Ramona Ingram
Tampa,FL
Summary
Results-driven Claims and Collections Professional with expertise in mortgage processing and a deep understanding of financial regulations. Proven track record in delivering exceptional customer service and mentoring teams, enhancing overall performance. Strong analytical skills enable effective problem-solving while ensuring accuracy and compliance in all operations.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Insurance Representative
USAA - P&C Auto Insurance IP I
11.2021 - Current
- Enhanced client satisfaction by educating on coverage options and policy details.
- Streamlined claims processing, ensuring adherence to company and regulatory standards.
- Managed client relationships effectively using CRM software for improved communication.
- Secured necessary deposits and finalized sales to enhance revenue generation.
- Refined client retention strategies by analyzing customer feedback and service delivery.
- Negotiated competitive pricing with carriers, ensuring high-quality coverage for clients.
Claims and Fraud Operations Specialist II
Santander Bank
02.2020 - Current
- Promoted to current position within six months of joining organization.
- Analyzed fraud trends, contributing to rule refinement and discrepancy research.
- Prepared documentation for bonded claims and un-bonded charge-off recommendations.
- Entered fraud cases into management system, reviewing reports for unauthorized activities.
- Developed and maintained policy manuals, registration, and licensing documents effectively.
- Completed governmental reports, collaborating with law enforcement to report suspicious activity.
Collections Specialist
First Citizens Credit Union Administration Office
11.2017 - 12.2018
- Enhanced client account records by updating financial transactions and inquiries.
- Conducted research on debt repayment timelines and available funding options.
- Resolved customer complaints and verified financial transactions for accuracy.
- Collected financial information through client interviews to address outstanding issues.
- Clarified debt management program rules and ensured compliance with established policies.
Mortgage Service Specialist II
HSBC Bank
02.2012 - 06.2017
- Established payment arrangements for customers on charged-off accounts.
- Evaluated financial documentation to assess loan feasibility and applicant credit.
- Facilitated short sales and deeds in lieu to avoid foreclosure for clients.
- Outlined loan options and terms clearly for customer understanding and decision-making.
- Verified completeness of loan agreements to ensure adherence to policy standards.
- Resolved customer complaints effectively, implementing appropriate corrective actions.
Education
Tampa Bay Technical Center
Tampa, FLGED -
Bristol Community College
Fall River, MAAssociate of Science - Business Administration
Hillsborough Community College
Tampa, FL04-2027
Skills
- Client needs analysis
- Goal-oriented mindset
- Problem-solving
- Teamwork and collaboration
- Negotiation abilities
- Multitasking Abilities
- Excellent communication
- Critical thinking
- Adaptability and flexibility
- Verbal and written communication
- Self motivation
- Customer complaint resolution
Certification
- Anti-Money Laundering Certified
- Americans with Disabilities Act (ADA) Certified
- Reputation Risk Certified
Timeline
Insurance Representative
USAA - P&C Auto Insurance IP I
11.2021 - Current
Claims and Fraud Operations Specialist II
Santander Bank
02.2020 - Current
Collections Specialist
First Citizens Credit Union Administration Office
11.2017 - 12.2018
Mortgage Service Specialist II
HSBC Bank
02.2012 - 06.2017
Tampa Bay Technical Center
GED -
Bristol Community College
Associate of Science - Business Administration
Hillsborough Community College