Desiree Fallin

Assisted dealerships with funding customer auto contracts. Verified the accuracy of contracts and completed funding if no errors were found. Contacted dealerships or customers about any discrepancies found, and advised what corrections were needed to complete the contract for funding. Verified all corrections had been made accurately and completed funding of contracts.

Assisted customers with the reinstatement or redemption of repossessed vehicles. Verified with customers the reasons for delinquency and plans to make sure that if the vehicle was returned, the account would remain in good standing. I was advised of the documents needed and the funds required to get the vehicle back if approved for reinstatement. If reinstatement is not approved, explain to the customer the reasons why and what the next steps are if they still want to get the vehicle back.

Assisted providers with inquiries regarding claims, eligibility, and benefits, and created authorizations when required or requested by providers. Also assisted team members with any inquiries about claims, benefits, and eligibility, and any research and provider questions as needed by team members and supervisors.

Assisted in all aspects of the call center for escalation support, took escalation calls, reviewed escalated claims and referrals as needed, and assisted representatives during current calls. Assisted supervisors as needed, including coaching, schedule changes, and any system issues that may occur.

Worked as a military service representative to assist our active-duty and retired military members with their healthcare needs, and assisted providers as needed. Work included verifying claims, checking authorizations and referrals, and providing website assistance. Additional work included helping beneficiaries change their primary care doctors, transfer coverage, and assist with payments and eligibility for retirees. Additional assistance for providers included credentialing, and contract concerns.

Worked in a fast-paced collection environment for a large third-party collection agency. Collected on various forms of past-due debt, including credit cards, utilities, and mortgages. Negotiation skills are needed to find the best settlement solution for the customer. Work required the use of multiple platforms and multitasking within those platforms.

Advised established customers who were past due on their loan accounts with a 44-day and above delinquency range. Helped customers bring their accounts current through negotiation, using programs available through Drivetime.

Minimized portfolio risk and credit losses through all options available through Ford Credit to avoid securing a customer's vehicle. This included customer and dealership contacts to work out all available solutions to help customers get their loans current, and it helped dealerships avoid losses if the vehicle was secured. Also participated in the Ford Credit management program, which included training in all departments, acting as team lead when needed, and assisting supervisors and representatives as needed.