Rebecca Backus
Springfield
Summary
I am constantly learning improving in every role I take. I'm willing to put forth maximum effort in any task I am taking. Authorized to work in the US for any employer
Overview
28
28
years of professional experience
1
1
Certification
Work History
Warranty Claims Specialist
IGS Energy
05.2021 - 11.2025
- Assisted in processing claims by collecting necessary documentation and verifying accuracy of information. Processed customer reimbursements efficiently. Handled claims calls and facilitated approval of contractor repairs.
- Facilitated analysis of claim submissions to identify discrepancies and uphold policy compliance.
- Mastered industry-specific software to enhance claims management and streamline tracking of pending cases.
- Facilitated collaboration with colleagues to address customer inquiries related to claim status and procedures.
- Facilitated training sessions to deepen knowledge of claims processes and best practices.
- Streamlined record maintenance for all claims filed, ensuring efficient access for audits and reviews.
- Facilitated team discussions to enhance claim processing workflows.
- Elevated customer satisfaction through timely communication, empathetic interactions, and clear explanations of claim outcomes.
- Resolved complex claims through application of critical thinking, negotiation skills, and comprehensive knowledge of insurance policies.
- Resolved customer inquiries by proactively following up on outstanding issues.
- Delivered exceptional customer service by demonstrating empathy and support in high-pressure situations.
- Ensured accuracy of records through meticulous updates of claim files and timely submission of required documentation.
- Optimized documentation workflow to expedite claim resolution processes.
Senior Collection Specialist U.S. Department of Ed
Reliant Capital Solutions
01.2018 - 03.2020
- Managed high-volume collections accounts to ensure timely payments and reduce outstanding receivables.
- Developed and implemented effective collection strategies that enhanced cash flow and minimized delinquencies.
- Trained and mentored junior staff on best practices in collections processes and customer interactions.
- Analyzed account histories to identify trends, improving recovery rates through targeted follow-up actions.
- Managed a high-volume portfolio, ensuring timely follow-ups and accurate record-keeping for optimal results.
- Maximized efficiency by utilizing advanced software tools to automate routine tasks and streamline workflows.
- Negotiated settlements with debtors, achieving mutually beneficial resolutions while maintaining professional relationships.
- Maintained strict compliance with federal regulations and industry best practices to ensure ethical collection practices at all times.
- Researched accounts and completed due diligence to resolve collection problems.
- Processed payments and applied to customer balances.
- Counseled debtors on payment options and arranged installment agreements.
- Used skip tracing and other techniques to locate debtors.
- Maintained accurate records of customer accounts, payments and payment plans.
- Developed and documented collection procedures and policies to comply with government regulations.
Senior Collections Specialist
TSI
02.1998 - 10.2017
- Managed complex collections cases, ensuring timely resolution and compliance with regulations.
- Developed and implemented strategies to enhance collection efficiency and client engagement.
- Analyzed account data to identify delinquency trends and optimize collection efforts.
- Mentored junior staff on best practices in collections management and customer relations.
- Resolved escalated customer inquiries, fostering positive relationships while maintaining company standards.
- Analyzed financial data to develop customized payment plans suited to individual debtor circumstances while still aligning with company objectives.
- Worked in call center environment handling manual and automatically dialed outbound calls.
Education
High school diploma/ GED - undefined
Skills
- Microsoft Powerpoint
- Computer literacy
- Sales
- Customer support
- Claims Specialist (3 years)
- Customer service (10 years)
- Phone etiquette
- Customer relationship management
- SaaS
- Telemarketing
- Client services
- Communication skills
- Computer skills
- Microsoft Outlook
- Microsoft Office
- Microsoft Word
- Typing
- Financial services
- Student Loan Collections (10 years)
- Negotiation
- SharePoint
- Organizational skills
- Analysis skills
- Continuous improvement
- Writing skills
- SOX
- Conflict management
- English
- CRM Software
- Microsoft Excel
- Cash handling
- Data entry
- Account Management
- Marketing
- Upselling
- Time management
Certification
Driver's License
Timeline
Warranty Claims Specialist
IGS Energy
05.2021 - 11.2025
Senior Collection Specialist U.S. Department of Ed
Reliant Capital Solutions
01.2018 - 03.2020
Senior Collections Specialist
TSI
02.1998 - 10.2017