Tiffany Godwin
Lucama,NC
Summary
Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Income Maintenance position. Ready to help team achieve company goals.
Overview
18
18
years of professional experience
Work History
Income Maintenance Caseworker II
WILSON COUNTY DEPARTMENT OF SOCIAL SERVICES
09.2023 - Current
- Customer access center agent
- Receiving high volume of inbound phone calls, approximately 38-45 daily
- Completing outbound calls to outside resources in order to make referrals or to obtain collateral information.
- Key FNS , Family and Children and Adult Medicaid applications and recertification's
- Complete change requests for FNS, FCMED and AMED programs
- Enter, deleting and modifying information in NC FAST and Compass
- Accessing Online Verification Services and The Work Number to verify wages, citizenship and DOC hits.
- Accessing EBT edge to verify customers benefits on their card, when their new card was shipped and to which address.
- Submitting Special Investigation referrals when needed.
- Ensured client confidentiality through strict adherence to privacy policies when handling sensitive personal information.
- Assisted clients with completing complex forms and applications, ensuring accuracy and completeness of required information.
- Assist teammates with daily activities
- Maintain organized work area
- Expedited resolution of client concerns by addressing questions promptly or escalating issues to supervisors as needed.
- Intermittent training sessions to stay up to date with policies
- Enhanced client satisfaction by providing timely and accurate information regarding benefits eligibility and program requirements.
- Provided compassionate support to clients facing challenging life circumstances while helping them navigate the income maintenance system.
- Maintained up-to-date knowledge of federal, state, and local regulations governing income maintenance programs to ensure compliance.
- Operated computer and imaging equipment to retrieve and enter data into electronic case records.
- Ensure confidentiality with each call
- Identified potential instances of fraud or abuse within the income maintenance system by carefully reviewing case documentation for inconsistencies or discrepancies.
- Gathered information via telephone, mail, or in person from clients applying for assistance.
- Conducted thorough interviews with clients to assess their needs and determine appropriate services or referrals.
- Transfer operator calls to the correct department/caseworker
- Maintain Excel spreadsheets of incoming voicemails
- Download verification documents into secure state computer systems and assign to caseworker
- Interact with multiple departments to provide quality care for each customer.
Client Support Specialist
BB&T
01.2017 - 08.2023
- Initial point of contact for community bank employees for resolution of issues with commercial loans
- Delivered outstanding service to clients to not only maintain but to extend relationship for future business opportunities.
- Achieved high levels of customer satisfaction, consistently meeting or exceeding performance metrics.
- Remote access to assist in clearing outages, correct payment and billing issues, set up automatic payments, update client info, rebates and adjustments
- Proactively identified potential issues within client accounts, taking action to prevent escalations or disruptions in service delivery.
- Provided exceptional service to clients by understanding their unique needs and offering tailored solutions.
- Managed multiple tasks simultaneously, ensuring all deadlines were met without compromising quality standards.
- Provided excellent customer service by following up with clients, mailing out applications and responding to incoming calls.
- Verified basic needs are being met, providing navigation assistance for various benefits and available services.
- Interacted with team members across departments to research and resolve customer issues.
- Responded to all client inquiries and asked appropriate questions to facilitate resolution.
- Escalate unresolved calls to second level for research/resolution
- Provide loan calculations and adjustments
- Trouble shooting and provide thorough resolutions for any and all aspects of commercial loan servicing.
Collector
National Finance Company
07.2013 - 01.2017
- Processing Loan applications
- Processing of Credit Card payments
- Reduced outstanding debts by implementing strategic collections tactics and maintaining open lines of communication with customers.
- Filing Legal proceedings, in order to obtain judgments/repossessions
- Developed strong relationships with clients, fostering trust and facilitating successful account resolutions.
- Maintained accurate records of all collection activities, ensuring compliance with industry standards and regulations.
- Persistently reached out to customers with extremely past due accounts to recover lost revenue.
- Negotiated with account holders to devise repayment plans and minimize collections receivables.
- Provided excellent customer service during difficult conversations, defusing tensions while effectively collecting payments.
- Keying customer Credit applications
- Filing customers applications and documentation
- Maintained high volume of calls and met demands of busy and productive group.
- Accomplishments obtaining loan goals and collecting delinquent accounts.
Senior Assistant Manager
SECURITY FINANCIAL SERVICES
06.2011 - 07.2013
- Process credit applications and rate credit reports
- Determine credit limits based on application/credit reporting
- Make collection calls and home visits for delinquent accounts
- Process loans and renewals
- Solicit new and existing customers
- Manage/train new hires
- Maintain confidentiality of client's sensitive credit information
- Credit counseling/advising
- Maintain cash drawer/process cash/debit payments
- Oversaw daily operations, ensuring compliance with company policies and industry regulations while optimizing resources for maximum output.
- Cultivated a positive work environment by fostering teamwork, encouraging open communication, and celebrating individual achievements.
- Supported senior management by providing data-driven insights for strategic decision-making processes.
- Developed and implemented strategies for continuous improvement, resulting in increased operational effectiveness.
- Delivered top-notch customer service by addressing concerns promptly and maintaining open lines of communication with clients.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
Customer Service Manager/ Teller
Friendly Check
01.2006 - 01.2011
- Ordered daily supply of cash and counted incoming cash to verify accuracy
- Received cash and checks for deposit, verified amounts, and examined checks for endorsement
- Cashed checks and disbursed monies after verifying signatures, endorsements and member account balances
- Entered member and transactions data into computer and issued computer-generated receipts to customers
- Trained new employees by providing knowledge of specific store tasks and policies.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Kept accurate records to document customer service actions and discussions.
- Created and reviewed invoices to confirm accuracy.
Education
Beddingfield High School
Business Management -
Wilson Community College
Wilson08.2025
Skills
- Customer service experience
- HIPAA knowledge
- Verbal and written communication
- Relationship Building
- Schedule Management
- Eligibility Determination
- Policy Interpretation
- Effective communication skills
- Documentation and paperwork
- Application support
- Application Review
- Telephone Etiquette
- Program knowledge
- FNS Fast Experience
- OVS proficient
- The Work Number proficient
- Proficient in Microsoft Office, including, Word, Excel and Power Point
Timeline
Income Maintenance Caseworker II
WILSON COUNTY DEPARTMENT OF SOCIAL SERVICES
09.2023 - Current
Client Support Specialist
BB&T
01.2017 - 08.2023
Collector
National Finance Company
07.2013 - 01.2017
Senior Assistant Manager
SECURITY FINANCIAL SERVICES
06.2011 - 07.2013
Customer Service Manager/ Teller
Friendly Check
01.2006 - 01.2011
Beddingfield High School
Business Management -
Wilson Community College
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