Viana Neal
Jacksonville
Summary
Results-driven financial services and claims professional with experience in loan processing, insurance claims, and customer relations. Proven ability to manage high-volume workloads, resolve complex financial cases, and collaborate cross-functionally with lenders, insurance companies, and clients. Recognized for leadership, accuracy, and consistently exceeding performance metrics. Strong communicator with a focus on customer education, process improvement, and team success.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Insurance Adjuster / Loan Processing Specialist
Credit Acceptance Corporation
Jacksonville, FL
04.2024 - Current
- Conducted thorough investigations into claims discrepancies, ensuring accurate resolution and compliance with regulations.
- Mentored junior staff in industry best practices, enhancing team knowledge of loan processing protocols.
- Maintained compliance with state regulations and industry standards throughout all aspects of the claims process.
- Maximized customer satisfaction by resolving complex claim issues promptly and professionally.
- Managed a high-volume pipeline of loans, consistently meeting deadlines and maintaining accuracy in documentation.
Title Procurement Clerk
Copart
Alorton, IL
10.2021 - 04.2024
- Process and perfect vehicle titles for insurance and financial institutions nationwide
- Managed high-volume inbound/outbound communication
- Reviewed loan documentation meticulously, ensuring compliance with industry standards and state regulations.
- Managed high-volume title requests efficiently, consistently meeting deadlines while maintaining attention to detail.
Title Specialist III/Verification 0f Employment
JPMorgan Chase / Mphasis
Jacksonville, FL
11.2019 - 10.2021
- Verified employment and financial records, enhancing the accuracy of loan processing and approval workflows.
- Conducted comprehensive evaluations of documentation for compliance, mitigating risks in lending operations.
- Coordinated with cross-functional teams to streamline verification processes, improving response times and client satisfaction.
- Reduced invoice processing time with efficient data entry and verification of accounts payable transactions.
Social Media Content Analyst
Genpact
Jacksonville, FL
01.2017 - 11.2019
- Reviewed online content for compliance and quality standards
- Enhanced content quality by conducting thorough research and analysis of industry trends.
- Reviewed data trends to identify areas for process improvement, streamlining content evaluation workflows effectively.
Quality Assurance Analyst
Maximus
Jacksonville, FL
12.2015 - 11.2017
- Evaluated customer service calls for quality and compliance
- Produced performance reports and scoring metrics
- Monitored ongoing performance metrics, providing actionable insights to enhance team productivity and customer satisfaction.
- Performed root cause analysis on quality issues, implementing corrective actions that minimized repeat discrepancies in claims.
Education
High School Diploma -
Twiggs County High School
Jeffersonville, GA05-2014
Surgery Sterile Technician -
Florida State College
Jacksonville, FL2028
Skills
- Loan Processing
- Customer service
- Active listening/ Attention to detail
- Problem-solving
- Claims processing
- Quality control
- Highly motivated
- Data analysis
- Claims Handling
- Customer Service
- Microsoft Office & Excel
- Verbal and written communication
Certification
- Certified in Customer Service
- Certified in Leadership Support
Timeline
Insurance Adjuster / Loan Processing Specialist
Credit Acceptance Corporation
04.2024 - Current
Title Procurement Clerk
Copart
10.2021 - 04.2024
Title Specialist III/Verification 0f Employment
JPMorgan Chase / Mphasis
11.2019 - 10.2021
Social Media Content Analyst
Genpact
01.2017 - 11.2019
Quality Assurance Analyst
Maximus
12.2015 - 11.2017
High School Diploma -
Twiggs County High School
Surgery Sterile Technician -
Florida State College