Denise Turner
Halethorpe
Summary
Legal administrative professional with proven expertise in managing complex legal documentation, client communication, and administrative support. Skilled in explaining VA decisions, eligibility requirements, and required documentation through clear oral and and written communication Proficient in legal research, case management, and regulatory compliance. Reliable and efficient, ensuring consistent and accurate execution of tasks.
Overview
15
15
years of professional experience
Work History
Legal Administrative Specialist
Veterans Benefits Administration, United States Department of Veterans Affairs
Washington, DC
08.2023 - Current
- Explain the types of documents necessary to facilitate timely processing of claims and provide assistance in obtaining and completing such documents and forms in accordance with the type of claim being submitted.
- Utilize VBMS and related VA systems to document activity, update records, and support claims processing and correspondence.
- Counsels veterans, their dependents, and beneficiaries via telephone regarding the full array of benefits available through other organizations concerned with veterans.
- Explain decisions and reasons for the decisions made by the VA and communicate the information both orally and in writing to the veterans.
- Deliver exceptional customer service to veterans and their families by addressing inquiries, resolving issues, and ensuring a positive experience with VA services.
- Manage a high-volume of inbound calls, emails, and inquiries, demonstrating strong communication skills and the ability to handle diverse customer needs.
- Provide accurate and up-to-date information regarding VA programs, benefits, and services, assisting veterans in navigating the complexities of the system.
- Collaborate with internal departments to expedite the resolution of customer concerns, ensuring prompt and effective responses to inquiries.
- Maintain detailed and organized customer records, adhering to privacy and confidentiality standards, and contributed to the efficiency of customer data management systems.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Used critical thinking to break down problems, evaluate solutions, and make decisions.
- Remain informed about changes in policies, procedures, and regulations to provide accurate and timely information to veterans and stakeholders.
- Handle sensitive cases, including Military Sexual Trauma (MST) related claims, using trauma-informed communication and strict confidentiality.
- Support 100+ cases/ claimants per week through consistent guidance and claim- related support
Compliance Specialist
Lewis Contractors
Owings Mills, MD
11.2022 - 08.2023
- Directed and implemented strategic improvement plans to integrate solutions to audit findings and workflow process issues.
- Identified deficiencies, discrepancies, misinformation and compliance issues with loan documentation in order to determine ineligibility or acceptance status and return non-compliant packages to teams for resolution.
- Maintained current knowledge of loan products and applicable requirements, processes, procedures, internal policies and regulations.
- Performed quality control reviews of all loan packages to check adherence with federal and state regulatory requirements.
- Implemented improvement initiatives and developed compliance testing program to monitor and identify gaps in new and existing practices.
- Collaborated with internal and external stakeholders, auditors and legal counsel to confirm compliance with applicable laws and regulations.
- Monitored and assessed compliance risks associated with operational processes and procedures.
- Prepared and submitted regulatory filings in timely manner.
- Developed and maintained system for tracking and reporting compliance violations.
- Performed quality reviews to uncover workflow and communication issues.
Realtor
Real Estate Connections
Gaithersburg, MD
09.2016 - 04.2023
- Determined clients’ needs and financials abilities in order to propose solutions that suit them
- Remained up to date and knowledgeable about real estate markets and best practices
- Provided guidance and assist sellers/buyers in marketing/purchasing property
- Developed and implemented strategic marketing plans to increase potential for selling properties and generate more leads.
Teller Supervisor
Capital One
Washington, DC
11.2017 - 06.2018
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Examined tellers' reports of daily transactions for accuracy.
- Researched and resolved customer issues on personal savings, checking, and line of credit accounts.
- Executed wire transfers, stop payments and account transfers.
Client Manager, Sales and Service Specialist, Professional Teller
DC, BANK OF AMERICA
Washington
08.2011 - 03.2015
- Managed complex projects from conception through execution, ensuring timely delivery of services.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Worked effectively in fast-paced environments.
- Cultivated interpersonal skills by building positive relationships with others.
- Demonstrated leadership skills in managing projects from concept to completion.
Education
Bachelor of Science - Human Resources Management
University of Maryland Global College
Adelphi, MDSkills
- Benefits counseling and client guidance
- Issue resolution, escalation, and coordination
- Policy analysis
- Time management
- Adaptability and flexibility
- Problem-solving
- Cultural Awareness
- Telephone and written communication
- MS Office
- Multitasking Abilities
- Organization and Time Management
Languages
English
Timeline
Legal Administrative Specialist
Veterans Benefits Administration, United States Department of Veterans Affairs
08.2023 - Current
Compliance Specialist
Lewis Contractors
11.2022 - 08.2023
Teller Supervisor
Capital One
11.2017 - 06.2018
Realtor
Real Estate Connections
09.2016 - 04.2023
Client Manager, Sales and Service Specialist, Professional Teller
DC, BANK OF AMERICA
08.2011 - 03.2015
Bachelor of Science - Human Resources Management
University of Maryland Global College