Summary
Overview
Work History
Education
Skills
Activities
Timeline
Generic

Valarie Wright

Middleburg,FL

Summary

Results-driven professional with a proven track record of delivering exceptional member service. Demonstrated adaptability and ability to embrace change while fostering a positive team culture. Strong interpersonal skills and collaborative mindset dedicated to motivating and building high-performing teams.

Overview

17
17
years of professional experience

Work History

Member Solutions Claims Specialist

Vystar Credit Union
Jacksonville, Florida
10.2021 - Current
  • Applied debits/credits, and reconciled loan deposits in general ledger
  • Manage charge-offs for member accounts, consumer loans, and negative share accounts with thorough preparation
  • Collaborated with repossession teams for collateral retrieval and filed proof of claim in probate cases
  • Acted as an intermediary between back-end and front-end representatives post-loan origination, ensuring a smooth and efficient customer experience
  • Daily reconciliation of VeriFone’s general ledger with PSCU payments
  • Managed refund requests and claims processing for ancillary products
  • Facilitated communication with various stakeholders on outstanding refunds, claims, and remittances
  • Initiate TruStage life, disability, and involuntary unemployment claims
  • Communicate with TruStage to follow up on missing payments and loan payoffs to prevent delinquency and reduce losses to VyStar
  • Collaborated with insurance entities to gather essential data for filing gap claims
  • Deceased account handling from start to finish, offering white glove service to grieving families, while maintaining VyStar standards
  • Offsetting accounts of deceased members and prepping deceased loans for early charge-off.
  • Processed payments for valid claims according to established procedures.
  • Facilitated communication between claimants, providers, attorneys, adjusters, employers, and other parties involved in a claim.
  • Maintained detailed records of all claim activities including notes about conversations with claimants or representatives.
  • Advised management on potential changes needed in policies or procedures based on findings from investigations.
  • Collaborated with other departments within the organization to resolve issues related to claims processing.
  • Performed quality assurance reviews on new hires' work product.
  • Developed training materials for staff members on best practices for handling different types of claims.

Mortgage loan Collector I

Vystar credit union
03.2021 - 10.2021
  • Conducted outreach to members regarding past-due mortgages and proposed solutions for delinquency
  • Managed Fannie Mae Mortgage Accounts per guidelines, following up regularly on delinquent accounts
  • Handled the Deceased queue, coordinating with estate representatives regarding property intentions
  • Processed unapplied balances attached to mortgages, verifying member preferences
  • Provided member hardship request information and documentation for management consideration.

Relationship specialist I & II

Vystar credit union
08.2015 - 03.2021
  • Assisted members with refunds, claims, and inquiries related to GAP, IWS & CUNA products
  • Provided personalized service to clients in order to build relationships and maintain customer loyalty.
  • Assisted customers with inquiries and complaints, resolving issues promptly and professionally.
  • Executed transactions in compliance with regulations and provided information to surviving parties of deceased account holders
  • Opened various types of accounts and processed loan applications
  • Worked collaboratively in a team environment, effectively balancing individual and team responsibilities
  • Negotiated repayment plans and followed up with members to ensure adherence.
  • Ensured accurate processing of customer requests, including account changes, payments, and product orders.
  • Generated leads by making outbound calls and emails to prospects.
  • Responded quickly and efficiently to incoming calls from existing customers seeking assistance or advice.
  • Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
  • Drove customer escalations to resolution by engaging directly with clients.

CUSTOMER SERVICE, DISPATCH, BULK BILLING, INSIDE SALES, RETAIL SALES

COMCAST / XFINITY
01.2008 - 08.2015
  • Handled Dispatch Operations: Coordinated and managed technician scheduling, ensuring timely responses to service requests and optimizing daily routes for efficiency
  • Customer Service: Managed high volumes of customer inquiries, providing support for technical issues, billing concerns, and service disruptions
  • Consistently met and exceeded service-level agreements (SLAs) for response time and resolution
  • Inbound Sales: Successfully converted service inquiries into sales opportunities by upselling and cross-selling Xfinity products and services, consistently achieving or surpassing sales targets
  • Retail Sales Assistance: Provided product recommendations and technical expertise to walk-in customers, supporting in-store sales and maintaining positive customer experiences
  • Escalation Management: Handled escalated calls professionally, ensuring customer concerns were addressed effectively and efficiently to retain customer loyalty.

Education

Current Enrollment -

Florida State College at Jacksonville
09.2024

High School Diploma -

Robert E. Lee
05.2005

Skills

  • Acting Team Lead
  • Escalation Management
  • Collaboration & Coordination
  • Coaching & Mentorship
  • Decision-Making
  • Communication & Feedback
  • Leadership in Problem-Solving
  • Team Development
  • New Policies Processing
  • Interpersonal Skills
  • Task Prioritization

Activities

  • Credit Union Education Program
  • Future Fit Mentoring Program
  • Parents Are Leaders (PALs) VRG Group
  • Aspiring Leaders Learning Program

Timeline

Member Solutions Claims Specialist

Vystar Credit Union
10.2021 - Current

Mortgage loan Collector I

Vystar credit union
03.2021 - 10.2021

Relationship specialist I & II

Vystar credit union
08.2015 - 03.2021

CUSTOMER SERVICE, DISPATCH, BULK BILLING, INSIDE SALES, RETAIL SALES

COMCAST / XFINITY
01.2008 - 08.2015

Current Enrollment -

Florida State College at Jacksonville

High School Diploma -

Robert E. Lee
Valarie Wright