Breanna Martin

• Delivered financial guidance to customers through phone, email, and live chat with patience and accuracy.
• Processed and documented customer inquiries in CRM and Saleforce systems with accuracy and attention to detail.
• Assisted new team members with training on systems, call handling, and compliance standards.
• Achieved 99.5% quality rating while assisting customers with retirement and pension decisions..

• Served as a customer advocate by explaining suspension outcomes and reinstatement requirements in clear, accessible terms.
• Reviewed court decisions, insurance documentation, and reinstatement requests to determine eligibility for license reinstatement.
• Evaluated driver license suspensions using multiple state computer systems to ensure compliance with Ohio laws and regulations.
• Conducted detailed audits of court entries, traffic citations, and insurance documents to ensure compliance.

• Coordinates with Underwriting to provide detailed property risk assessments and reporting.
• Granted or denied coverage based on loss details, policy language, and regulatory standards.
• Consistently exceeded daily and monthly claims processing goals with accuracy and compliance.
• Managed homeowner property claims from First Notice of Loss (FNOL) through settlement.

• Processed patient insurance claims and verified eligibility for services.
• Coordinated with healthcare providers to gather necessary billing information.
• Educated patients on financial responsibilities and payment options available.
• Addressed billing inquiries, resolved discrepancies, and provided guidance to patients on payment plans or financial assistance programs.

• Assisted clients in understanding mortgage options and loan products available.
• Processed loan documents and maintained accurate records throughout the application process.
• Provided exceptional customer service by addressing client inquiries and concerns promptly.

Deposit Fraud Review

• Investigated suspicious account activity, analyzing transaction patterns and documentation to detect fraud.
• Recommended actions such as account holds, reversals, or further investigation to prevent financial losses.
• Documented investigation findings and maintained accurate records for audit and compliance purposes.

Telephone Banker

• Assisted customers with opening new accounts, closing accounts, and account maintenance tasks.
• Identified opportunities to cross-sell or upsell banking products that met customers’ financial needs.
• Consistently met or exceeded sales and service performance targets.