Ingrid Scott

• Conducted individualized training for all newly hired economic service staff, ensuring comprehensive understanding of FNS, Medicaid, Work First, and administrative programs.
• Collaborated and developed engaging group training sessions to address common policy misinterpretations and successfully implemented new policies and procedures.
• Assessed accuracy and timeliness of eligibility, review, and change functions within economic service records (80 to 100+ cases monthly) and provided insightful findings to supervisors.
• Compiled and distributed bi-weekly feedback for new hires to team leaders and managers to improve service time and quality while increasing productivity.

• Conducted thorough interviews with clients to assess their needs and determine appropriate services or referrals.
• Enhanced client satisfaction by providing timely and accurate information regarding benefits eligibility and program requirements.
• Scheduled appointments with applicants to gather information and explain benefits processes.
• Collaborated with multidisciplinary teams to ensure comprehensive case management and support for clients in need of assistance.
• Managed large caseload (70 to 100 monthly) of diverse clients, prioritizing tasks effectively to meet deadlines and maintain organized case files.
• Operated computer and imaging equipment to retrieve and enter data and documentation into electronic case records.

• Provided support services related to NC vehicle registration, titles, and property tax to branch offices/ general public, driver license examiner offices, lending institutions, courts attorneys, insurance companies and other parties on complex issues unresolved by automated system.
• Updated account information and completed appropriate documentation to account.
• Managed 75 to 100 vehicle registration and property tax inquires and complaints calls daily.

• Interviewed new and existing clients to obtain medical/needs assessments to determine eligibility for senior services.
• Accepted transportation request for medical appointments, completed necessary paperwork, faxed transportation paperwork to Santee Wateree RTA for scheduling, and maintained accurate log for monthly report.
• Prepared monthly AIM generated reports for reimbursement purposes.
• Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
• Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
• Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.

• Reviewed and evaluated legal documents to determine and ensure compliance with departmental and other federal, state, and local regulations, requirements, statutes, and policies.
• Utilized available computer equipment and data systems to maintain current PHA data, track PHA performance trends and compliance issues, and generate appropriate work products.

Short Sale Negotiator

• Reviewed and managed inventory of loss mitigation packages to determine necessary information is present for Short Sale eligibility.
• Requested necessary files/documentation from proper respondent to prepare and submit to various investors for approval/denial of short sale purchase.
• Uploaded sellers closing documents (wire transfer, final HUD, wavier of funds, and arm's length affidavit documents).
• Received and processed inbound emails from lien holders, buying/selling agents while fostering strong customer relationship by answering requests in timely manner.

• Traveled to new call center locations and conducted interviews to select top candidates for new hire positions.
• Supervised and provided guidance to team of 20 employees in fast-paced call center environment.
• Effectively resolved escalated customer complaints, and billing questions by identifying member needs beyond initial inquiry by answering unasked questions.
• Established team priorities, maintained schedules and monitored performance and conveyed constructive feedback to improve skills.
• Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans, and follow-up procedures.