Emily Corbett
Newark,DE
Summary
ENG champion playing a crucial role in the successful roll-out of our new ENG platform, which replaced our existing MSS platform. Throughout this process, contributed to the development of ENG to support Billing Dispute Resolution tasks. Identified and effectively communicated any deficiencies in the platform to our technical partners, demonstrating problem-solving skills by developing temporary workarounds for defects and efficiently remediated affected claims. To ensure a smooth transition, provided comprehensive online and in-person training to team members on how to navigate and utilize the new platform. Additionally, maintained open lines of communication with team members, keeping them informed about updates and fixes to ENG and how these changes would impact our processing.
Overview
11
11
years of professional experience
Work History
Credit Claims Analyst II (Back Office) / Officer
Bank of America
01.2015 - Current
- Met 100 percent productivity and above 95 percent quality goals
- Have working knowledge of Federal Banking Regulations
- Able to process credit card claims through various stages
- Knowledge of all Visa and MasterCard Regulations
- Conduct research to accurately resolve tasks
- MSS/ENG trained
- Visa Online/ Mastercard communication processing
- Employee training
- Recognition for exceeding quality and department productivity standards: Received multiple Top Performing Employee awards
- Worked on Special Projects: Identifying and tracking market trends and potential risk
- Work account escalations/ cases close to Federal compliance dates/ Operation reports
- Tracking department trends
- Implemented updates and procedures
- Enhanced customer satisfaction by resolving complex claims issues in a timely manner.
- Maintained compliance with industry regulations and company policies while managing sensitive client information and claims records.
- Managed high-volume caseloads, prioritizing tasks to ensure timely completion of all claims.
- Demonstrated a high level of accuracy and attention to detail in reviewing claim documentation for approval or denial decisions.
- Interacted with clients and employees, which helped cultivate positive working relationships.
- Participated in ongoing training programs to stay current on industry developments and maintain a strong understanding of relevant laws and regulations affecting the claims process.
- Conducted thorough investigations into each claim, gathering relevant data and documentation to support decision-making processes.
- Reduced claims processing time by implementing efficient analytical techniques and strategies.
- Continuously sought opportunities to streamline workflows and implement process improvements within the claims department, resulting in increased efficiency and productivity levels.
- Assisted clients throughout the entire lifecycle of their claim, from initial filing to final settlement or denial determination.
- Mentored junior team members, sharing expertise in claims analysis techniques and fostering professional growth within the department.
- Identified trends in claim patterns, providing actionable insights for process improvements and risk mitigation strategies.
- Negotiated successful settlements with clients, ensuring a mutually beneficial outcome for all parties involved.
Credit Claims Analyst I
Bank of America
06.2014 - 01.2015
- Investigating transactions and initiate new claims per Visa, MasterCard and American Express procedures
- Provide updates on claims
Education
Bachelors - Anthropology & Art History
University of Delaware
Newark, DE05.2009
Skills
- Knowledge of Microsoft Office-PowerPoint and Word, knowledge of Excel, telephone skills, organizational/planning skills, communication skills
- Claims
- Interpersonal and written communication
- Policy interpretation
- Dispute tracking
- Claim investigation
- Accounting spreadsheets
- Coaching and mentoring
- Customer service and support
- Critical thinking
- Computer skills
- Decision-making
- Team Training
- Team collaboration
- Settlement negotiations
Timeline
Credit Claims Analyst II (Back Office) / Officer
Bank of America
01.2015 - Current
Credit Claims Analyst I
Bank of America
06.2014 - 01.2015
Bachelors - Anthropology & Art History
University of Delaware
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