EMMANUELLA LAZARD

• Managed over 10 customer inquiries regarding account balances, transaction history, services charges, and interest rates per day.
• Processed customer transactions promptly, minimizing wait times.
• Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
• Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
• Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
• Provided customer records, account statements and copies of checks.
• Reconciled cash drawer and resolved discrepancies.
• Counted and packaged currency and coins.
• Educated customers on use of banking website and mobile apps.
• Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
• Served as primary point of contact for customers, providing assistance with account maintenance and transactions.
• Monitored and reported suspicious activity in line with bank security policies.
• Assisted with training of new tellers on policies and procedures.
• Identified sales opportunities and referred customers to branch partners in financial services.

• Cashed checks, accepted deposits and withdrawals within assigned limits and calculated daily transactions using computers, calculators or adding machines.
• Opened over 15 checking, savings, money market and certificates of deposit accounts and ordered checks, debit cards per week and furnished online banking details to facilitate new transactions.
• Identified customer financial needs through in-person efforts, cold calls, referrals and marketing while providing strong product knowledge and quality service.
• Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
• Displayed knowledge and proficiency in explaining, selling and administering products and referred customers to appropriate resources for enhanced services.
• Managed escalated phone calls by applying conflict resolutions skills and extensive knowledge of bank policies, products, and services.
• Educated customers on features and benefits of banking products and services.

Trained newly hired staff on database encoding

• Audited work of specialists
• Distributed reports from various system drives that needed processing
• Created job aides for processing reports
• Sent in daily count of what reports were completed by specialists and what was outstanding
• Reported monthly invoices to senior management
• Processed bi-monthly reports pertaining to prescription drug aide
• Corresponded with Claims department to correct customers' file in reference to secondary coverage. Corresponded with Appeals and Grievance department to verify or correct customers' primary or secondary coverage of their claims
• Reconciled accounts, managed audits and records with remarkable accuracy

Validated other health insurance by contacting representatives to confirm primary or secondary coverage.

• Maintained database records for Medicare membership, assists with Medicare questions, and updates Medicare Coordination of Benefits(COB) information.
• Identified and tracked discrepancies and process monthly reconciliation reports.

Resolved prescription drug event (PDE) eligibility related to errors.

Process retroactive requests on behalf of members in regard to CMS eligibility requests. Monitored payments to ensure they are received or retracted as a result of the reconciliation process.

Tracked reconciliation related special case submission separately from the standard special cases.

Coordinated retroactive cleanup on applications never submitted to CMS.