Felecia Love
Atlanta,USA
Summary
Skilled Agent experienced in identifying the needs of the client and working to find a solution promptly and professionally. Accomplished Agent with proven track record of exceeding aggressive sales objectives. Known for strong interpersonal skills and to develop loyal customer relationships.
Overview
16
16
years of professional experience
Work History
Medicare Benefits Flex Agent
United Health Care
03.2023 - Current
- Inbound Call Agent with strong knowledge of plans and benefits offered by UHC, Medicare and Medicaid enrollment
- Responding to member eligibility or group questions & verify enrollment status
- Proficiency with windows PC applications ability to navigate multiple programs
- Medical terminology
- Knowledge of ICD-10 and CPT codes.
- Handle resolution/inquiries Members and Providers.
- Handled and promptly resolved customer complaints to maintain professional relationships.
Medicare Specialist
Results-CX
08.2022 - 03.2023
- Inbound call licensed Insurance Agent
- Extensive CMS knowledge of Medicare rules and regulations ensuring compliance with CMS guidelines
- Applying CMS underwriting guidelines during application, and policy issuance
- Broad knowledge base of all aspects of health care, products, and sales
- Customer service oriented, decision making/problem solving skills
- Developed strong working relationships with insurance carriers, facilitating prompt resolution of disputed claims.
MORTGAGE SPECIALIST EIDL/ Loan Specialist
HIGHLIGHT TECHNOLOGY
05.2020 - 02.2022
- Receive files from SBA RAPID system, verify application information against loan criteria guidelines and standards, Public Trust Clearance.
- Identify key credit risk, while making sound credit risk recommendations
- Verify business using Lexis Nexis advance technology and analytics to predict and access risk
- Obtaining business credit reports and D&B reports, reviewing business credit score
- Review business income statements, balance sheets P & L and business bank statements to determine cash flow to accurately approve or recommend denial of loans.
- Managed a diverse pipeline of mortgage applications, prioritizing tasks effectively to meet deadlines consistently.
- Achieved high customer retention rate through exceptional relationship management and personalized service.
- Provided comprehensive financial guidance to clients, recommending suitable mortgage products based on their needs and goals.
Mortgage Loan Specialist
WELLS FARGO HOME MORTGAGE
01.2020 - 09.2020
- Assesses, calculates, and determines the line of credit of new business applications based on acceptable risk metric for small to mid-size businesses
- Applies underwriting guidelines when preparing credit offers to new businesses
- Actively worked within the team collaborating and supporting other team members consultative creating solution and make recommendations that lead to increasing productivity and profitability for the company.
- Oversaw a portfolio of loans, ensuring timely payments and minimizing delinquencies.
Front End Underwriter
NACA
05.2018 - 01.2020
- Reviewed complex tax returns and bank statements for large cash deposit, large withdrawals wire transfers etc.
- Determined credit worthiness an overall lending risk of the applicant by preforming detail review of asset, income, and current credit utilization.
- Analyzed credit, income, compliance, title documents, and appraisals during underwriting process.
- Documented underwriting decisions and provided evidence of compliance with applicable regulations.
- Provided excellent customer service by addressing inquiries promptly and offering comprehensive explanations of underwriting decisions.
- Made approval and denial recommendations by determining accurate risk levels.
Mortgage Loan Officer
CROSS COUNTRY MORTGAGE
05.2018 - 08.2018
- Structured loan scenarios including terms, rates, and fees
- Maintained high level of customer satisfaction by providing prompt and accurate loan status updates.
- Assisted clients in selecting correct loan product and terms to meet needs and financial goals.
- Collaborated with underwriting and processing teams to resolve issues and expedite loan approvals.
Business Account Manager
VERIZON
04.2016 - 03.2018
- Established and managed executive relationships within assigned accounts including government accounts requiring security clearance
- Led contract negotiations for renewals and participated in contract negotiations for new products and services, all with a focus on profitable sales.
Sr. Insurance Claims Customer Service Representative/ Team Leader
ASSURANT SPECIALTY PROPERTY
06.2008 - 03.2016
- Managed a high-volume workload & lead Team of 10 CSR within a deadline-driven environment
- Resolved an average of 30-50 inquires per day and consistently met and often exceed KPI
- (Key Performance Indicators)
- Expertise in handling escalated calls and customer / insurance claims
- Developed and directed the performance of compliance audits based on client, regulatory and internal requirements
- Includes the development of audit procedures, controls and assessment of risks, Analysis of records, reports, regulations, and operating practices and Procedures.
Skills
- Underwriting experience
- Effective negotiation skills
- Critical thinking, problem-solving, and decision-making
- Extensive Risk Assessment Skills
- Compliance (CMS)
- Customer Service
- Mortgage Lending
- Research
- Documentation
- Relationship Management
- Problem-Solving
Educationcredentials
Bachelor of Arts, Sociology, 2007, SAINT LEO UNIVERSITY
Timeline
Medicare Benefits Flex Agent
United Health Care
03.2023 - Current
Medicare Specialist
Results-CX
08.2022 - 03.2023
MORTGAGE SPECIALIST EIDL/ Loan Specialist
HIGHLIGHT TECHNOLOGY
05.2020 - 02.2022
Mortgage Loan Specialist
WELLS FARGO HOME MORTGAGE
01.2020 - 09.2020
Front End Underwriter
NACA
05.2018 - 01.2020
Mortgage Loan Officer
CROSS COUNTRY MORTGAGE
05.2018 - 08.2018
Business Account Manager
VERIZON
04.2016 - 03.2018
Sr. Insurance Claims Customer Service Representative/ Team Leader
ASSURANT SPECIALTY PROPERTY
06.2008 - 03.2016
Certification
- Public trust clearance
- CPC - A Certified Medical Coder
- Licensed Medicare/Medicaid Health Insurance Agent
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