Jennifer Taylor
Phoenix,AZ
Summary
Customer Service Specialist experienced in resolving complex estate, billing, and insurance cases within banking and healthcare environments. Achieved improved resolution times and compliance through effective case management and clear communication. Focused on enhancing customer trust and satisfaction while streamlining processes for greater efficiency.
Overview
2
2
years of post-secondary education
5
5
years of professional experience
Work History
Senior Customer Service Specialist
Bank Of America
Phoenix, US
02.2025 - 12.2025
- Provided support for families and executors to settle a deceased customer's financial affairs. The team handles account notifications, asset distribution, and trust or probate administration through a dedicated Estate Servicing Operations department.
- Asset Distribution: Transferring remaining funds to rightful heirs, beneficiaries, or estate executors.
- Guided executors through probate requirements, clarifying bank policies and required paperwork for account closure.
- Conducted research to respond to client inquiries and answer questions.
- Matched deceased customer accounts across platforms, identifying remaining assets and preparing distribution lists for timely disbursement.
- Resolved complex beneficiary disputes by reviewing account histories and providing clear transfer recommendations for equitable distribution.
- Improved case intake by standardizing document naming in systems, reducing retrieval time during reviews.
- Communicated sensitive account restrictions to callers, managing objections while protecting estate confidentiality.
- Engaged customers to initiate conversations, build rapport, and address objections effectively.
- Utilize the various bank systems to support clients' requests.
- Navigate multiple computer systems while interacting with the phone client.
- Processed death certificates and estate documents through Bank of America portal, maintaining secure audit trails.
Resolution Specialist III-CMA
Walmart health
Carrollton, US
10.2022 - 08.2024
- Answered inbound and outbound calls, created patient records, and verified insurance to facilitate scheduling.
- Managed clinical patient care and ensured compliance with health protocols.
- Improved patient satisfaction by applying targeted communication and problem-solving methods.
- Enhanced patient satisfaction through effective communication and problem-solving strategies.
Resolution Specialist I
Express Employment Professionals
Irving, US
03.2022 - 10.2022
Leave of Absence Coordinator
Sedgwick
Irving, US
11.2020 - 01.2022
- Reviewed medical documentation and approved 150+ leave requests per year.
- Tracked leave balances and updated pay codes to ensure accuracy in payroll.
- Prepared monthly absence reports in Excel to identify and address recurring patterns.
- Prepared monthly absence reports in Excel highlighting recurring patterns.
- Advised managers on ADA accommodations and documented workplace adjustments.
- Maintained confidential case records and completed timely file audits.
- Coordinated with payroll to correct pay codes and submitted adjustments.
- Reviewed and matched physicians' notes to ensure compliance with policy and flagged discrepancies for adjudication.
- Assessed and calculated intermittent leave to manage employee absences. schedules and updated employee calendars.
- Reviewed complex medical certifications and documented eligibility decisions to ensure compliance with policies.
- Prepared concise absence summaries for HR partners highlighting patterns and exceptions.
- Collaborated with occupational health to design phased return schedules to reduce absences.
Leave of Absence Coordinator
Insurance Placement Solutions
Des Plaines, US
08.2020 - 11.2020
- Negotiated payment plans with patients and collections vendors, enhancing cash flow management.
- Coordinated with clinical staff to obtain missing records, shortening retrieval time for appeals.
- Reviewed patient charts and corrected coding errors to prepare accurate claim submissions.
- Coordinated with clinical staff to obtain missing records, expediting appeal processes.
- Trained referral staff on insurance verification steps, reducing authorization denials at intake.
- Negotiated payment plans with patients and collections vendors to reduce outstanding balances.
- Informed patients of benefit limits and out-of-pocket estimates to set realistic care expectations.
- Processed patient registrations and verified insurance eligibility to confirm in-network coverage with Walmart Health.
- Communicated resolution outcomes to customers by phone and email, clarifying next steps and expected outcomes.
Education
G.E.D -
Tuloso Midway Highschool
08.1990 - 05.1991
Diploma Trade - Medical Assistant
Everest College
Arlington, TX 07.2010 - 06.2011
Skills
- CRM Software
- Case Management
- Claims Processing
- Regulatory Compliance
- Compliance Auditing
- Customer Insights
- Data Analysis
- Attention to Detail
- Problem Solving
- Conflict Resolution
- Negotiation Skills
- Time Management
- Team Collaboration
- Adaptability
- Interpersonal Skills
- Active Listening
- Customer Advocacy
Timeline
Senior Customer Service Specialist
Bank Of America
02.2025 - 12.2025
Resolution Specialist III-CMA
Walmart health
10.2022 - 08.2024
Resolution Specialist I
Express Employment Professionals
03.2022 - 10.2022
Leave of Absence Coordinator
Sedgwick
11.2020 - 01.2022
Leave of Absence Coordinator
Insurance Placement Solutions
08.2020 - 11.2020
Diploma Trade - Medical Assistant
Everest College
07.2010 - 06.2011
G.E.D -
Tuloso Midway Highschool
08.1990 - 05.1991