Jennifer May
Craigsville,WV
Summary
Results-driven Customer Service and Banking Professional with a strong background in financial services, healthcare administration, and office operations. Delivers exceptional customer experiences through active listening, problem-solving, and service-oriented approaches. Skilled in managing front desk operations, multi-line phone systems, data entry, and maintaining compliance with HIPAA, Fair Housing regulations, and information security standards. Expertise in account management, transaction processing, loan servicing, and Medicare advocacy. Recognized for problem-solving abilities, organizational skills, and streamlining operations to enhance efficiency and reduce costs. Known for delivering personalized financial and healthcare solutions, building strong client relationships, and driving revenue growth through effective sales and service. Passionate about advocating for members to ensure they receive the best support for their financial and healthcare needs. Seeks a full-time role to leverage strong communication, time management, and analytical skills to drive organizational success.
Overview
15
15
years of professional experience
Work History
Customer Service-Medicare/Medicaid Advocate
Alorica
09.2024 - Current
- Assisted members in understanding their Medicare and Medicaid benefits, claims, and available services
- Provided compassionate advocacy, addressing complex healthcare-related inquiries and offering solutions to close gaps in care
- Scheduled doctor appointments and coordinated medically related transportation to ensure members had access to necessary healthcare services
- Educated members about their insurance coverage, including claims processing, benefits eligibility, and service options
- Managed inbound and outbound calls, proactively supporting members and providing tailored recommendations for healthcare services
- Maintained accurate documentation of member interactions, ensuring compliance with industry regulations and company policies
- Collaborated with internal teams to improve service delivery and enhance the overall member experience
Universal Banker
Peoples Bank
Flatwoods, WV
05.2023 - 06.2024
- Provided exceptional customer service by greeting customers, opening and closing various accounts, including checking, savings, money market, and Christmas Club accounts
- Handled account maintenance, processed customer disputes, and facilitated debit card services, including closures, replacements, and travel notifications
- Accurately processed a variety of financial transactions, including deposits, loan payments, check cashing, and issuing certified checks and savings bonds
- Balanced lobby and five-no lane drive-thru operations efficiently while ensuring teller drawer accuracy daily
- Promoted and sold banking products tailored to individual customer needs to enhance financial well-being
- Managed vault teller duties, including ordering and shipping money to the Federal Reserve as needed
- Maintained compliance with banking regulations and security procedures while delivering prompt and precise service
Financial Assistant
First Community Bank
Cowen-Summersville, WV
02.2017 - 03.2020
- Managed daily banking operations, including balancing transactions, processing deposits, withdrawals, cash advances, payments, cashier’s checks, money orders, commercial deposits, and change orders
- Served as Vault Teller, responsible for balancing the vault, preparing shipments for Brinks, and accurately recording incoming and outgoing shipments
- Ensured strict adherence to bank policies and procedures while performing store closing duties
- Scheduled appointments for bankers to assist new and existing customers with financial needs
- Identified customer needs and provided tailored banking solutions to enhance their financial well-being
- Consistently met and exceeded daily, weekly, monthly, and quarterly sales goals, contributing to overall branch success
Bank Teller/Vault Teller
Wells Fargo
Louisa, VA
03.2012 - 06.2014
- Performed all teller duties, including processing deposits, withdrawals, payments, cash advances, cashier’s checks, money orders, commercial deposits, and change orders with accuracy and efficiency
- Ensured daily balancing of transactions to maintain financial accuracy and branch compliance
- Managed vault operations, including balancing, preparing Brinks shipments, and recording incoming and outgoing shipments
- Followed bank policies and procedures to securely close the branch and maintain operational integrity
- Scheduled appointments with bankers to assist customers with financial services and account management
- Identified customer needs and provided personalized banking solutions to enhance their financial well-being
- Consistently achieved and exceeded daily, weekly, monthly, and quarterly sales goals, contributing to overall branch success
Sales and Service Specialist
Bank of America
Montpelier, VA
02.2010 - 03.2012
- Performed all teller duties, including processing deposits, withdrawals, payments, cash advances, cashier’s checks, and money orders while ensuring daily balancing accuracy
- Executed platform sales responsibilities, including opening and closing accounts, handling CD/IRA transactions, and servicing credit cards
- Managed and maintained customer accounts, deepening relationships and acquiring new clients to grow the bank’s customer base
- Provided personalized financial solutions, ensuring customers were in the best banking products to help achieve their financial goals
- Conducted outbound relationship reviews to proactively assess customer needs and ensure they received maximum value from banking products and services
- Delivered exceptional service by educating customers on available financial solutions to enhance their banking experience
Education
High School Diploma - undefined
Webster County High School
Upperglade, WVSkills
- Active listening
- Collaboration and teamwork
- Interpersonal skills
- Creative and critical thinking
- Written communication
- Attention to detail
- Building trust and relationships
- Time management
- Effective multitasking
- Establishing effective relationships
- MS office
- Exceptional telephone etiquette
- Conflict resolution
- Decision-making
- Excellent communication
- Task prioritization
- Teamwork and collaboration
- Problem-solving
- Reliability
- Organizational skills
Timeline
Customer Service-Medicare/Medicaid Advocate
Alorica
09.2024 - Current
Universal Banker
Peoples Bank
05.2023 - 06.2024
Financial Assistant
First Community Bank
02.2017 - 03.2020
Bank Teller/Vault Teller
Wells Fargo
03.2012 - 06.2014
Sales and Service Specialist
Bank of America
02.2010 - 03.2012
High School Diploma - undefined
Webster County High School