Caroline Cole
Dayton,OH
Summary
Dedicated Remit and Operational professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
17
17
years of professional experience
Work History
Customer Service Consultant
Farmers Insurance Company
Dayton, OH
04.2021 - Current
- Manage and complete personal and bank ledger items
- Apply several payments per week based on system generated error and refund reports.
- Process payments via telephone and also answer via telephone remittance inquires and transactions
- Train and mentor new team members on Remittance processes
- Utilize talents and expertise to complete on-time and accurate monthly work condition processes
- Collect data to complete detailed reports regarding production for management.
- Process and maintain Collections related requests and data on reports pertaining to Collections
- Process and determine reimbursements on bank and towing fees
- Process and approve outgoing and misdirected payments to customers and other departments
- Update and/or confirm any work instruction items or processes
- Report or suggest any new process improvements
- Monitor and maintain emails for any management requests for elevated items in a timely manner
- Manage emails and inquiries from internal vendors needing research on billing and payment items.
- Maintain, support and reconcile billing and processes for accounts that cannot be mechanized on the system.
- Maintain company bank account accuracy by reviewing and processing bank credit card transactions and disputes.
Remittance Processor
Metlife Auto & Home
Dayton, OH
10.2014 - 04.2021
- Managed and responded to correspondence emails and inquiries from internal vendors needing Research on billing and payment items.
- Maintained, supported and reconciled billing and processes for accounts that cannot be mechanized on the system.
- Maintained company bank account accuracy by reviewing and reconciling bank and credit card transactions and disputes.
- Managed personal and bank ledger items
- Applied several payments per week based on system generated error and refund reports.
- Processed payments via telephone and also answer via telephone remittance inquires and transactions
- Trained and mentored new team members on Remittance processes
- Utilized talents and expertise to complete on-time and accurate monthly work condition processes
- Collected data to complete detailed reports regarding production for management.
- Processed and maintained Collections related requests and data on reports pertaining to Collections
- Processed and determined reimbursements on bank and towing fees
- Processed and approved outgoing and misdirected payments to customers and other departments
- Processed manual billing transactions on the system
- Ran physical checks through the banking processing system
- Rerouted misdirected checks
Resource Specialist
Metlife Auto & Home
Dayton, OH
03.2008 - 10.2014
- Took Supervisor customer complaints calls from Overseas associates
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Complied with company policies and procedures by encouraging positive and effective work environment among all employees.
- Answered average of 20 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
- Surpassed performance goals by approaching interactions with resourcefulness, organization and customer-centric solutions.
Customer Service Representative
Metlife Auto & Home
Dayton, OH
05.2005 - 03.2008
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Followed through with client requests to resolve problems.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Completed special projects by using effective decision making, critical thinking and time management skills.
Education
High School Diploma -
Fairborn High School
Fairborn, OH05.1996
Skills
- Data Analysis
- Precision and Accuracy
- Proactive and Self-Motivated
- Ledger Management
- Microsoft Office
- Mathematical Analysis
- Financial Recordkeeping
- Creative Problem Solving
Accomplishments
- Successfully developed Microsoft Excel sheet for daily ledger balancing
- Successfully developed Microsoft Excel sheet for credit card reversal tracking
- Resolved increased research and transactional billing items by analyzing trends and reporting customer service issues
- Accomplished an average yearly 90% processing production time rate
- Helped company with $49k from a refunding production issue
Timeline
Customer Service Consultant
Farmers Insurance Company
04.2021 - Current
Remittance Processor
Metlife Auto & Home
10.2014 - 04.2021
Resource Specialist
Metlife Auto & Home
03.2008 - 10.2014
Customer Service Representative
Metlife Auto & Home
05.2005 - 03.2008
High School Diploma -
Fairborn High School
Similar Profiles
Kailana LeeKailana Lee
LITIGATION LEGAL ASSISTANT DEFENSE PERSONAL INJURY at Farmers Insurance CompanyLITIGATION LEGAL ASSISTANT DEFENSE PERSONAL INJURY at Farmers Insurance Company
Eric PerezEric Perez
Catastrophe Claims Adjuster at Farmers Insurance CompanyCatastrophe Claims Adjuster at Farmers Insurance Company
Sarah ElmoreSarah Elmore
Bodily Injury Claims Adjuster at Farmers Insurance CompanyBodily Injury Claims Adjuster at Farmers Insurance Company
Roy ClaybrookRoy Claybrook
Special Claims Adjuster Catastrophe Team at Farmers Insurance CompanySpecial Claims Adjuster Catastrophe Team at Farmers Insurance Company
Tony ScottTony Scott
Package Handler at FedExPackage Handler at FedEx