Kailea Fournier

Member and Employer Relations: Respond to a high volume of inbound calls from members, retirees, and employers providing timely and professional support regarding retirement benefits and account-related inquiries.

Front Desk & Visitor Support: Assist with front desk operations by greeting visitors and assisting walk-in members and retirees.

Priority Management: High level of management dealing with competing priorities in a fast-paced environment while maintaining professionalism, accuracy, and service standards.

Member & Employer Education: Assistance with educating members, retirees, and employers on retirement system policies, procedures, timelines, and available resources.

Cross-Team Collaboration: Collaborate to assist other teams with workload by completing account changes such as updating addresses, emails, and phone numbers, as well as verifying electronic direct deposit changes in accordance with verification guidelines.

Account Documentation & Record Accuracy: Maintain detailed and accurate member account documentation with professionalism and attention to detail.

Member Account Management: Management of member accounts, ensuring timely updates and accurate information delivery.

Record Auditing & Compliance: Conducted audits of member records to ensure accuracy, completeness, and compliance with pension plan requirements in regards to service credit allocation and wage reporting.

Refund & Transaction Review: Reviewed refunds and account transactions for accuracy and compliance before final processing.

Billing Preparation & Account Management: Prepared billing statements related to underreported wages and account adjustments for members and employers.

Employer Collaboration & Reporting: Collaboration with participating employers to confirm accurate member reporting, resolve discrepancies, and update member records.

Customer Service Excellence: Delivery of exceptional customer service through prompt, professional assistance and relationship focused support.

Customer Inquiry Resolution: Respond to customer inquiries in person, by phone, and via email regarding banking products, services, and customer account needs.

Team Collaboration & Branch Support: High level of collaboration with team members to support branch operations and customer service goals.

Transactions Processing: Processed teller transactions accurately including deposits, withdrawals, transfers, payments, and account inquiries.

Cash Reconciliation & Vault Management: Balanced teller drawer and managed vault operations while maintaining adherence to internal controls and accuracy standards.