Felicia Hackworth
Birmingham,AL
Summary
Dynamic Customer Service Specialist with a focus on regulatory compliance and problem resolution. Proven ability to train staff and enhance service processes, ensuring timely and effective customer support.
Overview
16
16
years of professional experience
Work History
Customer Service Specialist/Appeals Coordinator
Blue Cross and Blue Shield of Alabama
Birmingham, AL
06.2019 - Current
- Assisted members with inquiries regarding health insurance plans and benefits.
- Support in resolving member and provider complaints and issues effectively.
- Educated clients on policy details and claims processes clearly.
- Collaborated with internal teams to streamline service processes.
- Documented member interactions accurately in the customer management system.
- Trained new staff on customer service protocols and best practices.
- Provided assistance to customers in navigating website, placing orders, and resolving complaints.
- Created a detailed training guide to facilitate the integration of new appeal coordinators.
- Executed customer service and appeals coordination efficiently in remote and hybrid settings.
- Adhered to strict deadlines to facilitate timely resolution of customer service appeals.
- Ranked consistently in the top 5% of performers, demonstrating exceptional customer service skills.
Financial Crimes Specialist
Wells Fargo & Company
Birmingham, AL
03.2016 - 06.2025
- Investigated financial transactions for signs of fraudulent activity.
- Analyzed data from various sources to identify suspicious patterns.
- Reviewed and assessed compliance with regulatory standards and policies.
- Performed general accounting handling functions such as closing accounts and placing accounts on hold.
- Investigated customers' backgrounds through public records searches, credit checks.
- Assessed compliance with applicable laws, regulations, guidelines, industry standards.
Home Preservation Specialist
Wells Fargo & Company
Birmingham, AL
03.2013 - 07.2015
- Analyzed financial documents to assess borrower eligibility for loss mitigation options.
- Facilitated communication between borrowers and lenders to resolve loan issues.
- Reviewed loan files for completeness before submitting for approval processes.
- Educated borrowers on loss mitigation programs and their application processes.
- Maintained detailed records of borrower interactions and case progress updates.
- Verified income of borrower and gathered credit information.
- Helped clients and attorneys complete short sales.
- Conducted outreach campaigns by making outbound calls or sending letters and emails to delinquent borrowers offering solutions for avoiding foreclosure.
- Worked closely with internal departments such as Servicing, Underwriting and Legal teams to ensure compliance with applicable laws and regulations.
- Acted as an advocate for distressed homeowners by providing them resources available from local housing agencies or non-profit organizations.
Collections & Recovery Specialist
Regions Bank
Birmingham, AL
02.2010 - 03.2013
- Managed collections process for delinquent accounts and resolved payment discrepancies.
- Communicated with clients to negotiate payment plans and settlements effectively.
- Reviewed account histories to identify patterns and recommend recovery strategies.
- Utilized collection software to track accounts and maintain accurate records.
- Analyzed credit reports to assess risk and make informed collection decisions.
- Identified opportunities for process improvements within the department.
- Documented all account updates accurately within internal systems.
- Evaluated customer accounts on a regular basis in order to determine appropriate next steps for recovery of overdue invoices.
- Maintained detailed records of all collection activity including telephone conversations, emails, and payment plans.
- Recognized as a top performer and served as a peer mentor, fostering a collaborative work environment.
Education
Master of Science - Legal Studies
Vanderbilt University School of Law
Nashville, TN05-2027
Bachelor of Arts - Business Administration And Management
Talladega College
Talladega, AL12-2024
Skills
- Legal research
- Financial analysis
- Policy compliance
- Data interpretation
- Customer advocacy
- Problem resolution
- Effective communication
- Team collaboration
- Account management
- Complaint handling
- Regulatory compliance
- Customer service
- Customer relationship management
- Project management
- Call center experience
- De-escalation techniques
- Customer relationship management (CRM)
- Call centers
- Excellent written and oral communication
- Telephone etiquette
- Dispute resolution
- Time management
- Active listening
- Report creation
- Task prioritization
Accomplishments
- SQM Word Class Customer Service Recipient
Timeline
Customer Service Specialist/Appeals Coordinator
Blue Cross and Blue Shield of Alabama
06.2019 - Current
Financial Crimes Specialist
Wells Fargo & Company
03.2016 - 06.2025
Home Preservation Specialist
Wells Fargo & Company
03.2013 - 07.2015
Collections & Recovery Specialist
Regions Bank
02.2010 - 03.2013
Master of Science - Legal Studies
Vanderbilt University School of Law
Bachelor of Arts - Business Administration And Management
Talladega College
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