Alexander Seals
Jacksonville
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
9
9
years of professional experience
Work History
Financial Retirement Specialist
Empower Retirement
07.2023 - Current
- Provided exceptional customer service by assisting participants with a variety of inquiries, including account balances, transaction history, and complex tax questions related to 1099-R forms
- Troubleshoot technical issues with the Empower Retirement website and mobile app, ensuring seamless user experience and quick resolution for participants
- Guided first-time users through the Empower Retirement platform, offering step-by-step support to navigate account features and functionality
- Researched and resolved transaction discrepancies, ensuring accuracy and clarity for participants regarding account history and investment transactions
- Explained retirement plan rules and regulations to participants, helping them make informed decisions regarding their retirement savings
- Supported participants in opening, closing, and merging retirement plans, providing guidance through each process and ensuring proper documentation was completed
- Delivered expert advice on tax implications and retirement plan options, assisting participants in understanding their financial planning needs and goals
- Processed withdrawals and rollovers to and from retirement plans, ensuring compliance with plan regulations and providing participants with accurate tax-related disclosures and guidance on potential tax implications
Customer Relationship Advocate
Fidelity Investments
11.2022 - 05.2023
- Answered constant flow of customer calls with minimal wait times
- Reached out to customers after completed sales to suggest additional service or product purchases
- Investigated and resolved customer inquiries and complaints quickly
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management
- Developed customer service policies and procedures to meet and exceed industry service standards
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Maintained up-to-date knowledge of product and service changes
- Enhanced productivity levels by anticipating needs and delivering outstanding support
- Responded to customer requests for products, services, and company information
Loan Review Specialist
SoFi
04.2021 - 09.2022
- Basic review of loan documentation and understanding various loan types, i.e., lines of credit, term loans, participations,etc
- Enters information related to new loans and maintenance changes into the loan system with appropriate documentation and approvals
- Ensure new loan and maintenance system entries are submitted to 2nd review for auditing purposes
- Review various reports to clear system errors and update loans as needed
- Handle notices, correspondence, and reporting requirements appropriately and in a timely manner
- Proactively identified solutions for customers experiencing credit issues
- Negotiated loan terms and conditions with customers to secure the best deal
- Processed loan applications and monitored progress from start to finish
- Approved loan applications based on customer creditworthiness and provided detailed financial advice
Help Desk Support
Availity
01.2020 - 04.2021
- Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
- Respond to queries either in person or over the phone
- Maintain daily performance of computer systems
- Respond to email messages for customers seeking help
- Ask questions to determine the nature of the problem
- Walk customers through the problem-solving process
- Assist medical providers with portal tools to submit medical claims, claim status, authorizations, referrals, and eligibility and benefits
- Helped streamline repair processes and update procedures for support action consistency
- Configured and tested new software and hardware
- Explained security measures in simple terminology to help users understand malware and phishing threats
- Collaborated with supervisors to escalate and address customer inquiries or technical issues
- Monitored system performance to identify potential issues
- Diagnosed and troubleshot hardware, software and network issues
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
Claims Benefit Specialist
Aetna
08.2018 - 01.2020
- Reviews and adjudicates routine claims in accordance with claim processing guidelines
- Applies medical necessity guidelines, determines coverage, completes eligibility verification, identifies discrepancies, and applies all cost containment measures to assist in the claim adjudication process
- Efficiently use multiple systems and screens to obtain and record claim information
- Make claim payment decisions
- Process claims within quality and production standards
- Determined appropriateness of payers to protect organization and minimize risk
- Processed and recorded new policies and claims
- Coordinated with the contracting department to resolve payer issues
- Responded to inquiries by answering questions, providing information and directing customers to appropriate resources
Mortgage Loan Processor / Mortgage, Document Specialist
RP Funding
03.2016 - 04.2018
- Responsible for reviewing and clearing property reports from title companies
- Working directly with Underwriting, Loan Processors, and Quality Control to resolve title issues, where applicable
- Working closely with loan officers to collect data, verify documents and ensure the completion of applications
- Responsible for monitoring loan processes and complying with state and federal regulations
- Ensured stipulations and conditions have been met and are in adherence to Company policy
- Ensured appropriate signatures have been obtained and correct data input errors and omissions
- Maintained accurate records of loan processing activities and documents in CRM system
- Coordinated closing process with attorneys, title companies, and government clerks
- Received on-going, comprehensive training on home loan products and mortgage process
- Collaborated with Loan Officers to provide timely, accurate service for clients throughout entire mortgage process
Education
Bachelor of Business Administration - Currently On Hold
Southern New Hampshire University
Hooksett, NHSkills
- Exceptional Customer Service
- Effective Verbal Communication
- Technical Support Expertise
- Proficient in Microsoft Office Suite
- Problem Solving and Troubleshooting
- Quality Control and Accuracy
- Strong Organizational and Time Management Skills
- Multitasking Abilities
- Fraud Prevention and Detection
- Customer expectations management
Timeline
Financial Retirement Specialist
Empower Retirement
07.2023 - Current
Customer Relationship Advocate
Fidelity Investments
11.2022 - 05.2023
Loan Review Specialist
SoFi
04.2021 - 09.2022
Help Desk Support
Availity
01.2020 - 04.2021
Claims Benefit Specialist
Aetna
08.2018 - 01.2020
Mortgage Loan Processor / Mortgage, Document Specialist
RP Funding
03.2016 - 04.2018
Bachelor of Business Administration - Currently On Hold
Southern New Hampshire University
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