Deven Jones
New Castle,De
Summary
I am a friendly, loyal and goal-oriented individual who has an ambition to succeed in any given environment. I am able to succeed in-group settings whilst also working efficiently on my own. I am seeking a position which will maximize my creative and innovative skills.
Overview
17
17
years of professional experience
Work History
Customer Care Advocate
Highmark BlueCross BlueShield Delaware
07.2013 - 01.2025
- Liaison between the member and the health provider network, resolving inquiries, addressing concerns, and navigating them through the health insurance plan by providing information on benefits, claims, enrollment and other relevant details
- Answered inbound calls from members regarding their health insurance benefits, claims and billing issues, provider access, and plan details
- Investigated and resolved member concerns, including complaints and grievances, by working with internal teams to find solutions
- Educated members on plan benefits, coverage options, and navigating the healthcare system
- Identified and escalated complex issues to appropriate department for resolution
- Assisted with appointment scheduling, referrals, and authorization requests
Deed-in-Lieu Oversight Specialist – Loss Mitigation
Pioneer Recruiting/Bank of America
04.2012 - 04.2013
- Oversee the processing of an assigned portfolio of approximately 50 Deed-In-Lieu of Foreclosure applications, most of which have been approved by their investor and are in the closing phase
- Requires a high level of attention to detail and strong multi-tasking skills to ensure timely and precise execution of the Deed in Lieu process
- Review title reports, Property Preservation reports, Deed-in-Lieu (attorney-prepared) documentation, Mortgage Release documentation, original Deeds and Assignment of Mortgages, and Bank of America’s Approval Package(s) in preparation to release the borrower’s mortgage lien(s)
- Ensure procedural compliance and that our documentation is accurate; the documentation needs to reflect the investors’ approval terms and guidelines
- Meet and exceed production goals
Senior Account Manager
Barclaycard US
05.2009 - 08.2011
- Responsibilities include receiving inbound and outbound phone calls from customers and servicing their needs effectively and efficiently
- Speaking and writing proficiently about products and services
- Consistently met performance standards set by the department, and eligible for department incentives set forth by the company
Collections Representative
Phillips & Cohen Associates
06.2008 - 01.2009
- Contact debtors via telephone to recover funds for client
- Negotiated repayment plans
- Documented accounts thoroughly
Senior Customer Account Representative
American Honda Finance
09.2004 - 06.2008
- Responsibilities include contacting customers via phone and correspondence, assisting customers with inquiries, account status and providing solutions with options
- Performed routine tasks, which included creating departmental delinquency reports, reviewing and updating personal caseload and identifying high-risk accounts
- Collected on accounts 30+days to charge off
- Handled queue of 300+ cases monthly
Education
United States Marine Corps
03.1999
Political Science
University of Delaware
03.1994
Skills
- Achieving Communication Effectiveness
- Time Management
- Communicating better with your team
- Proficient in Word
- Proficient in Excel
- Proficient in Access
- Proficient in Outlook
- Proficient in Power Point
- Ethical Decision Making
- Communication Skills
- Customer Service Leadership
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Care Advocate
Highmark BlueCross BlueShield Delaware
07.2013 - 01.2025
Deed-in-Lieu Oversight Specialist – Loss Mitigation
Pioneer Recruiting/Bank of America
04.2012 - 04.2013
Senior Account Manager
Barclaycard US
05.2009 - 08.2011
Collections Representative
Phillips & Cohen Associates
06.2008 - 01.2009
Senior Customer Account Representative
American Honda Finance
09.2004 - 06.2008
Political Science
University of Delaware
United States Marine Corps
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