Jonathan Trotman
Lakeland,Florida
Summary
Veterans Service Representative with hands-on experience in benefits adjudication, claims analysis, and regulatory compliance. Supports veterans through clear communication, accurate discharge and eligibility review, and responsive outreach while maintaining a 96%+ quality target and steady claim volume.
Overview
4
4
years of professional experience
Work History
Veterans Service Representative (VSR) GS 10 0999
United States Department of Veterans Affairs
Saint Petersburg, FL
03.2023 - 10.2026
- Coordinated with Medical Disability Examination Office (MDEO) and county and state Veteran service organizations to set up on-site examinations for veterans, facilitating free benefits-help sessions during multiple outreach events.
- Interviewed veterans, representatives, and advocates in person and by phone to explain VA benefits and related programs.
- Interviewed veterans, representatives, and advocates in person and by phone and email to explain VA benefits and related programs.
- Reviewed approximately 950 TERA Memorandums during disability-claim assessments to determine veterans' exposure to hazardous substances, ensuring accurate records and timely updates.
- Determined when a character of discharge was required. Provided advanced notice and procedural rights. Developed the facts and circumstances of the discharge. Analyzed the statutory and regulatory bars. Prepared a reasonable administrative decision.
- Applied laws, regulations, policies, and procedures with sound, fair judgment to provide accurate information and correct benefit determinations.
- Processed an average of 14 claims daily while managing collateral duties for Homeless Veteran, CEST, and PCT, dedicating additional hours to prioritize and complete all claims.
- Communicated through oral and written communication to the VSR team and throughout the regional office on the importance of an accurate TERA MEMO.
- Reviewed military service, medical evidence, income, employability, dependence, and relationship evidence to determine benefit eligibility.
- Mailed letters that provided information to Veterans as well as requested information from Veterans.
- Used computers, multiple software applications, databases, and automated systems to accomplish work.
- Dedicated 55 hours each week to maintain efficient workflow and support team objectives.
Customer Service Insurance Representative
United Services Automobile Association
05.2022 - 02.2023
- Identified member needs and provided accurate advice and solutions for products and services, delivering detailed issue diagnosis while minimizing transfers, escalations, and call backs.
- Effectively operated in a contact center environment and navigated multiple systems/programs while maintaining engaging member interaction across multiple channels.
- Managed trailing documents for insurance products and services across all states.
- Handled existing and emerging risks associated with business activities and job role, ensuring compliance with risk management protocols.
- Evaluated and managed risks associated with business activities.
- Followed written risk and compliance policies and procedures for business activities.
- Maintained full-time schedule of 40 hours to support consistent service delivery.
Education
Post-Trained VSR -
Dept of Veterans Affairs
05-2024
Homeless Claims Coordinator -
Dept of Veterans Affairs
03-2024
Pre-Trained VSR -
Dept of Veterans Affairs
06-2023
60 Hour Personal Lines Agent Course -
Central Insurance School
Tampa, FL04-2022
Bachelor of Science -
American Military University
Charleston, WV02-2018
Skills
- Benefits adjudication and eligibility
- Claims file analysis
- Regulatory compliance
- Memo review and discharge characterization
- Benefits eligibility determination
- Regulatory compliance
- Oral communication
- Veteran outreach
- Attention to detail
- Analytical reasoning
- Written communication
- Tera memo review
- Analytical judgment
Accomplishments
- STAR Award
- Performed at Execeptional Level
Preferred method of contact.
Email.
Timeline
Veterans Service Representative (VSR) GS 10 0999
United States Department of Veterans Affairs
03.2023 - 10.2026
Customer Service Insurance Representative
United Services Automobile Association
05.2022 - 02.2023
Post-Trained VSR -
Dept of Veterans Affairs
Homeless Claims Coordinator -
Dept of Veterans Affairs
Pre-Trained VSR -
Dept of Veterans Affairs
60 Hour Personal Lines Agent Course -
Central Insurance School
Bachelor of Science -
American Military University