Melissa Castillo
Dallas,TX
Summary
Seeking a responsible career where my abilities can be highly utilized in a growth oriented and professional environment.
Overview
6
6
years of professional experience
Work History
Bilingual CSR
Social Security Administration, SSA
Dallas, TX
04.2023 - Current
- Process online or over the phone retirement, disability, or Medicare claims for adults and minors
- Review medical records for disability and Medicare claims
- Adjust records based on information provided
- Use programming services to confirm information from number holder
- Process new social security cards and or replacement cards
- Look into number holders income and resources for qualifications
- Terminate Medicare applications
- Enroll number holders into Medicare based on active work and group health plan coverage
- Provide information on extra help for low income
- Reinstate Medicare benefits based on past due premiums and appeals period
- Process checks
- Update banking and personal information
- Update earnings record
- Request non-receipts through Treasury Department
- Process paperwork coming in through mail and in person in a timely manner
- Follow steps and guidance based on agency policy
- Interview members of the public, in English and Spanish, to obtain proofs needed to process claims for retirement, survivors, disability, Supplemental Security Income (SSI), Medicare, and other SSA administered programs
- Have processed numerous ADHOC workloads and annotated in GAT
- Worked the Medicare Non-Utilization Process (MNUP) for the office and update the website as needed
- Assisted in assigning Medicare submissions in Worktrack to correct individuals
- Provide Benefit Planning Queries (BPQY) to third parties that submitted proper documentation
- Investigate and resolve issues related to benefit payments, overpayments, appeals, and other program matters by gathering and analyzing case information and coordinating with other SSA components as necessary
- Clearly explain complex program requirements, rights, and responsibilities to individuals from diverse backgrounds, including those who may be elderly, disabled, or have limited English proficiency
- Utilize SSA computer systems to input, retrieve, and update claims information; review data for accuracy and completeness; and prepare necessary reports and documentation
- Provide professional, courteous, and timely service to the public while maintaining confidentiality and ensuring compliant with the Privacy Act and SSA regulations
- Assisting coworkers by processing agency work that are assigned to them and may be backlogged
- Prioritize assignments, manage a high volume of inquiries and cases, and meet established performance standards and deadlines
Customer Service Representative
Genuent Gloabal LLC
Arlington, Tx
10.2022 - 03.2023
- Review financial accounts (checking, savings, priority, CD, money market, signature, business)
- Provide balance
- Submit transfers from one account to another
- Submit claims for fraudulent activity
- Cancel and reissue debit cards
- Provide customer transaction info from the last 90 days(coming in and out)
- Reactivate or activate debit card
- Provide needed authentication for each request
- Increase customer spending limit temporarily
- Submit travel notes
- Provide tracking info
- Following the Fair Credit Reporting Act that regulates the collection, sharing, and use of customer-credit information
- Follow Reg B, Equal Credit Opportunity which prohibits lenders from discriminating applicants
- Reg D, sets requirements for depository institutions to maintain reserve balances with their Federal Reserve Bank or as cash as well as defines limitations on withdrawals from savings, money market, and CD account
- Reg E, Electronic Funds Transfers, establishes right and responsibilities of parties in electronic funds transfers and protects customers when they certain types of systems the bank regulates
- Following UDAAP regulations governed by Consumer Financial Protection Bureau, is how the bank handles certain situations
Mortgage Default Specialist
Loandepot
Plano, Texas
10.2021 - 08.2022
- Follow FHA regulations, property must meet Depart of Housing Act
- Properties include resident homes, townhomes, condominiums, mobile, manufactured, or more modern homes
- Follow requirements for Fannie Mae and Freddie Mac government enterprises for Conventional loans
- Conventional requiring 3% down payment otherwise, required to get mortgage insurance
- Refer customers to tax office regarding payoff for Deed of Trust to be released
- Release the Note to customer after payoff
- Analyze escrow and escrow shortage if payment goes up or any changes to mortgage insurance or tax property
- Manage large amount of inbound and outbound calls Provide information on modifications
- Take payments for past due accounts
- Research customer complaints and or concerns
- Notate account properly and as detailed as possible
- Respond to customers inquiries via email
- Correct and or adjust records as needed
- Take payments for bankruptcy accounts
- Provide delicate information on bankruptcy accounts
- Manage escrow accounts
- Submit tasks for further review
- Email or fax documents needed
- Follow up with customers status on review or on account
- Follow up regarding payments or ach
- Customer service inquiries
- Explain possible solutions depending on issue
- Ensuring customers feel supported and valued
- Show huge amount of empathy towards customers
- Handle customers with loans issued by private lenders but insured by government
- Work with accounts in bankruptcy showing in Chapter 7, 11, 12, and 13.
- Follow guidelines for bankruptcy accounts as well as using the right words
- Assist customers with past due mortgage payments
- Provide “Forbearance Packet” with regularities and applications
- Document death certificate to proper account
- Processing needed documents for 3rd party request to take over account when primary customer no longer lives
- Provide state guidelines script with calls being recorded
- Provide state guideline script with attempt to collect debts if past due
Customer Service Representative
Mr. Cooper
Coppell, Texas
10.2020 - 10.2021
- Manage large amount of inbound calls
- Manage small amount of outbound calls
- Answer customer inquiries
- Research customer complaints
- Correct or adjust records as needed
- Enter conversation into servicing comments in system
- Responding efficiently and accurately to callers
- Explaining solutions
Southwest Credit Systems
Carrollton, TX
05.2020 - 09.2020
- Manage large amount of outbound calls and inbound
- Recover overdue payments on accounts
- Track debtors down by phone and assist them to make payment by negotiating repayment plans
- Encouraging to find alternative payment solutions
- Take escalated calls
- Train new collectors in use of software and proper collection
Education
High School Diploma -
South Oak Cliff High School
Dallas, TX06.2016
Skills
- Fluent in English and Spanish
- Patient
- Problem solving
- Analytical
- Engaged
- Financial
- Critical thinking
- Effective communication
- Adaptability
- People management
- Emotional intelligence
Timeline
Bilingual CSR
Social Security Administration, SSA
04.2023 - Current
Customer Service Representative
Genuent Gloabal LLC
10.2022 - 03.2023
Mortgage Default Specialist
Loandepot
10.2021 - 08.2022
Customer Service Representative
Mr. Cooper
10.2020 - 10.2021
Southwest Credit Systems
05.2020 - 09.2020
High School Diploma -
South Oak Cliff High School