Monae N. Hines

Handled inbound calls for Medicare and Marketplace inquiries.

Utilize standard technology such as a telephone, e-mail, and web browser.

· Navigate to the appropriate pre-scripted responses which must be read verbatim to provide basic general and claims specific information.

· Follow established and documented policies and standard operating procedures, such as, filling out timesheets and adhering to privacy rules.

· Assist caller with filling out online application and submitting it electronically to plan provider for processing.

· Complete basic call log related to the phone inquiries such as clicking radio buttons to confirm which scripts were read by the CSR to the caller.

• Accurately identify and organize forms; prep documents for scanning (Manually & Digitally)
• Decide appropriate method of scanning, scan tax documents and work papers, link to CaseWare and PDF files
• Maintain quality and a high degree of accuracy while maximizing output under various deadlines mandated internally and externally
• Deliver scanned products in a timely manner to appropriate personnel within the firm for processing and/or dissemination
• Copy, organize and assemble Financial Statements, Business Valuations and Cost Segregation reports for the purpose of providing clients with correct, attractive documentation of the firm’s research and projections
• Accurately identify and organize forms; assemble a wide range of specialized tax documents to meet correct filing criteria mandated by the Internal Revenue Service and each of the fifty states

• Process Virginia Tax 760 forms preparing, resolving individual income tax returns
• Evaluate tax returns and payments as they are presented or assigned
• Conduct research and analysis using data from various sources/systems and apply corrective actions
• Contact customers to seek additional information when needed and provides necessary taxpayer education
• Pertain various forms for each tax type and make independent and logical decision on how to post a return correctly that reconciles it to the customer’s account
• Knowledge of Virginia Tax Laws, Rules and Regulations and their application to tax forms

• Processed financial applications for the State of Virginia
• The Emergency Rental Assistance Program providing rent and utility assistance to renters impacted by the COVID-19 pandemic
• Review, evaluate, and process applications submitted for rental and utility payments using an online platform while adhering the program’s high standards and expectations
• Determine eligibility, months of assistance, and funding amount for individuals seeking assistance through ERAP
• Engage in positive communication via email, phone, and online platform with landlords and tenants to request additional information needed to process applications
• Maintain detailed work involving written and numeric data
• Also, strong knowledge of the federal requirements for the Emergency Rental Assistance Program and the County’s eligibility criteria
• Assist the Program Manager and Specialist Supervisor with trainings and ongoing support of the Application Specialists

• Completes more complex validations, application of logical and analytical skills
• Makes decisions on finalizing, approving or rejecting documents/cases
• Follows up on inquiries in order to update additional data required
• Acts as Subject Matter Expert
• Mentors new hires and provides training support
• Performs complex tasks according to client guidelines, Identifies adverse events and reports to client
• Completes work with limited supervision team group meeting with DMAS

• Responsible for individual income tax forms Federal or State of Virginia daily
• Basic knowledge and experience with Excel spreadsheet
• Worked alone in a fast paced, production-oriented environment with verbal and written instructions
• Skill in use of a PC with Windows Operation system
• Work one on one with clients on preparing documentation for tax refund
• Performed Basic Math functions with tax forms daily

• Foreclosure Litigation Specialist
• Working with Foreclosure attorneys
• Submitting settlement proposal to management in the Foreclosure Litigation area
• Responsible for the protection of the mortgage servicing portfolio by adhering to government regulations and investor requirements
• In-House counsel, Client’s responsiveness
• Monitor litigation cases, discovery requests

• Responsible for managing and collection all the outstanding accounts receivables form clients and customers
• Responsible for other aspects of collections, resolve customer billing problems and reducing the amount of accounts receivables
• Accurately the collections status within systems, set up follow up callbacks
• Contacted customer by telephone and letter to resolve past due accounts
• Trained on Collections systems, polices
• Handling all required call volumes and maintaining delinquency rates within Industry standards

• Took inbound calls using NGB systems
• Assisted customers and providers with general information regarding various insurance plans
• Keeping records of collection an account status
• Provided details information regarding insurance to Hospitals and various providers
• Informed customers, providers and beneficiary information about their medical prescription plans
• Process appeals prepare claims CMS 1500, UB-04
• Follow up with insurance companies on unpaid insurance accounts

• Answered inbound calls regarding credit card accounts within set standards
• Customer support representative primary had to understand the customer's problem and troubleshoot it with an optimal and effective solution
• Activated customer accounts for new customers, existing clients
• Provided assistance to customers with repayment plans to make accounts active with account problems, late payments, over the limit matter
• Handled inbound services calls from clients, while looking for sales referral opportunities for personal Banking product and services