Montgomery Street, San Francisco, CA94105(555) 432-1000, resumesample@example.com
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.
Skills
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 CurrentLicensed Health Insurance AgentConnexion Point | Memphis, TN,
Sold ACA plans and dental plans during open enrollment for 2020 enrollment period
Completed applications on Healthcare.gov 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 01/2019Loan AssistantFirst 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 10/2018Merchant 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 08/2013Credit And Collections AdvisorAmerican 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
Education
Expected in 2006High School Diploma | American High School, Miami, FLGPA:
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