Natalie Osborne
Naperville,IL
Summary
Recognized strengths in writing, verbal communication, problem-solving, interpersonal intelligence, budgeting and accounting, attention to detail, and leadership. Maintains a prominent level of professionalism, efficiency, and patience. Looking to successfully apply coursework, skills, work ethics, and professionalism to a position that utilizes my experience and education, and allows for growth. Known for high productivity and completing tasks with precision. Skilled in navigating complex benefit systems, interpreting regulations, and ensuring compliance with policy guidelines. Possess strong analytical abilities, problem-solving skills, and adept at managing multiple priorities seamlessly. Excel in communication, teamwork, and adaptability, contributing to successful outcomes in fast-paced environments.
Overview
13
13
years of professional experience
Work History
Benefit Authorizer
Social Security Administration
Chicago, IL
12.2022 - Current
- Responsible for the factors for diverse types of entitlement.
- Effectively manages and completes work by processing assigned Retirement, Disability, Supplemental Security Income, Survivors post-entitlement, and Medicare workloads accurately, within established timeframes, minimizing the need to redistribute or reassign work to others.
- Maintained knowledge of SSA laws, regulations, and programs. Experienced in research, analysis, interpretation, and application of rules and regulations. Ability to communicate in writing and orally. Ability to use information technology, online databases, and automation tools.
- Specialized experience includes assisting individuals in filing applications for financial assistance, unemployment, Veterans benefits, insurance benefits, health benefits, and/or social service programs; developing, processing, or authorizing claims; explaining benefit-related programs to the general public and providing information; or evaluating benefit program policies, procedures, and guidelines.
- Record entries for adjustment actions.
- Efficient in ending and/or reinstating beneficiaries’ payments.
- Responsible for finding and calculating excess earnings. Differentiate between an incorrect payment and a legally defined overpayment.
- Prepare subsequent awards, and amended awards.
- Identify the diverse types of notices, and what they should include. Demonstrate how to create, generate, and prepare a manual notice.
- Process updates using various systems, such as Paperless, MACADE, ICF, MBR, PHUS, and a variety of systems.
Tele Service Representative
Social Security Administration
Chicago, IL
09.2019 - 12.2022
- Mentor new hires; Assist a group of employees with helping the public.
- Interacting with customers via telephone by responding to and researching and resolving problems, concerns, customer requests while following SSA policies and procedures.
- Remained efficiently current on SSA policy changes. Actively checking Emergency and Administrative Messages and Policy Net for current information.
- Instruct individuals how to apply for benefits, check benefit status, and screening for benefits.
- Selected by Supervisor to lead/host virtual team celebrations, review of monthly E3 Newsletter keeping teammates updated with changes throughout SSA.
- Coordinated with FOs to resolve -scheduling conflicts and contacts for beneficiaries who are currently, potentially, and past applied for benefits.
- Interview the public, representatives, and/or beneficiaries to find the nature of their call. Provide knowledge and resolution while following policy, procedures, and regulations.
- Aid with completing benefit claims, such as RIB, Medicare, SSI, Auxilians, Survivor. Offer information recommending options, programs, and online services.
- Expert in using CHIP, PCOM, TSCOG, Emailer, Policy Net, CMPS, ELAS, Avaya, Workspace, Verint, etc.
Business Services Representative
Equifax
Alpharetta, GA
01.2018 - 01.2019
- Aided business customers by telephone and email as a primary contact for questions on general service inquiries, credit file questions, credit file format, orders placed, account setup, and log in issues while following policies and procedures.
- Initiative to remain knowledgeable on all products and services offered.
- Managed multiple browsers and applications including Salesforce, Oracle Remitco, Siebel, ePort.
- Openly accept any special projects and miscellaneous to broaden own abilities. Including, training new hires, and piloting new applications.
- Proactively targets and achieves results, overcome obstacles, ensures commitments to customers are met, support change, works systematically and efficiently.
Card Services, Fraud Specialist I
JPMorgan Chase
Elgin, IL
06.2013 - 10.2017
- Aided in Fraud Prevention and Risk Management, including analyzing accounts to minimize fraud in a high-volume outbound call center while delivering great customer service, problem solving, and prioritizing customer needs.
- Managed multiple browsers, multiple tabs, and window navigation.
- Helped with authenticating customers and proved ability to investigate Fraud application using Credit Bureau.
- Analyzed fraudulent activity matters by effective and efficient communication by using five keys.
- Received many awards and recognition from Team Leader for #1 Balanced Scorecard, Critical Policy & Procedures, Most Outbound Calls made, Most Fraud Found, Top Availability, Value Creation, Customer Service, and 5 Keys in Always be courteous and Professional, Do the Right Thing, Build Lasting Relationships, Own Customer Issues from start-to-finish, and Exceed Expectations.
Electronic Financial Services
JPMorgan Chase
Elgin, IL
08.2012 - 06.2013
- Responded to inbound service calls in a fast-paced, high-volume call center while exceeding expectations of call handle time of 1 minute and 40 seconds and exceeding expectations with over 150 accounts worked daily in a right fashion.
- Answer questions about the status of various accounts and address problems or complaints from customers over the phone.
- Maintained records of updated policies and procedures, and organizing and supporting calendars, including meeting calendars, and others as assigned by Supervisor.
- Resolving complex problems with the highest level of customer satisfaction and offering services and products.
- Demonstrate mastery of customer call service call scripts within specific time limits.
Education
ASSOCIATES IN BUSINESS MANAGEMENT - HUMAN RESOURCE MANAGEMENT
EASTERN GATEWAY COMMUNITY COLLEGE
STEUBENVILLE, OH05.2024
Skills
- Benefit processing
- Regulatory compliance
- Claims authorization
- Public communication
- Policy analysis
- Customer relationship management
Timeline
Benefit Authorizer
Social Security Administration
12.2022 - Current
Tele Service Representative
Social Security Administration
09.2019 - 12.2022
Business Services Representative
Equifax
01.2018 - 01.2019
Card Services, Fraud Specialist I
JPMorgan Chase
06.2013 - 10.2017
Electronic Financial Services
JPMorgan Chase
08.2012 - 06.2013
ASSOCIATES IN BUSINESS MANAGEMENT - HUMAN RESOURCE MANAGEMENT
EASTERN GATEWAY COMMUNITY COLLEGE