Veronica Franklin
Hyattsville,Maryland
Summary
I provide world class customer service that includes 25 plus years' experience in collections. Health & Welfare care is also a strong asset to my credibility. My creativity and innovative thinking skills help me develop intelligent solutions to business problems. I consider myself a dedicated team player who can work well under pressure and consistently meet deadlines.
Overview
19
19
years of professional experience
Work History
Customer Service / Pension
Associated Administrators
Landover, USA
04.2024 - Current
- To provide customer service to participants, beneficiaries, union locals, and providers regarding eligibility, benefits, and claims status
- Maintains current knowledge of assigned Plan(s) and effectively applies knowledge in all job functions
- Provides written, verbal, or face-to-face customer service by responding to and documenting telephone and written inquiries in accordance with various Plan(s) benefits
- Updates files, including documenting system notes of conversations or action taken
- Performs tasks associated with the administration of retirement and health and welfare benefits such as; Processing and/or sending mailers or required forms as requested by members
- Processing and/or sending correspondence related to member or claims status
- Processing enrollments and updating member information in applicable system(s)
- Distributing communications related to regulatory requirements
- Initiates Action Requests to appropriate departments requesting adjustments to claims, retirement, and/or eligibility as necessary
- Follows up to ensure successful completion of Action Request
- Researches and resolves complex and technical issues and irregularities
- Performs other duties as assigned
- Maintains current knowledge of assigned Plan(s) and effectively applies that knowledge in the payment of claims
- Responds to inquiries from participants, beneficiaries, and union representatives regarding retirement benefits
Customer Service / Collections Representative
Toyota Financial Services
Baltimore, USA
09.2005 - 03.2024
- Company Overview: Office Relocation – Alpharetta, GA
- Provides written and verbal customer service by responding to and documenting telephone and written inquiries
- Updates files, including documenting system notes of conversations or action taken
- Developed and maintained working knowledge of internal policies, procedures, and services to appropriately address customer issues
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers
- Investigated and researched issues to determine root causes and appropriate resolution methods Early & Mid Stage / Skip Trace Collections
- Tracked and resolved discrepancies and past-due balances in accounts
- Monitored accounts and credit reports to identify delinquent and high-risk customers outstanding account balances for determination of collection process
- Monitored accounts and credit reports to identify delinquent and high-risk customers outstanding account balances for determination of collection process
- Guided development and implementation of business unit risk management processes
- Liaison between clients and vendors to foster strong relationships in working together to retrieve vehicle partnered with customers on long-range strategies, organizational goals, and initiatives to stay in their vehicles
- Assisted with mentoring new employees during and after training
- Responded to inbound communications via phone and email from customers, dealers, and insurance agents promptly and in a professional and service-oriented manner
- Taking ownership of calls, investigating, researching, and resolving various questions regarding insurance, credit, and payment status and providing appropriate response via telephone, e-mail, or written correspondence
- Researching unique customer requests using internal manuals, policies, and guidelines, and promptly reporting
- Help with getting with day to day questions
- Monitor calls
- Side by sides
- Office Relocation – Alpharetta, GA
References
Submitted Upon Request
Timeline
Customer Service / Pension
Associated Administrators
04.2024 - Current
Customer Service / Collections Representative
Toyota Financial Services
09.2005 - 03.2024
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