Kiara Lear

• Collected overdue mortgage payments at front end stage of 1 to 2 months past due.

• Conducted Financial Assessments to maintain account currency.

• Clarified start and finish dates of loans while providing customer service.

•Ensured over 95% performance in both quality and issue resolution efficiency.

• Completed daily logs for management review.
• Remained solutions-oriented in face of complex problems to assist management and overall business direction.

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Responded to customer requests for products, services, and company information.

• Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
• Processed payments and applied to customer balances.
• Maintained high volume of calls and met demands of busy and productive group.
• Negotiated to collect balance in full.
• Worked in call center environment handling manual and automatically dialed outbound calls.

• Collaborated with physicians to obtain necessary clinical information for prior authorization submissions.
• Maintained thorough knowledge of insurance plan requirements, facilitating accurate and timely completion of authorization forms.
• Analyzed medical records and other documents to determine approval of requests for authorization.
• Verified eligibility and compliance with authorization requirements for service providers.