Ivy Hatcher

Perform all requisite child support casework functions;

• answer inbound calls and make outbound calls from and to customers in call center environment or other customer service/office environment;
• participate as first contact-customer resolution specialist; verify accuracy of and update financial data contained within CSEA computer system (SETS);
• update SETS with correct information pertaining to court ordered child, medical and/or spousal support;
• review and manage SETS alerts;
• process incoming and outgoing mail;
• perform all functions and requirements associated with individual walk-in customers.

Provides information regarding federal & state programs for citizens seeking career & skill development opportunities;

• registers new applicants &/or updates previous applications for program participation;
• interviews, evaluates & classifies applicants;
• determines eligibility and appropriateness of citizens for requested employment upon completion of skill training based on defined criteria;
• operates computer terminal &/or personal computer to enter, update &/or retrieve data (e.g., applicant information, Individual Training Accounts (i.e., ITA's), referrals and performs follow-up activity on employers' execution of training plans by individual; checklist information to specify occupations, job orders).

Interview applicants to determine eligibility for public assistance programs;

• compute budgets;
• verify documents submitted to support public assistance requests; approve or deny applications for public assistance; explain to recipients their rights, procedures, programs, policies and available services;
• Provide follow-up;
• produce relative correspondence;
• prepare and maintain case records;
• review and retain all relevant documents;
• prepare notification letters to recipients of suspension, reduction or termination of assistance;
• prepare documents when necessary to refer customer to another unit.

Responsible for day to day supervision of CodeBlue Claim Representatives within an assigned unit to insure the proper handling of claims and that claim representatives are performing according to the established claim guidelines and procedures;

• Assist in providing insureds, and other persons involved the best claim service
• Maintains personal claim load of losses and handles through conclusion
• Review, triage and assign new losses to unit
• Monitor claim files and reports to insure adherence to company claim procedures and guidelines
• Review, investigate, negotiate and settle assigned claim files
• Provide Annual Review for Claims Representatives and document performance monthly through a monthly mini Evaluation
• Managed a team of 10-12 Claims Representatives to ensure accuracy and timely completion of all claims processing activities.

Member of HR Services that ensures accurate processing and recording of company's payroll, provides timely and accurate financial information and participates in daily data entry into payroll;

• Process daily banking reports, such as; returned direct deposits, pre-note notifications, and positive pays
• Enter direct deposit information
• Assist with the sealing and sorting of paper checks
• Create and implement repayment plans
• Work directly with accounting to reconcile payroll and other accounts by finding and correcting variances
• Assist in entering time sheets, creating off-cycle payments, and entering vacation/sick days.

Performed a set of regular procedures, as well as a variety of customer requests and transactions, including, but not limited to: check cashing and deposits, loan payments, product explanations and identified opportunities to refer to the sales partners within the branch;

• Ensure customers are serviced quickly and efficiently in a friendly and professional manner
• Perform all teller responsibilities; customer deposits, withdrawals, cashed checks, etc
• Balance daily transactions and maintain cash drawer within prescribed limits, following all security procedures
• Follow all company policies, procedures and regulations affecting Banking Center business
• Participate in the Banking Center team selling process by achieving referral goals by recognizing sales opportunities and directing customers to the appropriate staff.

Accountable for delivering superior customer service in performing a variety of basic banking services;

• Also accountable for referring prospects/customers to a banker and other banking partners
• As well as performing other administrative duties within the teller area
• Ensure customers are serviced quickly and efficiently in a friendly and professional manner
• Perform all teller responsibilities; customer deposits, withdrawals, cashed checks, etc
• Balance daily transactions and maintain cash drawer within prescribed limits, following all security procedures
• Follow all company policies, procedures and regulations affecting Banking Center business
• Participate in the Banking Center team selling process by achieving referral goals by recognizing sales opportunities and directing customers to the appropriate staff.

Reviewed various types of insurance documents and updated the hazard insurance lines on the clients servicing system according to established procedures;

• Verified that the policy contained acceptable coverage and disbursed premium payments from the escrow account if required; made necessary outbound phone calls to insurance agents and companies to update insurance policies and obtained needed (missing) information
• Performed maintenance as necessary for policy changes, letters, notices etc
• Insured all items were processed in a timely manner to meet or exceed established standards
• Obtained renewal information for hazard insurance policies
• Used multiple computer applications to update policy information
• Disbursed premium payments from the escrow account
• Exceeded the daily call quota
• Exceeded the quality and compliance standards
• Demonstrated excellent customer service skills, including empathy training.