Financial Counselor | Senior Client Service Associate | Relationship Manager | Assistant Branch Leader QUALIFICATION SUMMARY A seasoned financial counselor with a passion for developing strategic plans and building buy-in from high-performing teams to pursue a collective goal. Skilled in collaborating with senior leadership to develop high-level priorities and drive operational success. Confident in the ability to impact success at all levels of an organization.
Coordinated with multiple departments to resolve client derogatory accounts this resulted in a 20% increase in client satisfaction survey decreasing revenue loss by 35%.
Provided support to clients during the onboarding process by answering questions regarding their account setup or any other related issues they may have
Served as a point of contact for escalated client complaints by identifying root causes and proposing solutions or alternative options which resulted in a 60% reduction in issues and complaints.
Assisted with vendor management activities such as reviewing invoices for accuracy and completeness before payment processing and resolving invoice disputes when necessary
Complied with federal, state, and local legal requirements by studying existing and new regulations, anticipating future legislation, enforcing adherence to requirements, filing financial reports, and advising management on needed actions.
Identified healthcare resources and programs for patients unable to meet financial obligations.
Contacted insurance providers to obtain key information regarding patient benefits and to submit documentation for accounts.
Worked directly with clients to provide financial counseling and education using an individualized counseling model and personal finance course.
Assessed client's financial situation and explored background through the one-on-one interview process.
Meticulously documented all details regarding contact with patients, providers, and other individuals in the system using Medeanalytics.
01/2020 to 12/2020
Client Service RepresentativeNoahs Animal Hospital – Greenwood, IN,
Acted as a liaison between clients and the management team by providing strong social skills and delivering personalized service
Educated clients on account services and resolved client inquiries regarding statement information and account balances.
Cultivated long-lasting client relationships based on trust and a solid understanding of business needs.
Resolved concerns with products or services to help with retention and drive sales.
Implement current policies and procedures to comply with the appropriate statutes and regulations
Maintaining consistent communications with clients throughout the duration of each project
A strong focus on the client experience, service measurement, and process improvement.
Coordinated with operations staff to resolve service problems and boost client satisfaction.
Expressed dedication to clients both past and present by conducting follow-ups with the clients to ensure satisfactory services
Worked closely with clients in order to understand their specific needs in order to make actionable recommendations resulting in a 40% increase in applications
Strong dedication to helping clients resolve their financial issues and cultivating a positive image for the organization
Trained 10 new employees to ensure a seamless onboarding process, resulting in an average of 23% performance improvement within one month.
03/2013 to 12/2013
Administrative AssistantRoosevelt Hospital Doctors Offices – City, STATE,
Provided client support and responded to requests for information in a courteous and timely manner
Upheld a professional image and environment at the front desk within the office
Followed the Cash Security policy and procedures according to the organization’s guidelines.
Executed record filing system to improve document organization and management.
Coached new employees on administrative procedures, company policies and performance standards.
Developed and updated spreadsheets and databases to track, analyze and report on performance and sales data.
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