Duane Butler
Beech Island,SC
Summary
Accomplished professional with extensive experience in claims adjustment, customer relations management, and consulting. Expertise includes managing complex claims processes, resolving high-level disputes, and delivering exceptional customer interactions. Proven track record of transforming customer challenges into positive outcomes while navigating complex negotiations and optimizing operational efficiencies. Highly adept at enhancing customer satisfaction through proactive service and effective problem resolution, with a strong ability to analyze and implement strategies that boost customer loyalty, reduce costs, and ensure compliance with industry standards.
Overview
17
17
years of professional experience
Work History
Escalated Customer Service Rep II (Remote)
Central Research Inc.
12.2024 - Current
- Provide representatives with inquiries in order to ensure provision of efficient and accurate information to borrowers by verifying proper resources for borrower inquiries regarding the repayment of their student loans as well as borrowers that are excessively past due with immediate help to prevent default via NService requests.
- Resolve disputes with subordinate level representatives and borrowers requesting highest level of escalation regarding issues pertaining to management of borrower student loan accounts in the realm of payment reallocations, credit disputes, payment disputes, third party privacy laws, requests for origination paperwork such as Master Promissory notes, explanation of loan terms in relation to amortization, Income Driven Repayment options, term-based repayment plan options, verifying status of certain
- Assist representatives with E-Form requests to complete backoffice functions such as borrower requests for documents, enrollment status in relation to in-school deferments, payment reallocations, forms sent by borrower that need to be sent back to borrower, issues pertaining to specific loan groups
- Protect customer data, the highest levels of privacy and security are required while reviewing loan status, borrower history, updates to requests to discharge, forbearance as well as verifying borrower loan and enrollment status, discharge and IDR applications in the National Student Loan Data System (NSLDS)
Total Loss Claims Specialist
State Farm
06.2023 - 04.2024
- Evaluated and confirmed total loss for vehicles in auto accident claims involving insured parties and claimants based on damage assessments and repair estimates.
- Communicated total loss status to claimants and insured parties, ensuring vehicle information accuracy for precise actual cash value settlements.
- Facilitated ownership transfers or retention processes, coordinated with repair shops for vehicle releases, and prepared necessary settlement documentation.
- Resolved actual cash value disputes by incorporating owner-provided data, assessing market comparisons, and collaborating with valuation companies to adjust vehicle valuations as needed.
Customer Consultant
Progressive Insurance
04.2023 - 06.2023
- Respond to incoming calls, address insured inquiries, manage additions or removals of vehicles and individuals on policies.
- Assist customers with policy renewals, and navigate changes in policy rates including increases and decreases.
- Processed insurance payments and offered support on payment options, including setting up auto payments.
- Assist with Texas claims and claims in states that do not require an adjuster license
Closing Coordinator
Mortgage Connect
04.2020 - 10.2022
- Manage pre-audits of closing package documentation while sending reviewed and completed packages to notary for borrower signing and closing of refinances of residential mortgage agreements before closing date and time
- Any errors on closing package being managed on project kicked back to various groups with correction instructions while providing occasional assistance provided to reps regarding borrower and notary questions pertaining to closing documentation, closing times and dates
Escrow management representative
Nationstar Mortgage LLC
12.2018 - 04.2020
- Project Managing customer accounts regarding changes to escrow for taxes and/or insurance
- Escrow certification allows the ability to manage customers' escrow analysis, shortages, surpluses, payment disbursements, etc.
- Manage possible payment plans for unaffordable escrow monthly payments set up by reps
- Manage review of customer possibility to perform loan modification
Postal Support Employee
United States Postal Service
11.2015 - 10.2018
- Frontline service provider for more than 200 daily customers. Harvest customer relations experience to guide a variety of customers with top of line post office experiences.
- Receive and distributed information and full-range post office services
- Actively managed and maintained sufficient inventory numerous retail products
- Organized 100,000+ parcels. Identified errors on forwarded and wrongfully delivered parcels.
- Dispatched, led accountability for and delivered inbound and outbound parcels from on and off delivery dock
Escalation management
Sprint
05.2009 - 11.2015
- Managed delinquent customers and those targeted for retention
- Collected more than one-million dollars from dormant accounts
- Resolved disputes with subordinate level representatives and customers
- Negotiated with more than 50,000 clients and brought out of delinquent status
- Oversight Customer Feedback Project
- Follow up with customers who have made multiple calls in 72 hours to ensure all issues resolved, if not resolved, review cases and provide resolution pertaining to billing, payment, technical assistance, store management contacts per dispute, care functions such as phone swaps, changing bill cycle dates, explaining proration on bills, etc.
- Offline project management
- Manage review of necessary action taken by reps on accounts with dishonored payments, unusually high returned payment activity, no notification collection path, issues with deposits unpaid, and high debt age on past due accounts.
- Total Equipment Protection Insurance Claims Specialist
- First contact for insurance claims
- Verify lost, stolen, damaged device
- Advise customer of deductible and process payment of deductible
- Send information to Total Equipment Protection for processing of replacement device
Education
Associate's degree - Culinary Arts
Colorado Mesa University
Grand Junction, CO01-2003
Skills
- English
- Account Management
- Negotiation
- Editing
- Customer Relations Management
- Insurance Adjusting
- Critical thinking
- Data entry
- Active listening
- Customer service
- Conflict resolution
- Computer proficiency
Work Preference
Job Search Status
Networking onlyWork Type
Full TimeContract WorkLocation Preference
RemoteHybridSalary Range
$45000/yr - $200000/yrTimeline
Escalated Customer Service Rep II (Remote)
Central Research Inc.
12.2024 - Current
Total Loss Claims Specialist
State Farm
06.2023 - 04.2024
Customer Consultant
Progressive Insurance
04.2023 - 06.2023
Closing Coordinator
Mortgage Connect
04.2020 - 10.2022
Escrow management representative
Nationstar Mortgage LLC
12.2018 - 04.2020
Postal Support Employee
United States Postal Service
11.2015 - 10.2018
Escalation management
Sprint
05.2009 - 11.2015
Associate's degree - Culinary Arts
Colorado Mesa University