Delphia Lozada

Conducted over-the-phone and in-person interviews with public

to obtain, clarified, and verified information about initial and

continuing eligibility for retirement, survivors, disability, health

insurance benefits, and eligibility supplemental security income

including State supplements.

Resolved discrepancies clarified issues and make final decisions for initial and post-entitlement for benefits and payment; adjudicated and authorized entitlement or disallowance actions

at all levels of difficulty and complexity under programs

administered by SSA.

Protected sensitive information by identifying, evaluating, and safeguarding personally identifiable information (PII) and Federal Tax Information (FTI) that can be used to distinguish or trace an individual's identity.

Obtained necessary documents to process claims, clarified by utilizing the translator's line to ensure that the claimants understand and agree with the rules and regulations governed by the agency, also provided necessary pamphlets and brochures for their use, and conferred with the office technical expert on difficult issues.

Conducted regular reviews of existing policies and procedures, identifying areas for improvement and contributing to the development of updated guidelines.

Provided exceptional customer service by addressing concerns promptly, efficiently resolving issues related to claims processing or benefit payments.

Expedited application processing times by maintaining up-to-date knowledge of policy changes and program requirements.

Reduced case backlog significantly through diligent review and timely resolution of pending claims.

Participated in ongoing professional development opportunities, staying informed on industry trends and changes in social insurance regulations.