Kenia Hawkins
Middletown
Summary
Passionate and professional Representative leads outreach efforts, strategic direction and day-to-day function management. Proven talent at building relationships and influencing others to gain support and commitment. Excellent presentation and communication skills and comfort working in fast-paced environment.
Overview
15
15
years of professional experience
Work History
Customer Care Representative
Atlantic City Electric
Penns Grove
11.2025 - Current
- Assisted customers with billing inquiries and service issues.
- Provided accurate information about services and promotions.
- Processed service requests and scheduled technician appointments.
- Educated customers on energy-saving programs and resources.
- Handled high volumes of inbound calls in a fast-paced environment.
- Provided accurate, valid, and complete information to customers.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
- Assisted customers in navigating through website features and functions to locate desired information or products.
Intermediate Benefits Disbursement Representative
BNY Mellon
Wilmington
11.2022 - 11.2025
- Process monthly pension payments based on client requests, ensuring timely and accurate disbursement
- Balance client accounts to prepare for upcoming payment cycles
- Handle reclaims, reversals, and reissues of pension payments in accordance with internal controls
- Adhere to tax reporting requirements and ensure compliance with federal and state regulations
- Abide by all banking regulations and company policies related to benefit disbursement
- Communicate directly with clients and beneficiaries to resolve payment issues and answer inquiries
- Utilize internal systems to track, update, and manage client payment records
- Collaborate with internal teams to identify discrepancies and prevent future payment errors
- Assist in year-end processes, including issuing corrected tax documents (e.g., 1099-Rs)
- Maintain strict confidentiality when handling sensitive financial and personal information
- Utilized CRM software to maintain accurate client records and communications.
- Responded to client requests promptly and professionally via phone and email.
Insurance Payment Specialist
Springfield Psychological
Springfield
05.2021 - 11.2022
- Responsible for the timely submission of professional medical claims to insurance companies, posting of payments made by payers and patients, and processing of refund requests.
- Review patient bills in Valant Pending Transaction Queue (PTQ) for accuracy and completeness.
- Prepare, review, and transmit claims using Valant and Ability (Billing Clearinghouse), including electronic and paper claim processing.
- Review and correct rejected claims in Ability daily.
- Kept accounts receivable tracking database current with relevant client information, collection and billing progress and program changes.
- Submitted claims to insurance companies and researched and resolved denials and explanations of benefit rejections.
Credit Ops Sr Specialist II
JPMorgan Chase
Wilmington
02.2022 - 07.2022
- Evaluated credit applications to determine risk and ensure compliance.
- Analyzed financial statements to assess borrower creditworthiness.
- Reviewed loan documentation for accuracy and completeness.
- Collaborated with loan officers to clarify applicant details and requirements.
- Utilized underwriting software to streamline application processing.
- Communicated decisions effectively to stakeholders and clients.
- Mentored junior underwriters on best practices and company policies.
- Assessed customer compliance with regulatory requirements such as Anti-Money Laundering policies.
- Reviewed loan applications for accuracy and completeness.
- Negotiated loan terms and conditions with customers while ensuring that they meet company standards.
- Provided recommendations for approval or denial of loans in accordance with established guidelines and policies.
- Determined appropriate risk rating based on analysis of borrower's financial profile.
Billing Customer Service Representative
Main Line Health
Newtown Square
04.2019 - 05.2021
- Handled high volume of in-bound calls entry, calculation and billing code accuracy.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations.
- Provided advice and front-line expertise to internal committees in order to improve team, service and procedural standards.
- Assisted customers with completing quick and efficient sales transactions.
- Investigated technical issues using knowledge base and personal experience to complete timely resolutions.
- Exceeded team goals and collaborated with staff to implement customer service initiatives.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Patient Resolution Specialist
HBCS
New Castle
03.2016 - 04.2019
- Reviewed flagged items daily and resolved issues in accurate and efficient manner.
- Processed refunds, disbursements and payments.
- Generated detailed reports outlining billing, flagged items and other important data.
- Reached out to patients once insurance was billed in order to obtain payments due.
- Collaborated with all relevant parties to resolve billing issues, insurance claims and patient payments.
- Utilized customer service skills and detailed system knowledge to support hospital and clinic operations.
- Accessed patient information through variety of office software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations.
- Responded to patient concerns and inquiries professionally and efficiently.
- Worked closely with delinquent account holders to collect and reconcile accounts through approved channels.
Senior Collections Specialist
Bank Of America
Newark
10.2011 - 07.2016
- Handled past due accounts, including collections and status reports.
- Processed invoice payments and recorded information in account database.
- Compiled financial data for and drafted billing reports to inform stakeholders.
- Monitored past due accounts and pursued collections on outstanding invoices.
- Managed all payments processing, invoicing and collections tasks.
Education
Certificate - EDFA
ALLSTATE CAREER
Essington, PAHigh School Diploma -
Chester High School
Chester, PASkills
- Account collections
- Customer service
- Recordkeeping
- Time management
- Team building
- Billing statement management
- Payment transactions
- Financial reporting
- Database updates
- A/P and A/R proficiency
- Credit decision making
- Credit underwriting
- Credit assessments
- Application preparation
- Data entry
- Benefits administration
- Claims processing
- Payment reconciliation
- Compliance management
- Tax reporting
- Regulatory adherence
- Financial record keeping
- Billing procedures
- Data analysis
- Data entry proficiency
- Regulatory compliance
- Payment processing
- Data entry accuracy
- Decision-making
- Quality assurance
Timeline
Customer Care Representative
Atlantic City Electric
11.2025 - Current
Intermediate Benefits Disbursement Representative
BNY Mellon
11.2022 - 11.2025
Credit Ops Sr Specialist II
JPMorgan Chase
02.2022 - 07.2022
Insurance Payment Specialist
Springfield Psychological
05.2021 - 11.2022
Billing Customer Service Representative
Main Line Health
04.2019 - 05.2021
Patient Resolution Specialist
HBCS
03.2016 - 04.2019
Senior Collections Specialist
Bank Of America
10.2011 - 07.2016
Certificate - EDFA
ALLSTATE CAREER
High School Diploma -
Chester High School