JEFFREY SMITH
Gulfport,MS
Summary
- Extensive experience in customer service and banking, having worked with various financial institutions including Regions Bank, Flagstar Bank, and PNC Financial.
- Roles involved strengthening customer relationships, resolving complex inquiries, and providing guidance on financial products and services.
- Handled high call volumes, managed customer accounts, and assisted with online banking services, demonstrating strong problem-solving and multitasking abilities.
- Recent positions include working as a Product & Solutions Banker and a Medical Claims Coordinator, where he focused on customer satisfaction and effective communication.
Overview
13
13
years of professional experience
Work History
Contractor Covid Response Team Medical Benefits & Claims
Amazon / Apex
Various Remote Contract Positions
07.2024 - Current
- Banking Mortgage Retail Apple Pay Green Dot Bank Wells Fargo Health Equity
Product & Solutions Banker
Regions Bank
10.2023 - 07.2024
- Guided Solutions
- Primary Responsibilities
- Strengthen existing customer relationships by conducting needs-based conversations on a variety of financial products and services. Collections: HELOCS / Mortgage / Loans / Payment & Account Assistance. Achieved Contact Center targets and goals by identifying customer needs and providing appropriate advice, guidance, and education on Regions Financial products and services, including all loan and deposit products. Fields inbound phone calls from Regions’ customers with a high potential to pursue further transactions. Took ownership of customer issues and works proactively with the customer for resolution. Refers customers to an internal team of experts when complex financial goals and needs are recognized. Works with either close supervision or under clearly defined procedures
Contractor
Flagstar Bank Strategic Staffing Solutions
01.2023 - 06.2023
- Consumer Banking / Retail Banking Representative
- Performs advanced customer service activities and initiatives for a broad range of products, services and problem resolution that occurs across multiple channels for our customers. Assisted clients with the Online Banking Conversion through our web site and Mobile App. Assist customers with their everyday Banking needs. Whether Online Banking - Funds Transfer (Internal or External) - Bill Pay - Disputes - Stop Payments - Debit & Credit Card issues to name a few. The following software applications were utilized on a daily basis: DNA - CLIENT CENTRAL (FISERV) - SALES FORCE - RELATIONSHIP MANAGER - PARTNER CARE - CASH EDGE
Contractor Group Protection Benefits Specialist
Lincoln Financial Group
08.2022 - 01.2023
- Handled roughly 75-100 customers throughout the day, answering questions and providing information regarding their claim through the utilization of multiple applications and platforms. In addition, provided verification of benefits as needed for member. Educated the customer/employer regarding the product (primary products: FMLA and disability) while having a strong focus on attention to detail to ensure the claim/leave is notated appropriately. Communicated effectively through email/phone with internal/external stakeholders in a customer centric and professional demeanor while recognizing what needs to be done to meet customers’ expectations and demonstrates flexibility/responsiveness to meet customer needs on routine work independently.
Contractor
Continuum Global
02.2022 - 08.2022
- Assisted employees with new leave requests in response to Covid 19 Medical Leaves.
Medical Claims Coordinator
Cigna Health Care
09.2021 - 02.2022
- Answer inbound calls from members regarding medical, dental, and pharmacy claims and benefits dedicated to Individual & Family Plans. An average of 50-100 calls are expected daily. Take calls back-to-back while toggling through several applications on multiple screens. Resolve customer questions through independent problem-solving skills and one-call resolution. Understand and strive to meet or exceed call center metrics while providing excellent, consistent customer service.
PNC Financial
Pittsburgh, PA
08.2018 - 09.2021
- Customer Care Center & Online Banking / Business Banking / Credit Card / Mortgage / LOC
- Performs advanced customer service activities and initiatives for a broad range of products, services and problem resolution that occurs across multiple channels for our customers. Assist customers with their everyday Banking needs. Whether it be Online Banking - Funds Transfer (Internal or External) - Bill Pay - Disputes - Stop Payments - Debit & Credit Card issues to name a few. HELOCS / Mortgage / Loans / Payment & Account Assistance Delivers CARES model to customers and service partners. Receives, investigates and responds to customer inquiries regarding complex products, services and issues via all channels through which customers are served. Resolves customer service inquiries and issues. Recommends appropriate solutions. Resolves more complex or reoccurring issues. May interact with higher levels within the customer organization. Maintains high levels of customer satisfaction consistent with PNC’s core values. Demonstrates commitment to quality through customer and service partner interactions. Serves as a coach or mentor and may serve as a trainer to the customer service team. Documents customer interactions and completes service requests to minimize customer effort or additional action. Understanding of the necessity and value of accuracy and attention to detail; ability. to process information with high levels of accuracy. Advise, educate and engage clients on a variety of technological tools and resources allowing them to explore solutions to achieve their goals and financial well-being.
Sitel Operating Corp
Jacksonville, FL
02.2013 - 08.2018
- Consumer Affairs Starbucks Campaign Remote
- Resolved various customer service issues while adhering to policy and procedures.
- Customer Service Phone representative including sales, billing, and troubleshooting accounts.
- Maintained high call volume and resolution rate.
- Data entry, invoice correction, trouble shoot tickets.
- Handled call queue in a seamless and simultaneous manner.
- Diligently and professionally offered customers options and restitution on sensitive issues regarding the Starbucks Rewards Program and Visa card
Education
GED - undefined
Yonkers Public Schools
Skills
- Friendly, positive attitude
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Flexible and adaptable
- Dependable and responsible
- Multitasking
- Excellent communication
- Critical thinking
- Organizational skills
- Calm under pressure
- Active listening
- Organization and time management
- Decision-making
- Problem resolution
- Verbal communication
Timeline
Various Remote Contract Positions
07.2024 - Current
Product & Solutions Banker
Regions Bank
10.2023 - 07.2024
Contractor
Flagstar Bank Strategic Staffing Solutions
01.2023 - 06.2023
Contractor Group Protection Benefits Specialist
Lincoln Financial Group
08.2022 - 01.2023
Contractor
Continuum Global
02.2022 - 08.2022
Medical Claims Coordinator
Cigna Health Care
09.2021 - 02.2022
PNC Financial
08.2018 - 09.2021
Sitel Operating Corp
02.2013 - 08.2018
Contractor Covid Response Team Medical Benefits & Claims
Amazon / Apex
GED - undefined
Yonkers Public Schools