Erika O’Brien
Livonia,MI
Summary
Skilled at preparing and submitting regulatory documentation, including reviewing materials, technical data and accuracy of filings. Articulate and personable with exceptional data analysis, report writing and recordkeeping abilities.
Overview
16
16
years of professional experience
Work History
Customer Service Specialist
Cabinetworks Group
01.2023 - Current
- Updated policies and procedures, leading continuous improvement of resident assessments and care.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer questions via telephone, email and live chat services.
- Responded to all client inquiries and asked appropriate questions to facilitate resolution.
- Managed over 80 calls per day promptly to avoid on-hold wait times.
Due Diligence- Claims Analyst
Sprout Mortgage
09.2020 - 04.2022
- Used transactional and customer records, external data and publicly available information to identify suspicious or unusual activity.
- Performed risk-based analysis and remediation for business and consumer accounts per banking guidelines.
- Identified and researched patterns, trends and anomalies in transactional and customer data to detect and prevent suspicious activity related to money laundering and terrorist financing.
- Collaborated with claims department and industry anti-fraud organizations to resolve claims.
- Conducted thorough property investigations to identify and classify damages for customer claims.
- Examined claims forms and other records to determine insurance coverage.
Analyst
Situs AMC
07.2016 - 07.2021
- Review pre-purchase legal & compliance documentation
- Validated results and performed quality assurance to assess accuracy of data.
- Recommended process improvements to continually identify, analyze and fix constraints and challenges.
- Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
- Researched and recommended process improvements designed to mitigate operational and financial risk.
- Performed revenue recognition audits of subsidiaries to achieve compliance.
Underwriter
Mortgage Center, LLC
03.2013 - 01.2016
- Made approval and denial recommendations by determining accurate risk levels.
- Documented underwriting decisions and provided evidence of compliance with applicable regulations.
- Analyzed credit, income, compliance, title documents, and appraisals during underwriting process.
- Evaluated loan applications for affordability and conformance with underwriting guidelines.
- Identified portfolio risks resulting from client's underlying business practices, underwriting investigations or fraud exposure.
- Calculated group and individual renewal rates based on customers background, industry and demographic information.
Insurance Specialist
AAA Life Insurance
06.2007 - 01.2012
- Complied with HIPAA guidelines and regulations for confidential patient data.
- Managed high-volume insurance verifications within pressured timeframes for productive medical operations.
- Made contact with insurance carriers to discuss policies and individual patient benefits.
- Reviewed new files to determine current status of injury claim and to develop plan of action.
- Maintained strong knowledge of basic medical terminology to better understand services and procedures.
- Worked with claims adjusters and examiners to expedite processing in alignment with procedures.
Education
High School Diploma -
St. Martin DePorres
Detroit, MI1998
Skills
- Data Analysis
- Project Management
- Organizational Development
- MS OFFICE
- EPIC
- Salesforce
- Encompass
- Dealer Management (DMS)
- Financial Due Diligence
- Risk Evaluation
- Consumer Inquiry Management
- Quality Tracking
- Claims Processing
- Scheduling
- Healthcare operations
Timeline
Customer Service Specialist
Cabinetworks Group
01.2023 - Current
Due Diligence- Claims Analyst
Sprout Mortgage
09.2020 - 04.2022
Analyst
Situs AMC
07.2016 - 07.2021
Underwriter
Mortgage Center, LLC
03.2013 - 01.2016
Insurance Specialist
AAA Life Insurance
06.2007 - 01.2012
High School Diploma -
St. Martin DePorres
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