Kaitlyn Oldre

Billing:

• Handled account payments and provided information regarding outstanding balances.
• Audited and corrected billing and posting documents for accuracy.
• Produced and mailed monthly statements to customers and assisted with related requests for information and clarification.

General Tasks:

• Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
• Oversaw fast-paced front desk operations and patient's needs at busy facility.
• Answered customer telephone calls promptly and appropriately handled needs.

Scheduling:

• Validated and ensured insurance coverage was active and loaded to the patient's profile for accurate pricing for upcoming treatment.
• Proactively identified scheduling issues and developed quick solutions to promote efficiency and profitability.

Customer Support Specialist III - 01/2022 - 02/2023

• Monitored and managed various inboxes; ensuring timely and proactive updates were being sent out to the respective parties.
• Monitored and managed various chats to ensure that questions being asked were responded to quickly and accurately; providing feedback and coaching where needed.
• Performed peer reviews; provided positive and learning opportunities to leadership, identified trends, and completed these tasks by the given deadline.
• Recorded, responded to, and processed upper management escalations on a team accessed spreadsheet to prioritize time-sensitive issues.
• Made inbound and outbound calls to the panel, as well as the customer, to gather information needed to analyze the situation and utilize all communication forms to drive a resolution.

Partner Support Specialist III - 07/2020 - 01/2022

• Monitored, followed up, and problem solved higher escalated files to ensure the appraiser had all the documents, data, and support to complete the report as soon as possible.
• Assigned, reassigned, and coached appraisers on the importance of timeliness and commitments to our mutual customers.
• Ensured daily tasks were completed prior to the end of the day.
• Managed inbound calls to provide direction, advice, or connect the appraiser with the appropriate party to resolve their inquiries.
• Ensured incoming orders were processed in a timely manner.

Partner Support Specialist - 03/2020 - 07/2020

• Monitored milestones throughout the life of an appraisal to make sure the appraiser and customer were in good communication and ensure timely delivery prior to closing dates.
• Problem-solved and hand held reports that were behind to ensure the correct steps and teams were involved to resolve the issue.
• Managed calls from appraisers and Points of Contacts to answer any questions they had regarding the status of a report.

• Followed quality standards and procedures to minimize errors and ensure accuracy.
• Reviewed loan files, identified missing documentation and generated condition lists for applicants.
• Evaluated and entered information from the loan into the system for processing.
• Validated loan applications and closing documentation.

• Performed opening and closing procedures
• Collaborated with Fraud Analysts to address, process, and resolve member fraud and merchant disputes.
• Balanced general ledgers and generated data for quarterly and monthly reports.
• Completed card orders requests, closed lost and stolen cards, and booked new loan and credit limit increases.
• Answered phone calls from internal associates and members, regarding account, card issues, and general inquiries.
• Faxed, processed, and rejected fraud and merchant dispute forms.
• Generated and put together welcome letters to ensure the member received the correct disclosure and informational pamphlets to better manage their accounts.