At Ford Credit, I owned end-to-end claims processing from intake through closure, reviewing evidence, validating eligibility, and determining next actions.
I coordinated with external insurance adjusters and providers to follow up on pending claims, exchange documentation, and support timely closure. I also resolved disputes and escalations while documenting communications to keep aging cases moving within SLA.
I implemented PEGA workflow automation that improved team efficiency by up to 40%. I also partnered with management on a process improvement initiative that reduced the team's daily outbound call volume by 60%.
I maintained case records and trackers, performed documentation and quality checks, and tracked performance against SLA, TAT, accuracy, and quality targets. I trained and shared best practices with team members to support consistent work quality and productivity.
