Jermaine Embry
Albuquerque,NM
Summary
Dynamic professional with extensive experience at Fidelity Investments, specializing in customer service and regulatory compliance. Demonstrated expertise in resolving complex issues and educating clients on health savings accounts and retirement benefits. Proficient in data analysis and financial consulting, consistently enhancing customer satisfaction and achieving positive outcomes.
Overview
24
24
years of professional experience
Work History
Health Savings Account Specialist II
Fidelity Investments
Albuquerque, NM
03.2022 - Current
- Providing outstanding customer service to inbound callers while responding to their inquiries and requests on their Health Savings Account.
- Seeking opportunities to ask effective questions and provide education to reframe the Health Savings Account as an account that can be used to meet health care expenses now and in the future.
- Referencing multiple on-line resources effectively while simultaneously conversing with customers to resolve complex problems.
- Adhering to quality procedures and ensuring compliance with regulatory requirements.
- Participating in several initiatives and engaged in various projects to improve the customer and associate experience.
Financial Associate 401k
Fidelity Investments
Albuquerque, NM
01.2018 - 02.2022
- Providing outstanding customer service to inbound callers while responding to their inquiries and requests on employee benefits plans.
- Seeking opportunities to educate customers to take ownership of their needs and maximize their retirement benefits by providing resources and guidance.
- Consulting and educating customers to achieve desired outcomes for their retirement savings.
- Referencing multiple on-line resources effectively while assisting needs and conversing with customers.
- Adhering to quality procedures and ensuring compliance with regulatory requirements.
- Obtaining and capturing feedback from customers to help identify customer experience improvement opportunities.
Health and Welfare Associate
Fidelity Investments
Albuquerque, NM
08.2017 - 01.2018
- Assisted with education and guidance regarding employer sponsored health plans.
- Contacted insurance vendors for resolving eligibility and enrollment concerns.
- Processed work items to assist with complex situations and provide ideal outcomes regarding customer needs.
- Used multiple resources and provided education while conversing with customers.
Aircraft Parts Store Technician
United States Air Force
Holloman Air Force Base, NM
07.2001 - 09.2004
- Issue F117-A Stealth fighter assets and support equipment.
- Inspect palletized cargo and paperwork for 600 short tons ready for deployment.
- Inspect property and coordinate the movement of shipments.
- Train personnel on proper procedures for Supply Asset Tracking System.
Education
Associate’s Degree -
New Mexico State University
11.2001
High School -
Northwestern High School
Flint, MISkills
- Customer service
- Health savings accounts
- Regulatory compliance
- Problem resolution
- Data analysis
- Financial consulting
Accomplishments
- Experience with sports
- Awards from both High School and Military
- Recognition as MVP for 401K and HSA products
- Musician who is skilled on drums and keyboard
Timeline
Health Savings Account Specialist II
Fidelity Investments
03.2022 - Current
Financial Associate 401k
Fidelity Investments
01.2018 - 02.2022
Health and Welfare Associate
Fidelity Investments
08.2017 - 01.2018
Aircraft Parts Store Technician
United States Air Force
07.2001 - 09.2004
Associate’s Degree -
New Mexico State University
High School -
Northwestern High School
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