KRISTI RUSSELL
San Antonio
Summary
Experienced with handling patient inquiries and providing support in healthcare setting. Utilizes strong communication skills and empathy to resolve issues and ensure patient satisfaction. Knowledge of healthcare protocols and procedures, contributing to efficient and effective service delivery.
Overview
23
23
years of professional experience
Work History
Healthcare Customer Service Representative
Alorica
07.2024 - Current
- Serves as key liasons between patients, healthcare providers and insurance carriers.
- Verifies member's prescription insurance plan coverage.
- Assists members with obtaining prior authorization for insurance benefits.
- Resolves insurance related issues to ensure the timely processing and delivery of prescription orders.
- Handles inbound calls from patients and colleagues while also making outbound calls to support exceptional service.
- Uses standard templates to generate member statements, prior authorization and provider correspondence letters.
- Reviews member correspondence for accuracy.
Commercial Loan Servicing Representative
Wells Fargo N.A.
11.2021 - 04.2024
- Supported internal and external customers with inquiries and complaints regarding loan servicing needs.
- Monitored loan pipeline to resolve customer issues, and process complex transactions online.
- Reviewed Mortgage documents and images for accuracy.
- Uploaded documents and classified customer documentation into our data system.
- Performed moderately complex administrative, transactional, operational and customer support tasks.
- Acted as primary loan servicing contact that involve construction monitoring and disbursements.
- Monitored collateral and preparing payoff letters, releasing collateral.
- Audited loan systems of record for new loan setups, modifications and data input, and customer research and billing.
- Received direction from supervisors, and escalate non-routine customer concerns to experienced individuals.
- Collaborated and consult with peers, colleagues and managers to resolve issues and achieve goals.
- Interacted with internal customers.
- Received direction from leaders.
- Exercised independent judgment while developing the knowledge to understand function, policies, procedures, and compliance requirements.
Underwriting Support Specialist
Robert Half Temp Service
07.2020 - 11.2021
- Company Overview: Temporary assignment to ARCH Mortgage
- Reviewed residential loan application files to verify that application data is complete and meets company standards, including type and amount of mortgage, borrower assets, liabilities, and length of employment; in some cases, recommends a loan application not be sent to Underwriting.
- Accurately prepared files for processing and/or processed loan files within established branch timelines.
- Maintained contact and follow up on all outstanding orders to third parties and borrowers within established company timelines.
- Submitted conditions to Underwriter to clear loan for approval.
- Adhered to performance standards for productivity, quality, turnaround time, and data accuracy.
- Reviewed loan package and third-party customer profile thoroughly to ensure all required documentation is legible, complete, accurate, and valid.
- Registers incoming loan packages and inputs loan data into AQUA by reviewing files for specific documentation to assign to the correct channel of business.
- Maintained superior standards of quality assurance, obtaining 98% success average in performance reviews.
- Coordinated retrieval of missing documentation and information with customer and/or document imaging team.
- Provided exceptional level of customer service by responding to basic inquiries in a timely manner and providing regular loan status updates as requested.
- Identified and reported system errors in a timely manner to management.
- Performed other tasks and special projects as required and assigned by management.
- Temporary assignment to ARCH Mortgage
Commercial Payoff/ Collateral Release Specialist
Randstad Temp Services
09.2018 - 03.2019
- Company Overview: Temporary assignment to Wells Fargo N.A.
- Reviewed promissory note for prepayment language.
- Calculated payoff demand figures for collateral loans between $5 million and $20 million.
- Recalculated payoff demand figures to include any prepayment penalties according to the promissory note.
- Faxed, emailed, and mailed payoff demand statements to clients and/or third parties while adhering to company procedures.
- Verified company procedures and regulations to ensure proper delivery of the payoff demand.
- Excelled in company goals in quality scores for payoff calculation figures being free form errors.
- Surpassed daily/monthly production standards for the number of payoff demands processed.
- Temporary assignment to Wells Fargo N.A.
Secondary Marketing Collateral Specialist II
USAA Federal Savings Bank
08.2009 - 05.2018
- Reviewed post closed loan packages for completeness and accuracy.
- Compared post closed loan documents to loan servicing system to ensure loan documents and loan servicing system are accurate.
- Ensured inclusion of all required mortgage loan documents.
- Correlated with document imaging department for retrieval of missing documentation and correction of illegible documents.
- Ensured compliance in meeting internal and third-party regulations.
- Delivered and FedEx tracked audited documents to Sub-Servicer, as necessary.
- Tracked and delivered required loan package documents to other Mortgage Staff for purposes of internal and external audits.
- Kept fully up to date with all policies relating to business and industry trends.
- Assisted in a Custodial capacity to the delivery of deficient-free mortgage loan documents to third party investors; service released, and service retained.
- Worked in fast-paced environment to locate deficiencies in post closing documents while adhering to quality standards and exceeded production quotas.
- Worked on routine to overly complex mortgage loan documentation.
- Researched banking guidelines and statutory requirements to stay updated on new laws and applications.
Post-Closing Lien Release Specialist
Homeside Lending
08.2002 - 10.2006
- Company Overview: acquired by Washington Mutual Bank
- Ordered collateral files or other documents, as necessary.
- Obtained Deed of Trust or Mortgage Recording information.
- Obtained Assignments if needed.
- Monitored reports to ensure timely receipts of trailing documents.
- Maintained original custodial and closed loan files in a central information location.
- Ensured stacking order for audit of closed loan files.
- Worked closely with outsource vendor to complete requests within timelines.
- Reviewed original collateral documents.
- Resolved exceptions as reported daily by vendor.
- Prepared releases for filing with the county agency.
- Assisted customer service with Reconveyance related inquiries.
- Reconciled pay offs as determined by company for various states.
- Audited vesting of legal entities for accuracy.
- Provided vendor and tracking reports to management.
- Performed other duties as assigned.
- Acquired by Washington Mutual Bank
Education
The University of Texas at San Antonio
San Antonio, TXundefined
DeVry University
San Antonio, TXSkills
- Data entry proficiency
- HIPAA compliance
- Exceptional Customer Service
- Call center experience
- Insurance verification
- Patient confidentiality
Timeline
Healthcare Customer Service Representative
Alorica
07.2024 - Current
Commercial Loan Servicing Representative
Wells Fargo N.A.
11.2021 - 04.2024
Underwriting Support Specialist
Robert Half Temp Service
07.2020 - 11.2021
Commercial Payoff/ Collateral Release Specialist
Randstad Temp Services
09.2018 - 03.2019
Secondary Marketing Collateral Specialist II
USAA Federal Savings Bank
08.2009 - 05.2018
Post-Closing Lien Release Specialist
Homeside Lending
08.2002 - 10.2006
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DeVry University
The University of Texas at San Antonio
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