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Susan Brown

22 Wood Acres Road, Colchester, CT 06415

Home (860) 537-4799
Cell (860) 634-0873
Extensive experience in Customer Service. Outgoing and possess strong interpers
onal skills. Organized, with strong multi-tasking skills. Motivated and work in
dependently. Excellent communication skills, and extremely professional.
Experience processing applications, enrollments and possess office administrativ
e skills.
AETNA -Hartford, CT
Cobra/IBA Administration Support- Contract Position
* Reconcile payments
* Research member inquiries regarding payments, terminations and enrollments
* Process billing premiums
* Verify member enrollment status
* Process terminations and address changes to member records
* Enroll members for electronic fund transfers
* Assist team members in meeting work flow turn times within aggressive deadline
* Assist with member enrollments; utilizing IBS, MEM, CCI and GEBAR databases.
Client Service Coordinator
* Provided superior customer service
* Analyzed and researched client issues
* Resolved escalated client disputes
* Provided resolution to client inquiries, concerns and issues
* Responded to both client and internal department inquiries according to highly
specific deadlines
* Prepared documentation and maintained files for internal and external audit re
* Ensured all requests were researched thoroughly and accurately
* Acted as liaison between internal teams and clients
NEIGHBORHOOD HOUSING SERVICE - Waterbury, CT (Contract Assignment) 0
Client Information Specialist
* Triaged & analyzed client cases for appropriate services
* Utilized Fannie Mae system to compile and input client information
* Referred clients to appropriate social service agencies
* Delivered program status to clients
* Enrolled clients in educational seminars offered by agency
* Provided administrative support to staff
* Managed enrollment of clients into first time homeownership education classes
* Assisted clients in foreclosure process
FISERV LENDING SOLUTIONS - Rocky Hill, CT 07/96-07/08
Vendor Manager (2002-2008)
* Recruited experienced signing agents to perform loan closings
* Educated signing agents via newsletters and workshops in common mistakes made
during loan signings
* Trained signing agents and co-workers in the 'Best Practices' of signing agent
s in conjunction with the National Notary Association's 'Code of Ethics'
* Counseled and resolved complaints received from clients and managers
* Provided quality customer service to both internal and external clients and th
eir customers
* Participated as a keynote speaker for hundreds of agents on the principles of
loan signings at annual National Notary Association conference
* Established relationships and negotiated contracts with sub-contractors
* Executed effective and timely problem resolution of client complaints for any
of the 6,000 to 8,000 transactions performed on a monthly basis
* Researched and resolved agent concerns and pay disputes
Scheduling Manager / Scheduling Supervisor (2000-2002)
* Provided quality customer service to both internal and external clients and th
eir respective customers
* Coordinated and scheduled mortgage loan signing services
* Executed effective and timely problem resolution
* Consistently exceeded client service level agreements
Customer Service/Loan Processor (1996-2000)
* Processed and followed up on client requests for title reports, flood insuranc
e and appraisals
* Collected, reviewed and completed consumer loan applications
* Co-ordinate loan signings with lender and their clients
* Researched and cleared title report issues

1987 - 1995
Bank Officer, Manager, Supervisor, Customer Service Representative
Began employment in the role of Customer Service Clerk in the Commercial Credit
Department, a division of Loan Administration. After six months, promoted to Su
pervisor, and eventually Manager. During this time, assumed additional responsi
bilities and managed approximately fifteen employees, some from offsite location
s. Elected by Senior Management to position as an Officer of the corporation, as
a result of proven abilities to manage staff and contributions to Loan Administ
ration Division.

BACON ACADEMY - Colchester, CT
High School Diploma
Introduction to HIPPA/Foundations of Medical Insurance/COBRA
The Effective Manager, RMA Code of Ethics, Keys to Effective Communication
Proficient in Microsoft Word, Outlook and experience with Excel
ELITE award received for efforts to initiate and develop an industry-wide backgr
ound check process for loan signing agents.