Pamela Brown
Fenton,MO
Summary
Experienced Financial Billing Rep with over 25 years of experience employee seeking Phone Receivables Analyst position. Offering excellent communication and good judgment, with in-depth knowledge of Safeco personal lines processes and systems, knowledge obtained working for both Safeco and LM Business Lines would be used to mentor, lead and coach members of the team also to be a subject matter expert across various stakeholder groups.
Overview
28
28
years of professional experience
Work History
Senior Financial Billing Representative
LIBERTY MUTUAL INSURANCE
06.2021 - Current
- Provide support to Business Lines internal phone representatives and continue to support personal Safeco representatives as dual SME
- Coach Tier 1 Representatives on Standard Work and best practices so representative can effectively communicate status of account and provide available billing options and/or next steps to the caller
- Perform complex transactional work between calls research payments in multiple vendor systems. De escalate and resolve escalated phone calls
- Monitor peer support group chat and answer inquiries based on Standard Work and in depth systems knowledge
- Facilitate BSC huddles for BL and Safeco
Financial Billing Rep
Safeco/ Liberty Mutual
03.1997 - 06.2021
- Provided support to internal phone representatives as Safeco subject matter expert averaging 50 interactions daily
- Identified training gaps through tier 1 interactions and brought back to team for review and discussion
- Processed billing adjustments and fee waivers from webform requests. Reviewed and solved account and billing discrepancies requiring system and technical expertise
- Mentored junior representatives and performed peer to peer training to fill knowledge gaps
- Participated in RCPS sessions: examples - Refund process for non Safeco customers, updating call criteria, streamlining special handling flag process
Education
High School Diploma -
West County Technical High School
St Louis, MO05.1984
Skills
- Job Training
- In depth knowledge of Safeco Billing Systems
- Liberty Mutual Business Lines Billing system
- Working knowledge to pull reports in Power Bi
- Excel
- J P Morgan payment processing system
- Microsoft Office
- Phone Calls
- Customer Experience
- Process Improvements
- Web Forms
Timeline
Senior Financial Billing Representative
LIBERTY MUTUAL INSURANCE
06.2021 - Current
Financial Billing Rep
Safeco/ Liberty Mutual
03.1997 - 06.2021
High School Diploma -
West County Technical High School
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