Regina Muniz
Buckeye,AZ
Summary
Experienced Veterans Benefits Administration (VBA) Legal Administrative Specialist (Contact Representative), GS-9, with extensive knowledge of VA disability compensation, pension, education, burial, and ancillary benefit programs. Demonstrated ability to analyze claims-related information, research electronic veteran records, identify discrepancies and missing evidence, interpret VA laws and regulations, explain benefit determinations and claims requirements, and provide accurate guidance to veterans, dependents, survivors, and accredited representatives. Recognized for sound judgment, analytical thinking, attention to detail, and providing exceptional customer service standards while supporting the claims process in a high-volume federal environment.
Overview
4
4
years of professional experience
Work History
Legal Administrative Specialist (Contact Representative), GS-9
Department of Veterans Affairs, Veterans Benefits Administration
07.2022 - Current
- 40 Hours Per Week; Supervisor: Jonathan Hatter
- Provide technical assistance to veterans, dependents, survivors, fiduciaries, congressional offices, and accredited representatives regarding disability compensation, pension, education, burial, and ancillary VA benefit programs.
- Analyze electronic claims records and information contained in multiple VA systems to determine claim status, verify evidence received, identify discrepancies, and explain required actions necessary to continue claims processing.
- Research complex claims inquiries by reviewing electronic records, applicable regulations, policy guidance, and procedural manuals to ensure accurate responses and consistent application of VA policy.
- Interpret and explain federal laws, VA regulations, eligibility requirements, claims procedures, and evidence requirements to assist claimants in understanding claims development and benefit determinations.
- Review documentation submitted in support of benefit claims to identify missing, incomplete, inconsistent, or conflicting evidence and advise claimants regarding additional documentation required for their claims development.
- Evaluate claim-related information, exercise independent judgment, and determine appropriate referrals for additional development or specialized review by Veterans Service Representatives and Rating Veterans Service Representatives.
- Explain claim status, development actions, evidence requests, and procedural requirements while maintaining professionalism and ensuring exceptional customer service.
- Prepare accurate documentation of claimant contacts, actions taken, and information provided while maintaining compliance with Privacy Act, records management, and information security requirements.
- Collaborate with Veterans Service Representatives, Rating Veterans Service Representatives, medical facilities, and other VA personnel to facilitate timely development and processing of veterans' claims.
- Resolve complex customer inquiries involving multiple VA benefit programs through analysis of available evidence, application of VA regulations, and sound problem-solving techniques.
- Consistently meet or exceed production, quality, and timeliness performance standards in a high-volume federal claims environment.
- Maintain current knowledge of changes to VA regulations, procedures, M21-1 guidance, and benefit programs through mandatory training and continuous professional development.
Education
HS-Diploma -
Ironwood Highschool
Skills
- Microsoft Office
- VA Enterprise Systems
- VBMS
- CRM-UDO
- Microsoft Teams
- Outlook
- Caseflow
- Centralized Mail Portal
- DOMA EMMS
TECHINICAL SKILLS
- Veterans Benefits Administration Operations
- Disability Compensation Claims
- Pension Benefits
- Claims Development
- Evidence Review
- Benefit Eligibility
- Federal Laws and Regulations
- VA Policies and Procedures
- Veterans Benefits
- Claims Documentation
- Customer Service
- Oral and Written Communication
- Problem Solving
- Quality Assurance
TRAINING
- VBA New Employee Training
- Annual Privacy and Information Security Training
- VBA Claims and Benefits Training
- Customer Experience Training
Timeline
Legal Administrative Specialist (Contact Representative), GS-9
Department of Veterans Affairs, Veterans Benefits Administration
07.2022 - Current
HS-Diploma -
Ironwood Highschool