Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000,
Professional Summary

Hardworking Account Manager gifted at efficiently resolving customer issues. Engaging and personable with the ability to increase business opportunities through outstanding client presentations, effective communication skills and a dedication to customer service.

  • Licensed 240 Health Insurance Agent
  • Licensed Real Estate Agent
  • Licensed CAM
  • AHIP 2020 Certification
  • Experience in Credit/Collections, Billing, Sales and Customer Service
  • Handling over 150 inbound and outbound calls daily
  • Strong customer focus with the ability to have detailed and intelligent financial discussions with consumer
  • Excellent analytical, negotiation and decision making skills
  • Strong communication and organizational skills
  • Demonstrating personal excellence including punctuality, integrity and accountability
  • Ability to demonstrate sensitivity and compassion in a difficult situation
  • Ability to work independently and in a team environment
  • Excellent verbal and written communications, interpersonal skills, strong team engagement, problem solving and multi-tasking skills
  • Bilingual in Spanish and English
  • Policy renewal
  • Account management
Work History
07/2019 to Current Licensed Health Insurance Agent Connexion Point | Memphis, TN,
  • Sold ACA plans and dental plans during open enrollment for 2020 enrollment period
  • Completed applications on and Health Sherpa from beginning to end on behalf of enrollee's
  • Obtained and processed payments on behalf of clients to ensure binder payment received by deadline
  • Delivered excellent customer service
  • Displayed consistent, positive attitude towards customers, peers and other personnel, even during high-stress situations
  • Upsold additional products and services after identifying customer needs
  • Scheduled fact-finding appointments and consultations to determine clients financials and gather documents require by ACA
  • Worked closely with external partners and members of local community to create continuous client referral sources
  • Assessing existing coverage and aligning new health insurance options with clients health needs
  • Calculated quotes and educated potential clients on insurance options
04/2018 to 01/2019 Loan Assistant First Community Bank | Blacksburg, VA,
  • Collect and sort dividend loan applications received from tribal members
  • Process and prepare dividend loan advances in a check form in order to distribute to tribal members in a timely manner on the 1st and 15th each month
  • Process and prepare payroll loan advances
  • Process and prepare short term loans by tier
  • Process and prepare agricultural loan
  • Collect all necessary documents in order to process and prepare checks for agricultural loan
  • Process and prepare revolving loans
  • Collect and post early loan advance repayments
  • Set up, stored and updated tribal files, department records and regulatory paperwork
  • Communicated acceptance or rejection to applicants via mail, email, telephone or personal consultations
  • Maintained friendly and professional customer interactions
12/2014 to 10/2018 Merchant Services Account Manager Bank Of America | City, STATE,
  • Selling Merchant Services and Financial Services
  • Handling large flows of incoming and outgoing calls
  • Assess clients business type and revenue in order to determine which merchant products and services will best benefit their business growth and development
  • Up sell and cross sell bank and merchant services products to new and existing business owners
  • Respond to incoming merchant requests by striving towards one call resolution, while addressing multiple merchant needs and following quality expectations
  • Handling clients personal information ex: social security, DOB ID, EIN, Corporation documents etc with the utmost confidentiality
  • Thoroughly and efficiently document cases in (Salesforce)
  • Create, edit, and manage merchant cases using an internal ticketing system (Salesforce) • Evaluate the nature of each call and determine the appropriate action to resolve the issue
  • Assist relationship managers with merchant applications on (Salesforce), including credit analyses and summaries of merchant requests, and submit to telesales via (Clientline) for merchant approval
  • Preparing new merchant agreements (contracts) on salesforce
  • Developing a strong pipeline for new revenue growth
  • Exceeded company objectives with "Outstanding Approval performance" January, February, March, April 2015
  • Identify and solicit new revenue growth opportunities
  • Developing and maintaining relationships with existing accounts and banking centers/key bank partners
  • Successfully schedule and manage appointments with clients
  • Attain monthly sales quota
  • Self source outside referrals and leads
  • Ensure that all provided documentation is for the correct business and everything needed to process the application has been received or requested
  • Identify areas of the deal requiring further explanation or investigation prior to sending to Underwriting
02/2008 to 08/2013 Credit And Collections Advisor American Express | City, STATE,
  • Collecting on past due, high balance accounts of $30k or greater in order to minimize risk to AXP
  • Negotiate payment plans to determine why customers are delinquent and to ensure continuous repayment
  • Observe and investigate customer transactions to identify and mitigate fraudulent activity such as identity theft, friendly fraud, ACH fraud, and other similar risks
  • Identify issues attributing to account delinquency and discuss them with card member
  • Interact with other financial institutions and customers to validate information to prevent and/or mitigate fraudulent activity
  • Negotiating the best possible payment arrangement if the card member cannot pay their balance in full
  • Following all compliance and bank regulation laws
  • Document Fraud Case Management
  • Assist the Fraud Prevention Manager with regulators and Internal Audit during examinations on Fraud Prevention
  • Assist the Fraud Prevention Manager with generating reports on fraud trends and statistics for Senior Management and appropriate committees
  • Respond to customer inquiries, resolve client discrepancies, process and review account adjustments
  • Maintain neat, orderly documentation and collection contact files
  • Manage a personal file of accounts focusing on overall delinquency recovery and maximizing efficiency
  • Resolve client-billing problems and account receivable delinquencies, applying exemplary customer service in a timely manner
  • Making quality decisions for American Express and our customers in order to satisfy past due accounts and enable spend as promptly as possible
  • Listening to understand, responding with empathy, treating customers with respect, and take quick creative actions
  • Coordinate frequently with the Fraud Prevention Manager on fraud and information security risk
  • Document Fraud Case Management
  • Handling outbound calls as well as inbound calls on a dialer platform in a high volume metrics driven environment
Expected in 2006 High School Diploma | American High School, Miami, FL GPA:

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Job Titles Held:

  • Licensed Health Insurance Agent
  • Loan Assistant
  • Merchant Services Account Manager
  • Credit And Collections Advisor


  • High School Diploma

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