Melody Brathwaite

• Reviewed and respond to standard letters, emails, and faxes concerning accounts serviced by the Foundation.
• Completed in-house requests to provide information to borrowers, make credit corrections, review accounts for incentives, or resolve issues.
• Reviewed, document, and respond to credit bureau disputes received online and in written form.
• Reviewed deferment and forbearance requests, and approve or deny them based on eligibility criteria.
• Reviewed national reporting databases to backdate, extend, or end deferment periods based on the information received, as well as adjust graduation/separation dates for enrolled borrowers.
• Reviewed and processed adjustments to support initial disclosure and repayment plan options.
• Provided routine servicing to borrowers as assigned by CFI management staff.
• Collect past due payments through incoming calls or outgoing calls that are made or dialed manually.
• Answer questions related to appropriate loan program, identify appropriate borrower options, and perform related follow-up activities to ensure good customer service.
• Perform assigned skip trace activities to locate the borrower, including using tools in a secure and appropriate manner.
• Process returned mail in a manner that meets requirements.
• Completed reports in a timely manner.
• Performed front desk duties as needed, processed

In-person payments by borrowers or sureties

• Identify potential and/or denied claims.
• Responsible for processing all incoming death claims on an Excel spreadsheet.

• Processing ACDV's credit disputes in a timely manner.
• Respond to borrowers through incoming emails in regards to their account requests.
• Sort and process all incoming and outgoing mail daily.
• Responsible for working with a high volume of past-due letters, sorting and preparing them to be sent to borrowers.
• Completed any other task or duties assigned by supervisor.

• Contacted customers to discuss and resolve past due accounts.
• Negotiated repayment terms with customers in accordance with company policy.
• Researched account information to ensure accuracy of records.
• Monitored delinquent accounts for timely payment resolution.
• Utilized skip tracing techniques to locate hard-to-find debtors.
• Followed up on promises made by customers regarding payments or settlements.
• Handled irate customers smoothly to achieve performance targets.
• Used skip tracing measures to locate borrowers

• Managed dedicated accounts by sending letters and emails in regard to the status of the account.
• Outbound collection calls made using an auto dialer or manual calling to contact customers about overdue bills, loans, or other payments.
• Researched employer information on the internet using multiple sites, LinkedIn, social media platforms, and ESC state employer website.
• Verified borrower's demographics using LexisNexis (Accurint) database.
• Negotiated payment arrangements to keep the loan from default.

• Processed incoming claims, including data entry into the system.
• Researched and analyzed claim information to determine validity of coverage.
• Provided excellent customer service by responding to inquiries in a timely manner.
• Coordinated with other departments to resolve complex issues related to claims processing.
• Developed training materials for new employees regarding claims processing procedures.
• Educated customers about their rights under the flooring warranty once claim is received
• Coordinated weekly meetings with other staff, combining group efforts to achieve goals.