potential for asset recovery.
- Oversaw mortgage loan modification process to assist borrowers in obtaining favorable loan terms.
Delinquent Control Counselor IV
Navy Federal
05.2018 - 09.2021
- Collecting past due Consumer Loan and Credit Card accounts for 61plus days delinquent.
- Explained and communicated relinquishing options, including settlements and bankruptcy, to assist members in understanding their choices.
- Obtain detailed financial information from delinquent members and offer solutions and alternatives to bankruptcy/ charge off.
- Managed daily tasks using a structured grid system to ensure productivity.
- Explain and communicate relinquishing options such as settlements and bankruptcy.
- Resolved issues regarding settlements, bankruptcy, or charge-off actions to facilitate member compliance and satisfaction.
- Reviewed member account data and documentation to maintain accuracy and compliance with government and Navy Federal guidelines.
Delinquent Control Counselor II
Navy Federal
08.2017 - 05.2018
- Collected payments on accounts 1-30 days delinquent, facilitating timely recovery of funds.
- Offer short/long term solutions including repayment plans, promises-to-pay, loan modifications, refinances, personal finance management, and deferral programs.
- Notated members’ arrangements, reasons for delinquency, and charge-off alternatives in collection systems to maintain accurate records and support future follow-up.
- Notate in Collection systems members’ arrangements, reasons for delinquency, and any offered charge-off alternatives.
- Ensured timely delivery of required notifications, including collection emails, letters, and applicable state/regulatory communications to members.
Account Services
Navy Federal
11.2016 - 08.2017
- Utilized effective time management techniques to prioritize tasks and meet deadlines.
- Processed membership applications for potential members, facilitating access to financial services.
- Assisted members with payments on consumer loans, credit cards, and mortgage accounts, ensuring timely account management.
- Communicated effectively with members about their accounts, addressing inquiries and providing support for account-related issues.
- Demonstrates patience to handle challenging and sensitive situations.
- Applied analytical skills to assess situations and make informed decisions.
- Uses correct resources to remain knowledgeable and up to date on current and revised information pertaining to Navy Federal products and regulations.
- Analysis and decision-making skills.
- Time Management.
- Independently worker and in a team.
Education
Scrum 101, Scrum Foundations, Scrum: Module 1, Scrum: The Basics, Project Management Reinvented for Non-Project Managers, Leader Actions: Empower, Leader Actions: Encourage, Leader Actions: Develop People -
Navy Federal University
Skills
- Data Collection and Preparation
- Research and Investigation
- Data Analysis
- Chargeback Processing and Management
- Dispute Resolution
- Performance Monitoring
- Strategic Planning Support for Business Units
- Meeting and Event Coordination
- Verbal and Written Communication
- Collaboration with Leadership
- Critical Thinking
- Problem-Solving
- Sound Judgment and Decision-Making
- Adaptability and Flexibility
- Empathy and Customer-Centered Approach
- Multitasking and Time Management
Awards
- SSP, 2022
- SSP, 2023
Timeline
Survivor Support Specialist II
Navy Federal
04.2024 - Current
Mortgage Default Specialist II (Member Outreach)
Navy Federal
09.2021 - 04.2024
Delinquent Control Counselor IV
Navy Federal
05.2018 - 09.2021
Delinquent Control Counselor II
Navy Federal
08.2017 - 05.2018
Account Services
Navy Federal
11.2016 - 08.2017
Scrum 101, Scrum Foundations, Scrum: Module 1, Scrum: The Basics, Project Management Reinvented for Non-Project Managers, Leader Actions: Empower, Leader Actions: Encourage, Leader Actions: Develop People -
Navy Federal University