Twila Lee
Birmingham
Summary
Detail-oriented professional driven to resolve claims fairly while representing interests of employer. Conducts thorough and informed investigations, precisely evaluates losses and negotiates settlements that satisfy diverse parties. Builds and maintains professional and productive relationships and works to understand potentially conflicting points of view.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Detection & Investigative Analyst Lead
PNC Bank, NA
09.2022 - Current
- Managed a high volume of claims effectively by prioritizing tasks and maintaining excellent organizational skills.
- Enhanced customer satisfaction with timely communication, empathy, and clear explanations of claim outcomes.
- Developed strong working relationships with external partners such as adjusters, legal counsel, and medical professionals to facilitate efficient claim resolution processes.
- Settled complex claims fairly by applying critical thinking, negotiation skills, and detailed knowledge of insurance policies.
CSR II
Wells Fargo
01.2016 - 09.2022
- Provide guidance for banker to be successful in Quality Assurance
- Assist customers with the tools they need to succeed financially
- Assist with online access or troubleshooting when necessary
- Basic Microsoft Office skills
- Good verbal, written, and interpersonal communication skills
- Ability to work effectively, as well as independently, in a team environment
- Strong attention to detail and accuracy skills
- Banking finance experience
- Ability to execute in a fast paced, high demand, environment while balancing multiple priorities
- Intermediate Microsoft Office skills
- Basic computer skills including the ability to navigate multiple windows, applications, and utilize search tools to find information
- Ability to navigate multiple computer screens while working on the phone
- Excellent verbal, written, and interpersonal communication skills
- Experience assessing and meeting the needs of customers
- Customer service focus with the ability to listen to customer needs and recommend solutions
- Ability to work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are important
- Debit card experience
- Knowledge and understanding of regulatory compliance requirements surrounding Regulation E
- Knowledge and understanding of regulatory compliance requirements surrounding Regulation CC or DD
- Fraud After Hours Specialists
- Hogan experience
- Knowledge and understanding of financial crime, fraud, or risk management
- Ability to identify potential fraud/risky accounts and take appropriate action to prevent loss
- Ability to make timely and independent judgement decisions while working in a fast-paced and results-driven environment
Customer Service Representative
Blue Cross Blue Shield
11.2015 - 01.2016
- Under supervision, this position is responsible for working on the phone all day in a call center to assist members and physicians by responding to telephone and written inquiries in a prompt, accurate and objective manner
- Duties include: conducting research; spends approximately 90 of the scheduled time on the phone according to business need
Medical Collector
ARC Management Group
03.2015 - 07.2015
- Personalized services to our clients, and a commitment to the highest level of service
- Collect on past due loans
- Set up payment arrangements to avoid collections activity and avoiding a negative impact on their credit
- Specialties: First Party Medical, Consumer Collections, Legal Action, Sell Debt, Commercial Collections, Financial Services, Pre-Litigation Legal Collections, Post Judgement Collections, Risk Management Strategy
Account Manager
Green Tree
01.2014 - 12.2014
- Negotiate payment arrangements to keep them in their home
- Skip trace to locate borrowers
- Manage 30,60,90 day level accounts
- Carval - Car loans 30,60,90 day levels
- I received Collector Of The Month for March
Phone Banker II
Wells Fargo
08.2012 - 01.2014
- Post and input data against source documents into a financial system
- Ensure that staff time and attendance was recorded and coded correctly within appropriate electronic timekeeping system
- Review accounting documents and transactions to ensure proper supporting documentation has been submitted
- Retrieved and compiled data, transferred files, and maintained an automated control system for projects, documents, and reports using various software programs, databases, and tracking systems
- Review, compare, and balance accounts on a monthly basis
- Maintained monthly reconciliations of the general and subsidiary accounts to ensure that the basic accounting data and computerized and manual records were in balance
- Good daily customer service contact by phone to discuss accounting issues
- Analyzed and made proper billing adjustments on customer statements
- Assessed, and reviewed statements for accuracy
- Keyed and coded payments into billing system
Financial Care Rep II
T-Mobile USA
08.2007 - 07.2012
- Collect payments by electronic means
- Provide customer service by phone to discuss billing issues
- Analyzed and made proper billing adjustments on customer statements
- Assessed, and reviewed billing statements for accuracy
- Keyed and coded payments into billing system
Team Leader
Sitel Corporation
06.1999 - 08.2007
- Assisted with related activities such as escalations, customer follow-ups, or similar duties
- Conducted a variety tasks which may include providing representative support, coaching sessions, tracking various record changes, reports discrepancies
- Trained and mentored employees on daily operations
- Answered questions and provides over the phone technical assistance
- Entered transaction data on system terminal, consults database to check status of accounts or verify information when necessary
Education
Diploma - Academics
Wenonah high
Birmingham, ALSkills
- Customer Service
- CSR
- Call Center
- Customer Care
- Microsoft Word
- Excel
- PowerPoint
- Outlook
- Access
- Adobe Print
- Written and Oral Communication
- Problem Solving
- Technical
- Leadership Skills
Certification
Driver's License
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Detection & Investigative Analyst Lead
PNC Bank, NA
09.2022 - Current
CSR II
Wells Fargo
01.2016 - 09.2022
Customer Service Representative
Blue Cross Blue Shield
11.2015 - 01.2016
Medical Collector
ARC Management Group
03.2015 - 07.2015
Account Manager
Green Tree
01.2014 - 12.2014
Phone Banker II
Wells Fargo
08.2012 - 01.2014
Financial Care Rep II
T-Mobile USA
08.2007 - 07.2012
Team Leader
Sitel Corporation
06.1999 - 08.2007
Diploma - Academics
Wenonah high