Carmen Phifer
Greensboro,NC
Summary
Dedicated professional with experience in eligibility casework, client advocacy, and social services, seeking the Resident Engagement & Services Coordinator position. Proven ability to interview clients, assess needs, and connect individuals with essential services for successful transitions from government assistance to self-sufficiency. Skilled in managing caseloads, resolving complex issues, and collaborating with community agencies. Expertise in conflict resolution, problem-solving, and communication, with a strong understanding of diverse family dynamics. Committed to using my case management and customer service experience to empower clients and support their journey toward independence.
Overview
20
20
years of professional experience
Work History
Eligibility Caseworker
Guilford County
03.2019 - Current
- Interview clients or collateral contacts to gather information, determine clients’ needs for services, assist clients retain necessary services, maintain on going caseload within state guidelines, and provide clients with other services with other agencies or partners
- Managed a diverse caseload effectively, prioritizing tasks based on urgency and level of complexity while maintaining attention to detail throughout all stages of the process.
Eligibility Analyst
Aetna
01.2017 - 02.2019
- Resolve issues as a single point of contact, educate and assist customers on benefit plan, claim status, and available services and eligibility, take ownership of each customer contact, handle escalations
- Maintained organized electronic filing systems for easy retrieval of client records, streamlining daily tasks.
- Improved client satisfaction with prompt and precise communication regarding eligibility status and benefits information.
Mortgage Operations
Bank of America
01.2005 - 01.2017
- Collaborated with cross-functional teams to develop strategies for improving overall efficiency in the mortgage department.
- Ensured compliance with federal and state regulations through meticulous record-keeping and data verification tasks.
- Contributed to successful audits by maintaining thorough documentation of all loss mitigation activities and decisions made throughout the process.
- Prevented unnecessary foreclosures by effectively communicating available options to borrowers and guiding them through the loss mitigation process.
Education
Bachelor of Arts - Social and Behavioral Science
North Carolina Central University
Durham, NC07-2025
Associate of Arts - Arts, Psychology
Guilford Technical Community College
Jamestown, NC12.2023
Skills
- Organization Skills
- Understanding Diverse Family Dynamics
- Time Management
- Conflict Resolution
- Problem Solving
- Written and Verbal Communication
- Cultural sensitivity
- Interviewing techniques
- Motivational interviewing
Timeline
Eligibility Caseworker
Guilford County
03.2019 - Current
Eligibility Analyst
Aetna
01.2017 - 02.2019
Mortgage Operations
Bank of America
01.2005 - 01.2017
Bachelor of Arts - Social and Behavioral Science
North Carolina Central University
Associate of Arts - Arts, Psychology
Guilford Technical Community College
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