Britney Anderson

• Handled sensitive information with discretion, ensuring confidentiality of personal and financial details for claimants throughout the claims examination process.
• I personally managed 3 department email boxes each with over 20 emails per day requiring a response within 24 hours.
• I answered all incoming call intakes for new claims which would range from 10-15 per day.
• I also managed the company's Workplace Violence report for the whole USA weekly.
• Maintained detailed records of all claims activities, ensuring compliance with regulatory requirements and company policies.
• Researched claims and incident information to deliver solutions and resolve problems.
• Provided exceptional customer service by empathetically addressing claimants'' concerns and effectively explaining the claims process to them.
• Mitigated fraud risks by identifying suspicious patterns in claims data and escalating concerns to appropriate teams for further investigation.
• Conducted thorough investigations of complex claims, gathering relevant documentation and interviewing witnesses when necessary.
• Interviewed claimants and witnesses to gather factual information.
• Worked with private investigators and attorneys on preparation of evidence, witness statements, and other documentation in preparation for trial.

During this time I began my journey in trying to conceive a child which came with a lot of medical issues, appointments, procedures and illnesses that prevented me from working during this time. I began Maternity leave in June of 2022 and was on Maternity/Parental bonding during this time.

• Reviewed applications and supporting documents to verify claims eligibility and accuracy.
• Reviewed and analyzed claims to ensure accuracy, completeness, and compliance with company policies.
• Managed high volume of claims ranging from 25 to 50 new claims per day all while prioritizing tasks to meet deadlines without sacrificing quality.
• Evaluated accuracy and quality of data entered into agency management system.
• Handled escalated customer concerns regarding claim denials or delays with empathy and professionalism.
• Complied with regulations and guidelines related to claims processing to maintain quality and adherence to standards.

• Responsible for increasing customer satisfaction and retention through the performance of the following duties
• Responsible for providing world class customer service to all members while servicing all their needs to identify policy, procedures and correspondences while handling incoming calls ranging from 90-120 incoming call daily.
• Worked with providers on insurance verifications and benefits eligibility.
• Assisted all member with using KP.org to manage their healthcare at the palm of their hands.
• Coordinated with various departments to resolve complex client issues effectively and in a timely manner.
• Utilized CRM tools proficiently for efficient case management, tracking progress, and documenting resolutions.
• Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
• Guided new team members through onboarding procedures, acting as a mentor and resource for questions or concerns.
• Balanced multiple priorities simultaneously, managing a diverse range of customer inquiries without compromising service quality.
• Achieved high customer satisfaction ratings by delivering empathetic support during challenging situations.
• Reduced average call handling time by developing personalized scripts that addressed common customer queries.
• Maintained accurate records of customer interactions, capturing essential data for analysis and improvement purposes.
• Maintained high customer satisfaction standards to meet or exceed targets.

• Handled retirement plan and 401K accounts for high profile clients in an inbound call center environment.
• Discussed balance, account options and other retirement plan inquiries.
• Processed all withdrawals, loans, hardships, and deposits; Performed all tasks while abiding by FINRA and IRS rules and regulations.
• Maintained up-to-date knowledge of industry regulations, trends, and best practices to provide informed advice to clients.
• Enhanced customer relationships with personalized service and addressing individual concerns promptly.
• Increased client satisfaction by providing tailored financial advice and investment recommendations.

• Handled my own book of business for clients whose vehicles were past 90 days past due to try and work with them to make payment plans or arrange vehicle pick-ups.
• Utilized many skip tracing tools to locate clients that changed all their contact information, stopped communicating with the company and were hiding the vehicles.
• Worked closely with vendors who dispatched tow trucks to check out leads to locate and pick up vehicles.
• Interacted professionally with clear, intentional communication and set appropriate expectations on timeline of deliverables.
• Managed multiple accounts simultaneously while adhering to strict deadlines and maintaining attention to detail.
• Developed and maintained successful business partnerships to address and proactively manage service issues.
• Enhanced team productivity with efficient communication, delegation, and prioritization of tasks.

• Utilized strong interpersonal communication skills during client interactions, resulting in increased trust and fostering long-lasting relationships.
• Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
• Maintained compliance with bank policies and regulations while executing various financial transactions for customers.
• Generated new business by conducting thorough financial needs assessments and offering tailored products to clients.
• Improved customer satisfaction by providing personalized banking solutions and exceptional service.
• Promoted financial products by maintaining excellent service offering knowledge.
• Managed deposits, withdrawals and wire transfers to process smooth banking transactions for clients.
• Exceeded individual performance metrics consistently while maintaining exceptional levels of client satisfaction ratings throughout tenure as Personal Banker.