Frances Mancha
San Antonio,Texas
Summary
Personable and dedicated with extensive experience in various roles including escalations. Solid team player with upbeat, positive attitude and proven skills in establishing rapport with clients and team members. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
24
24
years of professional experience
Work History
Licensed Insurance Agent
USAA - P&C Auto Insurance
08.2022 - 07.2024
- Calculated quotes and educated potential clients on insurance options.
- Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
- Leveraged knowledge of company insurance products and services to advise customers on appropriate choices.
- Improved client satisfaction by providing tailored insurance solutions and exceptional customer service.
Credentialing Coordinator
Superior Healthplan- Centene (Contractor)
San Antonio, TX
04.2021 - 05.2022
- Maintain and report on Health Plan(s) compliance with contract submission rules and exception requests and communicate to Manager on monthly basis..
- Produce reports, as requested Update contract organization’s databases, as necessary.
- Conducted primary source verifications such as background checks and board certifications.
- Obtained NPI numbers for providers and facilities and updated existing profiles.
- Kept informed regarding pending industry changes, trends or best practices.
Research Remediation
Wells Fargo
San Antonio, TX
09.2019 - 11.2020
- Improved customer satisfaction by finding creative solutions to problems.
- Evaluated trends in customer service issues to analyze complaints and identify opportunities for improvement.
- Reviewed, verified and identified customer transactions to detect and prevent financial crimes activities including debit card transactions, ATM transactions, ACH transactions and check fraud.
- Researched complex technical issues and provided resolutions.
- Resolved customer service issues by finding immediate solutions, increasing customer confidence and decreasing escalations to executive office.
Financial Crimes Specialist
Wells Fargo
San Antonio, TX
08.2018 - 09.2019
- Reviewed, verified and identified customer transactions to detect and prevent financial crimes activities.
- Processed ACH disputes and ACH returns Opened investigations into issues brought up by individuals regarding ACH.
- Check fraud and debit card transactions.
- Keep informed of regulatory changes and updates by reading bulletins, circulars, and other pronouncements from CFPB, OCC, Federal Reserve, FDIC, and State Regulatory agencies.
- Conducted preliminary investigations to confirm violations that occurred and obtained relevant documents and testimony from involved parties.
Provider Services II
Superior Healthplan
San Antonio, TX
08.2017 - 07.2018
- Tracked differences between plans to correctly determine eligibility and assess claims against benefits and data entry requirements.
- Reviewed claims for accuracy before submitting for billing.
- Investigated billing discrepancies and implemented effective solutions to resolve concerns and prevent future problems.
- Verified claims for payment adhered to proper claims handling procedures.
Mortgage Compliance Specialist
SWBC
San Antonio, TX
04.2013 - 12.2013
- Checked adherence to all federal and state regulatory requirements by performing quality control reviews of mortgage loan applications.
- Kept up-to-date with loan product knowledge, internal policies, procedures and regulations.
- Collaborated with Mortgage Compliance VP to create analysis techniques, improving overall processes.
- Maintained current knowledge of loan products and applicable requirements, processes, procedures, internal policies and regulations.
- Identified deficiencies, discrepancies, misinformation and compliance issues with loan documentation in order to determine ineligibility or acceptance status and return non-compliant packages to teams for resolution.
Quality Assurance Mortgage
Accenture
San Antonio, TX
05.2012 - 03.2013
- Collaborated with management to discuss e effective plans for resolving major quality problems.
- Monitored QA procedures for adherence by employees, notifying personnel of non-compliance issues.
Governance & Compliance/Personal Banker/Customer Service
Citibank
San Antonio, TX
07.2000 - 04.2012
- Performed independent assessments to identify training needs and improvement opportunities for program effectiveness.
- Identified and evaluated quality standards and process improvements to ensure they are aligned with internal practices and regulatory requirements.
- Briefed senior management on results, trends, studies, and initiatives, and recommends courses of action.
- Promoted company in maintaining work environment focused on quality, communication, collaboration, integration and teamwork.
- Examined and verified information in loan application.
- Conveyed acceptance or rejection to customers by mail, telephone or in person.
- Checked applicant credit, personal references and employment histories.
- Helped customers open and close accounts, apply for loans and make sound financial decisions.
- Created strategic financial solutions to suit individualized client needs.
- Partnered with loan and mortgage.
- Cers and financial advisors to provide clients with optimal financial solutions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Escalated customer concerns, store issues and inventory requirements to supervisors.
Education
Associate of Arts - Liberal Arts
Palo Alto College
San AntonioSkills
- Strong Interpersonal and Communication Skills
- Work Complaint Handling
- Procedure Compliance
- Organized and Detail-Oriented
- Creative Problem Solving
- Calm and Professional Under Pressure
- Issue identification and resolution
Certification
- Licensed P&C Sales Agent - 9/2022-Present
- Texas Certified Notary Public-03/2022-Present
Timeline
Licensed Insurance Agent
USAA - P&C Auto Insurance
08.2022 - 07.2024
Credentialing Coordinator
Superior Healthplan- Centene (Contractor)
04.2021 - 05.2022
Research Remediation
Wells Fargo
09.2019 - 11.2020
Financial Crimes Specialist
Wells Fargo
08.2018 - 09.2019
Provider Services II
Superior Healthplan
08.2017 - 07.2018
Mortgage Compliance Specialist
SWBC
04.2013 - 12.2013
Quality Assurance Mortgage
Accenture
05.2012 - 03.2013
Governance & Compliance/Personal Banker/Customer Service
Citibank
07.2000 - 04.2012
Associate of Arts - Liberal Arts
Palo Alto College
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