Shakayla Thompson

• Resolve concerns between owners, tenants and the Public Housing Authority (PHA)
• Conduct participant briefings as needed
• Provide excellent customer service to participants, landlords, co-workers, clients and vendors
• Conduct all job functions in alignment with the PHA’s Administrative Plan, HUD regulations and other state and local requirements
• Conduct eligibility and intake activities for program applicants & participants
• Conduct annual/interim recertification's within required time frames
• Process and monitor participant moves to a new dwelling, including portability
• Process all transactions within the PHA’s required business systems and procedures
• Granted, modified, denied, or terminated assistance based on key information and eligibility determination.
• Entered client information and files into databases for further review and tracking.
• Gathered financial information from clients regarding income, assets and debts.
• Reviewed applications to verify client information and resolve discrepancies.

• Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services.
• Opened, closed and updated accounts for customers.
• Provided advice on different bank products and financial options.
• Process disputes/fraud claims
• redeem card member rewards
• complete balance transfers
• Opened, closed and updated accounts for customers

• Entered client details and notes into system for interdepartmental access and review.
• Processed debtor payments and updated accounts to reflect new balance.
• Worked with customer to create debt repayment plan based on current financial condition.
• Listened to customers and negotiated solutions that met creditor and debtor needs.
• Review and research accident claims to investigate possible leads

• Bill no-fault and third-party liability carriers when appropriate

• Requests documentation from insurance representatives when no nofault insurance exists

• Review and research insurance claims to determine possible payment sources

• Contact various sources including insurance professionals, patients, and other parties to verify relevant data

• Request appropriate information, both verbally and written, from appropriate parties to ensure proper claim disposition

• Maintain and update payors on denied claims

• Ensure that appropriate billing guidelines and standards are met based on payor and/or state

• Make written or verbal appeals to payers on denied claims

• Obtain claim status and gathering supporting documentation to submit appeals

• Answer a high volume of inbound calls from applicants, voucher program participants, Public Housing residents, and any other callers that are directed to the call center
• Promptly respond to all inquiries regarding program information,
• Houston Housing Authority procedures, waiting list information, Houston
• Housing Authority events, other services, etc
• Provide a high level of customer service by interacting with callers in a professional and courteous manner
• Document calls and inquiry resolution by entering accurate and detailed notes into the electronic system of record according to the Call Center Manager's guidelines
• Use the electronic system of record to research client inquiries
• Resolve calls upon first contact with the client
• Communicate with other Houston
• Housing Authority employees via email to follow-up on client requests, or to relay any issues outside of the scope answerable by the Customer Service
• Representative position
• Maintain client confidentiality
• Perform a variety of clerical duties pertinent to Houston Housing Authority
• Operations
• Perform other related duties as assigned
• Make outgoing calls when needed to
• Houston Housing Authority participants and landlord

• Select the correct products or assist customers in making product selections, based on customer needs, product specifications on, and application regulations
• Performs wide range of services including document preparation, account servicing/maintenance (account reconciliation, address change, stop payments, account closings, transfers, processing check orders), and problem resolution
• Provide feedback to product design teams so that products can be tailored to clients' needs
• Receive payments and record receipts for services
• Additional skills
• Excellent oral and written communication skills
• Debt Collection Procedures
• Skip Tracing
• Negotiation and Resolution
• Payment processing
• Annual recertification processing
• Data entry