Lorraine Balog

• Leadership of the Rates operations and Accounting.
• Responsible for timely AR – Customer invoice generation all modes.
• Responsible for timely AP- AG Carrier payments to Carriers for all modes.
• Responsible for HR – Employee onboarding, benefits, payroll, and terminations.
• Conduct quarterly one on ones.
• Attendance and performance management.
• Responsible for New Customer Credit Onboarding
• Responsible for Collections.
• Support all bank and CPA directed activities.
• Commissions processing.
• Reporting and Reconciliations.
• Posting of daily payments.
• Track and document claim receipts and refunds.
• Manage AR Insurance Policy administration and new customer credit approvals.
• Lead weekly team meetings.
• Conduct quarterly one on ones..
• Identify any issues, potential issues, or service failures and immediately address with internal and external stakeholders.
• Demonstrate strong customer service and problem-solving skills.
• Strong people skills and ability to build strong relationships.
• Possess creative thinking and strategic problem-solving techniques.
• Experience using MS Office, Sage, ADP Total Source, Google, Front, and TMS platforms.
• Organized, detail-oriented individual that possesses a sense of urgency and able to work in a flexible fast paced environment.
• Excellent written and verbal communication skills.
• Excellent time management.
• High energy and assertive attitude.
• High ethical standards and integrity.
• Led operational strategy to enhance productivity and efficiency across multiple departments.
• Streamlined communication processes between departments, fostering collaboration and reducing response times.
• Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
• Formulated policies and procedures to streamline operations.
• Implemented operational strategies and effectively built customer and employee loyalty.
• Increased overall company efficiency by streamlining operations and implementing innovative managerial strategies.

Supported home buyers under contract to select finishes and communicate progress through construction to close. Schedule and coordinate various trades from foundation, framing, electrical, flooring and cabinets. Work to meet construction and close deadlines. Communicate progress through out the build life cycle from Sales, Trades, Buyers and Lenders.

• Lead both exempt and non-exempt claims team members in the support of regulatory due diligence for Life and Annuity death claims. This includes building relationships with beneficiaries and agents in the education of documents required to review and pay a pending claim. Which includes both phone and written correspondence.

• Responsible for leading a team of exempt managers in the fulfillment of benefits for Sears Protection Agreement customers. Led key initiatives involved in executing process changes that resulted in an improved customer experience. These changes resulted in a 25% reduction in the operations expense and enabled real time processing to the benefit of customers.

• One of several leaders who developed and introduced a new culture and structure of service within registration and client relations resulting in an improved customer/client experience. Later led a team of exempt loan processing managers in support of review and clearing home equity loan conditions.

• Managed a team of up to ten exempt inbound call center managers. Responsible for the strategic direction and operation of an inbound call center with over 500 Business Service Representatives who handled all manner of wireless inbound call types from billing to technical troubleshooting. As necessary function in the acting role of the call center director responsible for performance in the absence of the director. Key contributor for the Greensboro site in the PMO activities and deliverables during the initial transition from AWS to Cingular.