Tiffany Hall
Charlotte,NC
Summary
Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
12
12
years of professional experience
Work History
Sr. Case Coordinator
Lincoln Financial Group
Charlotte, NC
08.2021 - 09.2023
- Process increasingly complex data and financial transactions in accordance with established procedures and guidelines independently, in a timely manner and meeting departmental quality/production standards
- Ensure information is complete and in good order
- Creating and maintaining up to date procedural documentation as needed
- Communicating verbally and in written form effectively with applicable internal and external stakeholders to obtain increasingly complex needed information while maintaining a professional demeanor in all interactions
- Communicating regularly with management on recognized trends of issues and/or concerns
- Resolve increasingly complex customer contract discrepancies by investigating documentation and determining applicable adjustments
- Create new contracts as needed
- Provide customer service to internal and/or external stakeholders, recognizing what needs to be done to meet customer needs and demonstrate flexibility and responsiveness to meet customer needs
- Identify general issues/concerns and identify/recommend process improvements to positively influence the team and quality.
Technical Assistant Team Lead
Lincoln Financial Group
Charlotte, NC
04.2016 - 08.2021
- Effectively load and triage long and short term disability claims following prescribed workflow/procedures within established timeframes; maintaining daily claim assignment spreadsheets to coordinate with other TA’s assigning claims to appropriate case managers
- Provides direct guidance and assistance to claimants regarding claim processing procedures
- Administers timely and accurate answers to claimants’ inquiries, and thoroughly document questions and responses
- Facilitates telephone inquiries to claimants to determine their intent to pursue long-term disability benefits
- Creates correspondence and appropriate forms to claimants, follow up at pre-determined intervals
- Monitors customer inquiries and/or problems, alert management to potential issues, and handle escalations from management, team members, as well as internal and external customers
- Onboarded, trained, and oversaw 10 new employees in the insurance department.
STD Complex Case Manager
Liberty Mutual
Charlotte, NC
09.2014 - 04.2016
- Led the review and investigation, liability determination, and management of disability claims
- Applied the appropriate contractual provisions, legal guidelines, and case management resources, claims procedures, concepts, and protocols to risk manage claims
- Reviewed and assessed complex cases to determine best course of action.
- Exercised independent judgment in interpreting information and making decisions on claims
- Manage complex short-term disability claims depending on assignment
- Use Disability claim system to manage and pay claims while meeting all service, timeframe, and production standards.
Relationship Manager
Bank of America
Charlotte, NC
07.2011 - 08.2014
- Cultivated and maintained on-going customer relationships by providing exceptional and high-level customer service
- Managed a portfolio of over 100 delinquent loans by working with loan modification and disposition specialists to determine solutions that will cure the accounts delinquency in a timely manner
- Gave presentations to customers with various options such as Repayment plans, Special Forbearance, Modifications, Short Sale, Deed-in-lieu, or Foreclosure
- Key Responsibilities included: Responding to customer, investor (Freddie Mac, Fannie Mae, FHA, and VA), or other 3rd party inquiries such as agents and attorneys, researching, preparing, and/or procuring documentation, or analyzing requests in accordance with established guidelines and determining appropriate course of action.
Education
Bachelor of Arts -
University of Phoenix
05.2024
Skills
- Learning and Development
- Portfolio Management
- Business Administration
- Critical Thinking
- Tactical Decision Making
- Regulatory Compliance
- Risk Management
- Customer Service
- Resource Management
- Research and Analysis
Timeline
Sr. Case Coordinator
Lincoln Financial Group
08.2021 - 09.2023
Technical Assistant Team Lead
Lincoln Financial Group
04.2016 - 08.2021
STD Complex Case Manager
Liberty Mutual
09.2014 - 04.2016
Relationship Manager
Bank of America
07.2011 - 08.2014
Bachelor of Arts -
University of Phoenix