Summary
Overview
Work History
Skills
Timeline
Generic

ERIN C JOHNSON

Cleveland Heights,Ohio

Summary

Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

10
10
years of professional experience

Work History

Financial Claims Technician

Defense Finance And Accounting Services
07.2022 - Current
  • Assisted with training new employees, sharing knowledge and expertise to ensure smooth onboarding process.
  • Increased efficiency by automating routine tasks, enabling faster claim resolution times.
  • Maintained accurate records of all claims processed, ensuring compliance with company policies and industry regulations.
  • Prepared detailed administrative reports based on waiver documents received .
  • Reviewed all aspects of the request and prior Defense Office of Hearings and Appeals (DOHA) decisions.
  • Served as liaison between customers and other departments within the company to ensure seamless communication during the claim process.
  • Prepared detailed written notification to applicant for the waiver decision and appeal rights.
  • Responded to inquiries by answering questions, providing information and directing customers to appropriate resources.
  • Generated, posted and attached information to claim files.
  • Collected, reviewed and analyzed information while preparing a variety of legal and administrative documents.
  • Checked documentation for accuracy and validity on updated systems.
  • Responded to civilian pay debt inquiries in a timely manner.
  • Reviewed all claims to ensure necessary processing information is present or suspends/ rejects claims to the appropriate queue.
  • Examines a variety of routine and complex claims to adjudicate for civilian employees.
  • Complied and verified the accuracy of accounting data to prepare adjudication, statements, reports and letters.
  • Provided information and guidance on procedures, forms and documentation to support adjudication of civilian debt claims process.
  • Carried out administrative tasks by communicating with clients, distributing mail, and scanning documents.
  • Calculated adjustments, premiums and refunds.
  • Reviewed waiver applications and supporting documents from civilian employees.
  • Prepared correspondence to all parties (civilians, and other governmental agencies) including letters transmitting adverse decisions or requests for additional information.
  • Prepared and updated the status of the cases.
  • Enters payment information into a computerized claims payment processing system.
  • Researched, interpreted, analyzed and applied regulations, policies, procedures and legal decisions to work and resolve complex civilian pay debts.

Civilian Pay Technician

Defense Finance And Accounting Services
03.2021 - 07.2022
  • Enhanced payroll processing efficiency by implementing automated systems and streamlining procedures.
  • Resolved civilian debt inquiries by answering questions civilian employees may have regarding debt.
  • Ensuring the privacy and accuracy of payroll information for civilians.
  • Emailed all requested information to civilians regarding their debt and retirement accounts when requested.
  • Ensured accurate and timely payments for civilian employees by diligently reviewing timesheets and pay calculations.
  • Answered questions from civilians on a variety of personnel management and pay issues.
  • Reduced payroll discrepancies by conducting regular audits of employee records and addressing errors promptly.
  • Supported smooth onboarding of new hires with efficient processing of required documentation and payroll setup.
  • Explained appropriate pay, entitlement and benefit changes to employee record.
  • Answers and resolves civilian debt issues and civilian retirement pay issues by assisting the civilian member and reviewing the civilian members account, while using source documents to identify complex pay changes.
  • Facilitated open communication between employees and management regarding payroll inquiries and concerns, promoting positive workplace relations.
  • Managed sensitive personal information with discretion, maintaining confidentiality at all times during payroll operations.
  • Provided one-on-one mentoring to help individuals reach their full potential within the organization.
  • Streamlined processes for creating, updating, and distributing training materials.
  • Mentored and trained new hires, resulting in stronger staff development and increased productivity.

Military Pay Technician

Defense Finance And Accounting Services
04.2016 - 03.2021
  • Calculated difficult Survivor Benefit Plan cases by using Excel Spreadsheets and mailing retired pay members with letters and final calculations.
  • Enhanced the accuracy of pay calculations for service members through thorough auditing and data verification.
  • Provided exceptional customer service to military personnel, addressing pay-related inquiries and resolving issues promptly.
  • Researched Retired Military Pay Laws, regulations and other guidance to ensure processes and procedures are in compliance with implementing instruction and policies to determine pay and allowance eligibility.
  • Computed the full range of Survivor Benefit Plan by using complex formulas, pay tables and regulations,
  • Coordinated and resolved pay adjustments and off sets by applying legislation, regulation, policies and procedures in handling a wide range of retired military personnel.
  • Performed audits on Survivor Benefit Plan accounts per the member request to rectify any financial discrepancies they have acquired with the court, or former spouses. Updating retirees account bu changing their marital/ dependent status by adding / removing spouse and children.
  • Verified eligibility and computed pay and allowances.

Customer Care Center Contact Representative

Defense Finance And Accounting Services
12.2013 - 04.2016
  • Improved customer satisfaction by resolving issues efficiently and professionally.
  • Trained and mentored new personnel.
  • Built lasting relationships with clients through effective communication and attentive service.
  • Exceeded performance targets consistently by prioritizing tasks and managing time effectively.
  • Developed comprehensive knowledge of products and services, enabling accurate information provision to clients.
  • Responded and resolved escalated customer inquiries, request and concerns in a timely manner.
  • Managed a high volume of inbound calls daily, maintaining composure under pressure while providing top-notch service to clients.
  • Research guidelines to interpret and apply regulation policies and procedures to resolve a broad range of military payroll issues.
  • Resolved phone calls by updating members address, beneficiary information, state, tax information and resolving pay issues for Retired Military Members.
  • Developed training worksheets, and instructional materials for new hires to review and keep.
  • Resolved customer complaints efficiently, maintaining a high level of professionalism and empathy.
  • Retained dissatisfied customers by offering tailored solutions that addressed their specific needs or issues comprehensively.
  • Trained new personnel to read, interpret and to understand various military documents that are used tin order to perform the job duties effectively.

Skills

DFAS /Monetary Bonus, 2022

DFAS (2) Customer Service, 2019

DFAS/ Customer Service, 2018

DFAS Customer Service, 2017

DFAS Certificate of Appreciation, 2014

Financial Management Certificate

DFAS /Monetary Bonus, 2020

New Hire Customer Service Trainer

Farmers (2) Awards 2009/2010

Timeline

Financial Claims Technician

Defense Finance And Accounting Services
07.2022 - Current

Civilian Pay Technician

Defense Finance And Accounting Services
03.2021 - 07.2022

Military Pay Technician

Defense Finance And Accounting Services
04.2016 - 03.2021

Customer Care Center Contact Representative

Defense Finance And Accounting Services
12.2013 - 04.2016

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ERIN C JOHNSON