WYNDELL JEFFREY SMITH

• Sell new policies for newborns; upsell additional policies
• Maintain a positive relationship with portfolios to minimize late payments and/or cancellations
• Provide exceptional service to customers and engage in consultative conversations using the corporate Sales process
• Process transactions and ensure customers’ needs are met and inquiries answered through inbound and outbound calls involving payment processing, billing issue resolution, policy changes, and new insurance applications
• Review customers’ current insurance needs to determine upsell opportunities and make recommendations that address customers’ needs, while promoting business growth.

• Oversaw billing and enrollment management and the accurate processing of medical claims
• Applied organizational guidelines to make adjudication decisions; processed adjustment requests submitted by customer service and the Claims Management team
• Ensured compliance with organizational policies, contractual parameters, health plan requirements, and regulations
• Maintained accuracy of the claim process related to cost share, provider contract terms, organizational policies, and department procedures.

• Served as the point of contact for borrowers, worked through loss mitigation options and active foreclosures
• Negotiated with bank and homeowners on options in lieu of foreclosure
• Notified clients of options, answered questions, and minimized loss mitigation.
• Assessed clients' financial data to determine loan suitability.
• Controlled loss by assessing risk, conducting system analysis, and recommending policy solutions.
• Evaluated pay stubs, credit history, tax information and bank statements for financial status.

• Eliminated delinquencies in account payments for enterprises serving as an engine behind loyalty and marketing campaigns for 1K+ customer-facing companies worldwide across all industries, including retail, travel, pharmaceutical, financial services, and automotive
• Conducted recovery tactics by telephone and provided payment options for negligent accounts
• Demonstrated interpersonal effectiveness, needs assessment, and a consultative approach with clients
• Negotiated optimal financial arrangements while collecting legally, morally, and ethically from customers.

Responsible for resolving the most escalated customer-initiated issues to the highest professional standards

• Advocate as the “voice of the customer” to Green Dot. Proactively make recommendations to address the root causes of escalations and complaints by leveraging escalation contacts and processes.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Follow escalation and complaint procedures in order to ensure that all customer escalations and complaints are tracked, and all relevant parties are informed of actions taken to resolve issues.
• Demonstrate the ability to understand the big picture and identify the underlying drivers causing complaints by capturing, reporting and analyzing systematic issues and recommending solutions to improve processes and products.
• Receive inbound contacts calls and complete outbound contacts (callbacks, responses, etc.) to ensure that all queues are maintained, and all service levels are met. Maintain personal and team accountability for productivity and efficiency.