Chloe Abbott

Actively engage with existing and prospective customers to create a positive member experience that is consistent with the values and culture of the organization.
Ensure all customers receive prompt, professional, helpful, and courteous service during each interaction.
Deepen member relationships through expert knowledge of credit union products and services and the execution of member engagement strategies through in-person conversations, relationship calling and referrals to other business lines.
Use a consultative approach and resources such as the Member Vision Plan to develop solutions that will educate and improve member's financial well-being.
Ensure accuracy and completion of all transactions, retail product sales, and member service requests as outlined in the employee performance standards.
Efficiently onboard members in the system and complete outbound call programs and set appointments to meet member needs, as assigned.
Support the Member Service Center with incoming calls as scheduled, monitor activities and remain flexible to changes.
Build meaningful relationships by participating in branch promotions and community events, as assigned.
Work effectively in a team environment across all organizational levels.
Perform other duties as assigned

• Evaluated customer eligibility for health and social service programs using state guidelines.
• Processed applications and documentation to ensure compliance with regulatory requirements for interested customers.
• Conducted interviews to gather information, clarifying program requirements for customers.
• Promoted a customer-centric approach within the team, emphasizing empathy and understanding when assisting clients with complex eligibility challenges.
• Maintained high levels of confidentiality while handling sensitive personal information, following strict protocols for data security and privacy.
• Resolved discrepancies with customer applications to verify eligibility for SNAP Benefits and/or Medicaid eligibility.

• Completed daily cash handling functions such as approving daily cash deposits, downloading bank activity into an organized excel document for the finance department, and requesting supporting documents as needed from the consortium and financial institutions
• Gathered financial information, prepared documents, and closed books in a timely manner for the month-end processes
• Assisted in reducing outstanding accounts receivable balances by diligently following up on overdue invoices with customers and requesting cash and/or check payments are received and logged properly and efficiently.
• Prepared working papers, reports, receipts, and supporting documentation for audit findings
• Post and process journal entries for all incoming revenue on a daily basis
• Maintain constant communication with various types of payors such as customers, vendors, business pertaining to cash payments, check payments, ACH payments, insurance payments, grant related payments, tenant payments, employee reimbursements, and vendor related payments to ensure accuracy and timeliness of payment agreements.

• Handled sensitive patient & employee information with discretion, adhering to strict HIPAA guidelines and safeguarding privacy at all times
• Managed incoming phone calls efficiently, directing callers to appropriate personnel while providing courteous service at all times
• Greeted visitors, new employees, staff, and patients and provided necessary paperwork to facilitate services
• Streamlined human resource operations through the implementation of an effective filing system for employee documentation
• Conducted new hire orientation to verify completion of appropriate paperwork, entering extremely high volumes of data for new staff on human resources database
• Maintained payroll for over 900 employees by calculating, collecting, and entering data
• Verified timekeeping records and handled any discrepancies with employees and supervisors
• Ensured timely payment of employee wages by consistently meeting deadlines for payroll processing
• Managed garnishments, levies, and support orders according to state laws while protecting employees' privacy rights
• Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions
• Matched purchase orders with invoices and recorded necessary information.

• Processed unemployment insurance claims in accordance with the state and federal regulations
• Assisted customers in navigating the unemployment benefits system by interpreting complex labor laws, regulations, and guidelines to determine eligibility for benefits
• Maintained up-to-date knowledge of federal and state regulations governing unemployment insurance programs, ensuring compliance at all times
• Maintained strict confidentiality when dealing with sensitive customer information, adhering to all privacy regulations and guidelines
• Handled escalated customer issues professionally, working towards satisfactory resolutions without compromising company policies or procedures
• Provided exceptional customer service to both internal and external stakeholders while managing a high volume of incoming calls and emails daily
• Investigated discrepancies between employer reports and customer statements in efforts to reduce fraudulent claims
• Handled high call volumes for 4 hours daily maintaining professionalism, excellent customer service, and effective communication.