Julio Aponte

Customer Service Representative – Claims Management

Handled incoming calls for a customer service unit supporting 18 clients, claimants, and physicians, ensuring timely and effective assistance.

Provided detailed claim status updates, including payment information for short-term and long-term disability claims.

Documented critical conversations related to claim processes, payment amounts, and deductions while accurately logging all interactions into the claim management system.

Developed and implemented strategies to enhance the overall customer service experience, driving customer satisfaction.

Reviewed customer feedback and complaints to identify improvement opportunities, implementing process enhancements to optimize service delivery.

Client Account Management and Fraud Prevention.

Conducted revaluations on business, private client, and customer accounts, managing 28 different client types.

De-escalated customer calls by providing clear explanations and effective resolutions, ensuring high customer satisfaction.

Processed and balanced account transfers, credit line increases, and consolidations.

Redeemed debit and credit points efficiently, maintaining accuracy and timeliness.

Identified and tagged legitimate and fraudulent transactions for dispute and investigation, ensuring compliance with security protocols.

Accounting and Financial Operations Specialist

Reconciled, calculated, processed, and balanced accounts, ensuring accuracy and compliance with financial regulations.

Researched, resolved, and evaluated complex accounting entries to maintain precise financial records.

Managed the receipt and processing of cash, checks, bond deposits, and other transactions through Loomis, Vanguard, and commercial/state accounts.

Audited and corrected errors in general ledgers and other account records, enhancing accuracy and efficiency.

Operated NCR 7780/7766 equipment to capture and process legal documents for international and domestic accounts.

Recorded, sorted, and proofread financial documents, ensuring accuracy. Encoded field as 3200 per hour of all fields when needed, including missing account, bank, aba.