Lavar Peoples

• Blended call center assisting providers / members via telephone, mail, and email in large volume of customers every day with positive attitude and focus on customer satisfaction maintaining positive customer service rating. Provide support by answering incoming calls regarding provider claims approvals/denial, and appeals process. Researched and analyzed complex claims to determine next steps and possible outcomes.
• Work with State-based exchange and Federal Facilitated Marketplace (FFM) to resolve Level 1 enrollment, premium, APTC/CSR disputes or discrepancies. Participate in discovery and resolution of root causes of recurring issues. Work with Members in grace period to resolve billing issues and/or collect outstanding premium.
• Ensure that all customer needs and problems are properly communicated and managed in way that maintains great customer relationships. Resolve issues including claims, enrollment, billing, and provider relations issues with vendors.
• Communicated verification and authorization status updates with UM department to facilitate decision-making for patient admissions and insurance coverage.
• Maintained strong knowledge of basic medical terminology to better understand services and procedures. Resubmitted claims after editing or denial to achieve financial targets and reduce outstanding debt.
• Handled complaints with prompt, courteous service to uphold professional reputation. Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Learned internal systems and related service role duties to provide skilled team backup in handling customer demands. Cross-trained and provided backup support for organizational leadership.
• Optimized customer support by establishing collaborative service environments through targeted operational initiatives.

• Review and evaluate real estate title commitments, title binders, property reports, and other relevant documents. Performs detailed analysis of title commitments, property reports, and title binders for accuracy and viability.
• Ensured property is accurately represented on title documents. Primary contact regarding all issues with titles, title binders, and property reports. Reviews and approves Power of Attorney and Trust Documents to ensure documents adhere to guidelines. Escalates complex situations to management Ascertain processing/closing discrepancies and partners with applicable parties to provide training and feedback
• Tracks common document/process inefficiencies or errors, to be utilized in coaching/training of team members to reduce further title issues. Notifies production personnel of any potential impacts to closing or overall loan process.
• Completed paperwork, recognizing discrepancies and promptly addressing for resolution. Edited and proofread drafts of articles and other documents.
• Managed time efficiently in order to complete all tasks within deadlines. Exercised leadership capabilities by successfully motivating and inspiring others. Self-motivated, with strong sense of personal responsibility

• Minimizes loss due to foreclosure through use of loss mitigation options, such as reinstatements, repayment plans. Accurately calculates borrower's income, through review of pay stubs, tax documents, benefit statements, business profit, and loss statements, etc.
• Monitored pipelines to track and log status of loans. Analyzed potential risks and evaluated loan products to identify suitable options for customers. Managed over 50 customer calls per day.
• Checked property valuations to assess foreclosure feasibility. Assisted clients with improving financial health by counseling on issues such as excessive spending and borrowing.
• Explained legal aspects of loan to borrower, as well as payment terms and clauses. Assisted with short sales and deed in lieu processes.
• Assessed clients' financial data to determine loan suitability. Controlled loss by assessing risk, conducting system analysis, and recommending policy solutions.
• Provided reinstatement and payoff quotes to clients. Obtained copies of applicants' credit histories and reviewed paperwork to determine feasibility of granting loans.

• Blended call center environment with emphasis on cash collections and loss mitigation initiation when customers are unable to make their monthly mortgage payments.
• Schedule adherence and performance in service levels that include Average Speed of Answer, abandonment rate, and Handle time are monitored.
• Offers short-term resolution options via repay and forbearance plans. Provides information on all available assistance programs to borrowers experiencing financial hardships to help customers navigate options to maintain homeownership.
• Identified company resources, determined client risk factors and promoted solutions to establish solid client base. Discussed property liquidation options with customers. Explained legal aspects of loan to borrower, as well as payment terms and clauses.
• Evaluated pay stubs, credit history, tax information and bank statements for financial status. Controlled loss by assessing risk, conducting system analysis, and recommending policy solutions.

• Maintained customer satisfaction with forwarding strategies focused on addressing customer needs and resolving concerns.
• Followed document protocols to safeguard confidentiality of patient records. Balance deposits and credit card payments each day. Created customer appointments, maintained up-to-date knowledge of customer accounts, and explained products and benefits.
• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions. Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Answered customer telephone calls promptly to avoid on-hold wait times. Achieved high satisfaction rating through proactive one-call resolutions of customer issues.

• Managed various functions at EY sites, providing consistent, quality, and cost-effective services. Receive and track work order requests and dispatch work orders to maintenance staff.
• Performed specialized tasks as required (e.g., external messenger services, record keeping, binding, faxing, and photocopying communicate. Managed over 50 customer calls per day. Handled emails, inbound calls, and outbound calls. Enhanced productivity levels by anticipating needs and delivering outstanding support.
• Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines. Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.

• Provide compassionate and empathetic support to 50 to 70 callers providing guidance, support, and resolution for escalated issues. Process adjustments, refunds, transfer bills, mail returns, and perform manual sales. Managed over 50 customer calls per day.
• Educated customers about billing, payment processing and support policies and procedures. Research, troubleshoot, and resolve complex billing issues and customer complaints, taking all steps to resolve and ensure full resolution.
• Dealt with stressful situations and resolve complex health care concerns in positive, simplified manner so that callers fully understand their health care plans and solutions. Developed highly empathetic client relationships and earned reputation for exceeding service standard goals
• Optimized customer support by establishing collaborative service environments through targeted operational initiatives.

• Reviewed all loan documentation requests for completeness and regulatory/legal compliance and reviewed all consumer and consumer real estate documentation and funding, including Home Equity, HELOC, and lot loans.
• Communicate any deficiencies or exceptions to lenders, underwriters, and/or closers and assist with correction of necessary items. Booked all consumer loans onto Fiserv system and prepare any related general ledger or funding entries reviewed boarding data to loan worksheet, to ensure complete and accurate. documentation.
• Readied Truth-in-Lending Disclosures for loan applicants, delivering important information about loan APR and repayment terms.
• Contacted customers via mail, telephone and email to relay acceptance or rejection of applications.
• Calculated debt-to-income ratios to determine maximum loan amounts and avoid overextending applicants. Prepared loan documents and explained terms to clarify loan conditions and requirements with applicants.

Lead/oversee wide variety of administrative support functions for organization or office, including budget, time and attendance, and property accountability.

• Provided administrative support related to deployment of personnel and equipment and/or materials from field to other geographical areas to support mission of office/organization.
• Prepared administrative documents/reports for management using Microsoft Office. Lead administrative projects and/or day-to-day operations of administrative staff.
• Analyzed deeds of trust to verify grantor, grantee, trustee and loan amounts for executive leadership.

• Explained and demonstrated safe and appropriate exercises for clients of various fitness and physical abilities. Instructed members about correct use of weight, resistance, and cardiovascular equipment.
• Cultivated positive relationships with participants by interacting with group fitness classes. Promoted total well- being by encouraging students to improve nutrition, weight control, and lifestyle.
• Motivated clients to achieve their personal fitness goals through developing and modifying routines.
• Developed and implemented fitness assessment system to evaluate progress of participants.
• Monitored and tracked clients' progress and adjusted instructions to attain successful outcomes.

• Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
• Maintained transaction security by verifying payment cards against identification.
• Maintained clean and organized front desk areas to uphold polished company image.
• Introduced customers to resort amenities with pleasant and helpful demeanor.
• Confirmed important personal and payment information for compliance with security and payment card industry standards.