Jennifer Yang

• Review an average of 15–20 applicant cases daily in the National Background Investigation Services (NBIS) system.

• Review applicant background investigation forms and supporting documentation for completeness, accuracy, and compliance with established requirements.

• Identify deficiencies requiring correction and communicate directly with applicants to provide guidance and explain required actions.

• Document case activity in Salesforce and maintain accurate applicant records throughout the personnel processing lifecycle.

• Handle sensitive and confidential information while ensuring processing requirements are met before forwarding cases for the next stage of review.

• Provided clerical and payroll support within the finance and accounting department.

• Performed high-volume data entry of 300+ tickets daily, ensuring accuracy and completeness of information entered into spreadsheets and accounting systems.

• Reconciled physical records against database information to identify discrepancies and maintain data integrity.

• Utilized Microsoft Excel to maintain records, analyze reports, and track missing or incomplete information.

• Supported month-end close processes and financial reporting activities through accurate data management, recordkeeping, and documentation review.

• Reviewed customer profiles, account activity, and transaction records across multiple systems to identify fraudulent activity and prevent financial loss.

• Investigated suspicious account activity and exercised independent judgment to determine whether account restrictions, closures, or further escalation were necessary based on established policies and procedures.

• Consistently met and exceeded production goals by closing 50–60 cases daily while maintaining accuracy, quality, and compliance standards.

• Documented investigative findings, account actions, and case activity within a case management system to support accurate recordkeeping and decision-making.

• Maintained confidentiality of sensitive customer and account information while communicating case outcomes and account actions to customers in a professional manner.

• Researched and resolved escalated customer complaints by reviewing records, analyzing account activity, and identifying root causes.

• Managed a pipeline of 15+ active cases while consistently meeting or exceeding weekly closure goals in a fast-paced, high-volume environment.

• Utilized multiple systems of record to research, document, and track case activity throughout the resolution process.

• Maintained accurate case documentation and records while adhering to established quality standards and procedures.

• Coordinated with multiple departments to investigate issues, facilitate resolutions, and ensure appropriate corrective actions were taken.

• Handled high-volume inbound calls from retirees regarding pension and retirement benefits, providing information and assistance related to retirement plans and procedures.

• Processed retirement requests and updated participant records, including address changes, electronic fund transfer (EFT) information, and tax withholding elections while ensuring accuracy and compliance with established procedures.

• Assisted participants with navigating Benefit Connect to initiate retirement requests, review estimates, create self-service accounts, and update personal information.

• Maintained accurate records and processed participant information while adhering to established privacy, confidentiality, and quality standards.

• Utilized internal knowledge resources to explain retirement plan provisions, procedures, and benefit options and provide retirement processing assistance.