Summary
Overview
Work History
Education
Skills
Timeline
Generic

Chiccora Ambroise

Raleigh

Summary

Experienced and results-driven professional with over 10 years of expertise in customer service and financial operations. Adept at guiding clients through complex processes, managing account consolidations, and collaborating effectively with internal and external stakeholders. Proven track record of delivering exceptional service through clear communication, efficient issue resolution, and thorough documentation. Seeking a Customer Advocate position to leverage my skills in supporting client success and enhancing customer experience.

Overview

12
12
years of professional experience

Work History

Consolidation Specialist

Retirement Clearinghouse
01.2022 - Current
  • Serve as a primary point of contact for participants navigating the retirement account consolidation process, delivering personalized, consultative support to clarify procedures and options.
  • Manage and oversee the successful rollover of diverse retirement accounts—including 401(k), IRA, and annuities—into employer-sponsored retirement plans.
  • Leverage lead management systems to track participant progress, prioritize follow-ups, and ensure consistent and timely communication.
  • Collaborate with customer service teams at external financial institutions to obtain necessary account information and verify transaction details.
  • Prepare, review, and submit accurate documentation for rollovers and roll-ins, ensuring compliance with regulatory and company standards.
  • Resolve participant inquiries with professionalism and efficiency, maintaining a strong focus on customer satisfaction and accuracy.
  • Maintain comprehensive records and documentation for all account activities, supporting audit readiness and data integrity.
  • Contribute to continuous process improvements by providing feedback to internal teams and assisting in the development of best practices.

Title Specialist / Title Core Clearing

Wells Fargo
07.2019 - 01.2022
  • Conducted thorough verification and analysis of post-foreclosure documentation, including mortgages, deeds, and tax records, to ensure accuracy, authenticity, and compliance with federal, state, and local regulations.
  • Collaborated with banking, lending, and legal institutions to align title processing with institutional requirements and ensure a smooth workflow.
  • Resolved complex title issues by obtaining supporting documentation such as lien releases, corrected deeds, and affidavits, minimizing delays in asset disposition.
  • Coordinated with internal departments—including legal, compliance, and risk teams—to expedite issue resolution and maintain regulatory compliance.
  • Maintained detailed records of title clearance actions, ensuring audit readiness and accuracy of historical data.
  • Assisted in reviewing and updating title policies and procedures to reflect current legal standards and internal best practices.
  • Supported title curative efforts by identifying discrepancies and initiating corrective actions to ensure clear and marketable titles.
  • Communicated clearly and professionally with external stakeholders, including title companies, attorneys, and municipal offices, to gather required documents and clarify procedural requirements.
  • Prioritized and managed a high volume of cases while consistently meeting strict deadlines and service-level agreements.

Coordination of Benefits (COB) Specialist

UnitedHealth Group
01.2017 - 07.2019
  • Gathered, verified, and synthesized insurance and eligibility information from vendors, clients, and business partners to accurately determine benefit coordination and coverage order.
  • Facilitated service requests and resolved benefit coordination issues through effective communication with members, providers, and internal departments.
  • Generated and managed service tickets to escalate complex issues, ensuring prompt and appropriate follow-up by senior leadership and specialized teams.
  • Maintained up-to-date and compliant records in accordance with HIPAA and internal policy standards.
  • Prepared and submitted detailed reports on case status, trends, and resolution outcomes to support operational decision-making and improve process efficiency.
  • Ensured all benefit coordination activities were performed in alignment with regulatory requirements and organizational guidelines.
  • Collaborated with cross-functional teams including claims, member services, and provider relations to streamline workflows and enhance the customer experience.
  • Met or exceeded productivity and quality benchmarks while managing a high volume of cases in a fast-paced, deadline-driven environment.
  • Contributed to departmental process improvement initiatives by identifying recurring issues and proposing practical solutions to reduce rework and processing delays.

Sales Associate

Bank of America
06.2015 - 04.2016
  • Responded to a high volume of customer inquiries across phone, email, and written channels, delivering prompt, accurate, and courteous service in alignment with company standards.
  • Processed financial transactions and new account applications with precision, maintaining data integrity and adhering to quality control protocols.
  • Supported sales initiatives by identifying customer needs and recommending appropriate financial products and services to help achieve their financial goals.
  • Built and maintained strong client relationships by providing personalized support, follow-up, and proactive communication.
  • Educated customers on digital banking tools and services, enhancing adoption of online platforms and increasing operational efficiency.
  • Collaborated with internal departments to resolve customer concerns, ensuring timely and satisfactory resolution while maintaining high customer satisfaction scores.
  • Assisted in achieving branch and team sales goals by contributing to lead generation and cross-selling opportunities.
  • Maintained confidentiality and compliance with financial regulations and company policies in all customer interactions and documentation.
  • Participated in team training sessions and actively contributed to knowledge sharing to enhance overall team performance.

Customer Service Representative

Child Care Services
05.2014 - 05.2015
  • Handled a high volume of inbound and outbound calls and emails, providing accurate information and timely assistance regarding application and certification processes.
  • Ensured the proper routing and tracking of applications for eligibility verification, contributing to efficient case processing and workflow management.
  • Collected, reviewed, and organized required documentation for eligibility determination, ensuring completeness and compliance with program guidelines.
  • Assisted clients with certification renewals, explaining required steps and timelines while offering supportive guidance to ensure continued service eligibility.
  • Delivered exceptional customer service by addressing inquiries, resolving concerns, and maintaining a professional and empathetic tone in all communications.
  • Maintained accurate records and updated client files in accordance with privacy policies and program requirements.
  • Collaborated with internal teams to coordinate case updates, escalate urgent issues, and ensure seamless service delivery.
  • Educated clients on program requirements and available resources, helping families navigate complex support systems with confidence.
  • Adhered to confidentiality standards and regulatory requirements, safeguarding sensitive personal and financial information.

Customer Service Representative

Comptroller of Maryland
07.2013 - 11.2014
  • Responded to and resolved over 100 daily inquiries related to personal and business tax accounts via phone, email, and written correspondence with efficiency and professionalism.
  • Accurately processed tax payments, account adjustments, and refund requests while ensuring compliance with state tax regulations and internal policies.
  • Maintained and updated detailed financial records, contributing to data integrity and audit readiness.
  • Educated taxpayers on filing requirements, payment options, and available assistance programs, fostering improved compliance and customer satisfaction.
  • Researched and resolved complex tax account discrepancies by collaborating with internal departments and referencing tax codes and procedural guidelines.
  • Utilized internal tax systems and databases to input, retrieve, and verify data related to taxpayer accounts and transactions.
  • Prioritized time-sensitive requests and inquiries, consistently meeting service-level agreements and deadlines.
  • Demonstrated a strong understanding of state tax laws and provided accurate, policy-compliant information to taxpayers and businesses.
  • Ensured the confidentiality and security of taxpayer information in accordance with state and federal privacy regulations.

Education

High School Diploma -

Selma High School
Selma, AL
05-2002

Skills

  • Medicare Policies & Procedures
  • Insurance Verification & Eligibility
  • Electronic & Paper Medical Records Management (EHR/E&I Systems)
  • Medical Office Administration
  • Knowledge of Medical Terminology
  • HIPAA Compliance & Patient Privacy
  • Bookkeeping, Filing, and Records Organization
  • Proficient in Microsoft Outlook and General Computer Applications
  • Point-of-Sale (POS) and Cash Register Operations
  • Active Listening & Effective Communication
  • Fair Housing Regulations & Compliance
  • Adaptability in Fast-Paced Environments

Timeline

Consolidation Specialist

Retirement Clearinghouse
01.2022 - Current

Title Specialist / Title Core Clearing

Wells Fargo
07.2019 - 01.2022

Coordination of Benefits (COB) Specialist

UnitedHealth Group
01.2017 - 07.2019

Sales Associate

Bank of America
06.2015 - 04.2016

Customer Service Representative

Child Care Services
05.2014 - 05.2015

Customer Service Representative

Comptroller of Maryland
07.2013 - 11.2014

High School Diploma -

Selma High School

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Chiccora Ambroise