Shannon Walker

• Investigate and decide daily incoming claims using multiple systems and tools to resolve differences.
• Appropriately investigate/decision claims and interact with multiple business partners.
• Providing Customers with claim education, setting appropriate expectations or skillfully denying the claim.
• Crosstrain and perform additional back-office functions as needed.
• Interacts with multiple business partners to appropriately investigate and decision claim.
• Follows up with clients either verbally or through written communication.
• Educates and communicates claim decisions to clients.
• Records data captured during client interactions accurately.

Training SME

• ● Attracting new talent
• ● Retaining employees
• ● Collaborate with training team and managers with onboarding staffing for new hires
• ● Facilitate new hire training classes with HR benefits
• ● Assist with New hire referrals
• ● Maintain new hire spreadsheet and daily task
• ● Review Team requirements with new hires
• ● Review applicants pending for new hire training and technology
• ● Handle new hire disciplinary actions
• ● Create a safe work environment for training classes

Processed various transactions including mortgage and equity payoffs and charge offs. Completes the daily loan non-post report, reviews various systems reports for payment errors and corrects payment posting errors.
• Performed the booking of all new direct and indirect consumer loans and verified the accuracy of systems

input for all loans.
• Coordinated timely remittance of quarterly or semiannual real estate taxes for all escrow mortgage

accounts.
• Maintained the on-line title tracking system and performs all necessary follow up to obtain missing

certificates of title.
• Performed quality control on loan folders including consumer loans, overdraft accounts and home equity

loans and lines. Performed follow-up for missing documentation.
• Performed various tasks associated with preauthorized transfers internal and external on all loans. • Assisted

members with the processing of all necessary paperwork associated with disability and credit life insurance claims.

• ● Identified and resolved potential billing errors with medical service providers resulting in cost savings.
• ● Assist in claims processing for various claim groups administered by Zenith from diverse personnel
• ● Comprehension of benefit plans and procedures
• ● Tested the effectiveness of claim system conversions to validate the accuracy of claim system data andprocessing.
• ● Collated formal correspondence to respond to complicated regulatory complaints.
• ● Demonstrated ability to meet service and quality requirements while working remotely without directsupervision.●

• Managed the grant loss mitigation process in an amount exceeding$100,000.00 annually; led in operations and deduction management for company retrench.• Spearheaded efforts towards making recommendations for loan modification, loss mitigation option assessment, Deed in Lieu and short sale while providing viable options to homeowners. • Authoritatively directed liquidation pipeline for Fannie Mae and Freddie Mac which consists of accommodating 50 + loans on a monthly basis; Consistently achieves a 98% score in quality assurance and 1.5% error rate.