Tammy Feider
Acuity Insurance
Waldo,WI
26
years of professional experience
Experienced billing and customer service professional with a strong background in account reconciliation, payment processing, and resolving complex billing issues. Known for accuracy, clear communication, and dependable support in high-volume environments.
Detail-oriented professional with extensive experience in billing, loan servicing, and account management. Skilled in customer communication, discrepancy research, and billing procedures. Proven ability to improve workflows, reduce errors, and support cross-functional teams while maintaining strong customer relationships.
Results-driven billing and servicing specialist with deep experience in account reconciliation, collections support, and customer issue resolution. Strong problem-solving skills, attention to detail, and calm professionalism help maintain accuracy and service quality. Focused on improving processes and delivering reliable customer support.
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Work History
Billing Customer Service Representative
3 Years 5 Months- Resolved billing inquiries and payment questions with accurate, courteous customer service.
- Processed premium payments, refunds, and account updates in policy systems.
- Explained billing statements, installment plans, and invoice details to policyholders.
- Investigated account discrepancies and corrected billing errors promptly.
- Documented customer interactions and billing resolutions for consistent follow-up.
- Collaborated with underwriting and accounting teams to resolve complex account issues.
- Assisted customers with electronic payment options, due dates, and balance inquiries.
- Maintained accuracy while handling high-volume billing requests and account adjustments.
- Streamlined billing processes for improved efficiency and reduced errors.
- Monitored delinquent accounts and initiated collections actions when necessary, recovering outstanding balances while maintaining positive customer relationships.
- Supported cross-functional projects focused on process improvements within the Billing Department, leading to increased operational efficiency.
- Reconciled discrepancies between billed amounts and actual charges, improving overall accuracy of invoices.
- Enhanced customer satisfaction by promptly addressing billing inquiries and resolving disputes.
- Actively participated in ongoing professional development opportunities, staying current with industry trends and emerging technologies related to billing systems.
- Developed personalized payment plans for customers experiencing financial difficulties, resulting in increased customer retention.
- Contributed to a positive work environment by actively engaging in team-building activities and maintaining open lines of communication with colleagues and supervisors.
- Provided backup support for other Customer Service Representatives during peak periods or staff absences, ensuring uninterrupted service to customers.
- Collaborated with team members to achieve monthly service targets and maintain high-quality standards.
- Maintained a strong knowledge of industry regulations and best practices relating to billing procedures, providing expert guidance when needed.
- Updated customer records with accurate billing information, preventing future disputes and delays in payment processing.
- Efficiently managed high-volume workloads under tight deadlines, consistently meeting performance expectations without sacrificing quality or attention to detail.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Promptly responded to inquiries and requests from prospective customers.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Identified and resolved discrepancies and errors in customer accounts.
- Sought ways to improve processes and services provided.
Loan Processor
22 Years 3 Months- Processed loan payments, escrow adjustments, and payoff quotes with accuracy
- Reviewed delinquent accounts and coordinated repayment solutions with borrowers
- Maintained servicing records, balancing, and account documentation across loan portfolios
- Resolved payment discrepancies by researching transactions and correcting account histories
- Interpreted loan documents to answer servicing inquiries and support compliance requirements
- Trained new staff on servicing procedures, system navigation, and quality standards
- Monitored workflow queues to prioritize aging tasks and reduce processing delays
- Recommended process improvements to strengthen accuracy, consistency, and borrower service
- Facilitated smooth loan transactions, coordinating with title companies, escrow agents, and other stakeholders throughout the process.
- Streamlined internal communication channels to enhance collaboration among loan servicing teams.
- Maintained compliance with federal regulations, staying current on industry changes and adjusting procedures accordingly.
- Expedited payment processing by leveraging automated systems and working closely with the finance department.
- Maintained strong relationships with external partners such as mortgage brokers, real estate agents, and appraisers to facilitate successful loan transactions.
- Enhanced customer satisfaction by addressing and resolving loan servicing inquiries in a timely manner.
- Improved operational efficiency by streamlining loan servicing processes and implementing best practices.
- Ensured accurate reporting of performance metrics to management, allowing for informed decision-making related to portfolio management strategies.
- Supported portfolio growth by assisting in the boarding of new loans and ensuring accuracy of loan data.
- Managed risk by conducting thorough reviews of borrower financial statements and credit reports.
- Identified areas for improvement within existing workflows resulting in increased efficiency and accuracy.
- Collaborated with legal counsel during foreclosure proceedings, providing necessary documentation and support throughout the process.
- Increased borrower retention through excellent customer service and clear communication of available options for struggling borrowers.
- Contributed to team success, collaborating with colleagues to manage complex loan portfolios effectively.
- Reduced delinquencies with proactive borrower communication and tailored payment plans.
- Prepared loan documents and explained terms to clarify loan conditions and requirements with applicants.
- Stayed up to date on loan regulation changes, processing loan applications in compliance with current laws.
- Contacted customers via mail, telephone and email to relay acceptance or rejection of applications.
- Affirmed loan document accuracy to protect lenders from potential fraud.
- Tracked loan status and updated applicant information to inform lenders of changes to applicants' financial situation.
- Calculated, reviewed and corrected errors on interest, principal and closing costs.
Education
High School Diploma
Skills
Invoice processing
Payment processing
Sales support
Teamwork
Teamwork and collaboration
Customer service
Problem-solving
Problem-solving skills
Time management
Attention to detail
Problem-solving abilities
Multitasking
Multitasking Abilities
Calm and professional under pressure
Reliability
Excellent communication
Computer skills
Understanding customer needs
Customer service excellence
Organizational skills
Team collaboration
Calm under pressure
Active listening
Effective communication
Adaptability and flexibility
Verbal and written communication
Decision-making
Problem resolution
Money handling
Teamwork skills
Relationship building
Customer relations
Phone etiquette
Microsoft office
Call center experience
Team building
Data entry
Task prioritization
Stress tolerance
Self motivation
Product knowledge
Analytical thinking
Work prioritization
Conflict resolution
Information gathering
Issue and complaint resolution
Account reconciliation
Administrative and office support
Resourcefulness
MS office
Complaint resolution
Record keeping
Time management abilities
Quality assurance
Billing procedures
Customer data confidentiality
Customer retention
Inbound call management
Policies and procedures adherence
Professional demeanor
Cultural sensitivity
Document and records management
Order processing
Customer education
Timeline
Billing Customer Service Representative
Acuity Insurance
05.2023 - CurrentRead More
Loan Processor
Waldo State Bank
01.2001 - 04.2023Read More
Random Lake High School
High School Diploma
Read More