Viridiana Fabian Jaime

Conduct inbound and outbound calls to collect payments on accounts overdue by 30-120 days. Educate customers on consequences of overdue accounts. Assist customers in enrolling in available support programs to achieve current account status or develop alternative payment plans.

Communicated with insurance adjusters, contractors, and homeowners to facilitate negotiations. Assisted in reaching settlements for projects involving asbestos removal, water mitigation, and fire damage restoration. Managed inbound and outbound communications to collect payment details and process contractor payments as necessary.

• Oversaw loan and credit line processing following application approval timelines. Managed payment processing and rectified any payment application errors. Led the disputes team in addressing identity theft cases. Guided representatives by answering questions in the team chat. Addressed supervisor call escalations and implemented de-escalation strategies.

• Collected renewal information for home, flood, and condo insurance by contacting insurance companies and homeowners in advance. Attempted to obtain renewal details through insurance portals and followed up with insurance agents when necessary. Conducted three outreach attempts before notifying customers about missing renewal information. Collaborated with internal claims department for account research as needed.

• Collaborated with Kentucky Health Benefit Exchange to assist citizens in accessing health insurance support. Guided individuals through existing coverage options or initiated new applications to meet their needs. Directed clients to appropriate departments for specialized assistance. Transitioned to Arizona's Department of Economic Services to aid customers in checking the status of nutrition, cash, or medical benefits and completing applications.

• Assisted with sales floor operations, including managing registers and backstock inventory. Maintained store organization and cleanliness during shifts. Provided translation support as needed.