Felicia Ann McCastle
Columbus,GA
Summary
Motivated professional with over 20 years of industry experience including customer service, mortgage underwriting, credit analysis, loan processing and account receivable. Professional experience also includes Call Center Customer Service, Senior Auto Sales, Loan Officer and Document Specialist. I add valuable contribution with a stellar work ethic and professionalism to any employer, seeking a permanent full-time position that provides growth opportunities and skill enhancement.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
Cigna
Remote , GA
09.2022 - Current
- Address customer inquiries, conduct administrative tasks, resolve policy issues through utilization of guidelines and procedures outlined in KnowledgeXchange for CSB (Cigna Supplemental Benefit) customers.
- Assist with claim status inquiries, conduct outbound calls to providers for account reconciliations, submit CS referrals for claim corrections, explain benefits in accordance to Medicare guidelines and enrolled plan benefits.
- Recipient of Monthly Quality Champion recognition for consistent quality audit scores, Annual Quality Score for 2023 was 98.
- Chosen participant by management for internal projects: Facilitator of Annual Enrollment Period (AEP) Refresher training, Interim Subject Matter Expert for 08/14/23 OJT New Hire Class and 09/25/23 OJT New Hire Class.
- Created and Facilitated a Weekly Team Huddle for each supervisor team to address trending issues for paid to date cancellation process.
- Peer Mentor for newly hired team members to assist with questions and review process and procedure articles to help with the enhancement of call flow and quality audit scores.
Customer Service Representative
Adecco-Fifth Third Bank
Remote, GA
12.2020 - 07.2022
- Remote Contract position-long term assignment ended 7/29/22
- Reviewed files submitted for FHA, VA, Conventional and Jumbo loans
- Inspected financial statements, credit information and title data to complete underwriting process.
- Evaluated the Loan Estimate for accuracy, calculate and update income, review assets, confirm liabilities against credit report, and clear conditions per delegated authority
- Updated escrows, run AUS, prepared files for conditional and final approvals
- Maintained established benchmarks and SLAs, while ensuring compliance and quality standards are met
- Evaluated loans against portfolio and investor guidelines.
- Reviewed loan agreements to verify completeness and accuracy according to applicable policies.
Customer Service Representative
E-Comm Publications LLC
, Georgia
06.2018 - 12.2020
- Remote work from home as an independent contractor
- Educated consumers on financial credibility and essential aspect of the credit process: score, balance to limit ratio, balanced credit profiles, collection removal
- Assisted in the preparation of disputer and settlement letters for clients to the credit bureaus
- Provided virtual consultations to provide guidance on improving FICO scores and overall credit profile.
- Identified valuable solutions for customers with credit problems.
Credit and Collection Analyst
Mud Pie
Stone Mountain, GA
03.2015 - 06.2018
- Reviewed industry credit sharing reports for businesses seeking to establish terms with Mud Pie
- Determined commercial lines of credit based on payment history, length of time in business, late pays, flash alerts of collections and order trends
- Re-evaluated existing customers for credit line increases
- Evaluated open accounts to look for past-due balances and pursue collection strategies.
- Performed various accounts receivable functions, handled cash receipts posting, updated cash flow reports and submitted requests to management for write-offs.
- Reconciled customer accounts to identify delinquencies or disputes, documenting root causes.
- Negotiated payment plans with customers, achieving sales and cash flow objectives.
- Demonstrated self-reliance by meeting and exceeding workflow needs and goals
Underwriter I
Accenture
Charlotte , NC
05.2012 - 01.2015
- Promoted to Underwriter I from Loan Processor III
- Delegated approval authority of $417,000 for owner-occupied and investment properties
- Reviewed and analyzed borrowers’ 1003, credit reports, flood certifications, title commitments, wage earner documentations and assets along with self-employment income documentation
- Ran AUS for approval eligibility and draft conditions based on findings and investor guidelines
- Analyzed loan-to-value ratios, debt to income ratios and credit scores to make underwriting decisions
- Inspected appraisals for accurate property valuation
- Partner with the loan processing team to ensure conditions were submitted in a timely manner for final review
- Approved residential mortgage loan applications in accordance with FNMA and FHLMC guidelines ensuring compliance with company and investor standards
Education
Bachelor of Arts - Communication Studies
University of North Carolina
12.1997
E.E. Smith High School
05.1991
Skills
- Certified Notary Public
- Customer Service
- Remote-Work from Home Experience
- Customer Retention Strategies
- Responding to Difficult Customers
- De-escalation Techniques
- Multitasking and Prioritization
- Call Documentation
- Efficient and Detail-Oriented
- Issue and Complaint Resolution
- Courteous with Strong Service Mindset
- Superb Critical Thinking skills
- Credit Analysis
- Risk Management
- Microsoft Office Expertise
- De-escalation Techniques
Timeline
Customer Service Representative
Cigna
09.2022 - Current
Customer Service Representative
Adecco-Fifth Third Bank
12.2020 - 07.2022
Customer Service Representative
E-Comm Publications LLC
06.2018 - 12.2020
Credit and Collection Analyst
Mud Pie
03.2015 - 06.2018
Underwriter I
Accenture
05.2012 - 01.2015
Bachelor of Arts - Communication Studies
University of North Carolina
E.E. Smith High School
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