Kirsten Lowe
Walton,KY
Summary
Dynamic financial services professional adept at resolving complex inquiries and enhancing customer satisfaction through effective communication. Experienced in educating participants on health savings accounts, consistently exceeding service expectations and promoting operational efficiency.
Overview
12
12
years of professional experience
Work History
Health Savings Account Specialist 2
Fidelity
Covington, KY
06.2025 - Current
- Educated participants on health savings account mechanisms and IRS regulations.
- Acquired advanced knowledge in reimbursement accounts. in reimbursement accounts, including FSAs, HRAs, and RMSAs.
- Resolved customer inquiries and complaints utilizing strong problem-solving skills.
- Identified needs of customers promptly and efficiently.
- Delivered exceptional customer service in a fast-paced environment.
- Mentored team members by allowing shadowing during calls to share best practices.
- Actively engaged in team discussions to promote morale and collaboration.
- Contributed to testing a new system for participant services. in a pilot that tested out a new system to service participants
Financial Customer Associate
Fidelity
Covington, KY
06.2024 - 07.2025
- Provided exceptional customer support, resolving inquiries and concerns through efficient communication channels while consistently meeting or exceeding customer satisfaction goals.
- Communicated with clients to understand their financial hardships and provided educational information in regard to their options.
- Collaborated with internal teams to resolve customer inquiries and issues in a timely and professional manner.
- Actively listened to customers, addressing their questions and concerns with accurate and effective solutions.
- Conducted extensive research to provide accurate and efficient answers or solutions to customer inquiries.
- Entered accurate call comments and provided necessary information in escalated calls to ensure exceptional customer service.
Client Relationship Advocate
Fidelity
Covington, KY
02.2024 - 04.2024
- Demonstrated ability to manage multiple tasks while remaining adaptable and flexible.
- Focused on learning new skills and staying updated with industry changes.
- Participated in ongoing training to enhance own job skills and knowledge.
- Fulfilled objectives established during onboarding process set by my onboarding leader while studying for the SIE.
Escalations Specialist - Trouble Ticket Team
Citi
01.2019 - 10.2023
- Ensured punctual task completion of open tickets, consistently meeting deadlines.
- Collaborated with cross-functional teams to resolve online issues efficiently.
- Created comprehensive documentation of customer issues and resolutions in ticketing system.
- Developed strategies to enhance customer satisfaction and operational efficiency.
- Suggested process improvements benefiting team and customers through initiative.
- Conducted thorough analysis of processes to identify improvement areas and streamline operations.
- Researched best practices and trends to improve project processes and efficiency.
- Collected project data to generate informative reports for management evaluation.
- Facilitated effective communication with senior management through timely report delivery.
- Monitored project progress and reported updates to management regularly.
- Facilitated training sessions for new employees for new software tools used in project management.
Escalations Specialist - Online Banking
Citi
Covington, KY
05.2015 - 01.2019
- Resolved escalated customer issues with tact and diplomacy, highlighting conflict resolution expertise.
- Demonstrated excellent problem-solving abilities in order to resolve complex customer issues quickly and efficiently.
- Researched and resolved customer inquiries related to online banking transactions in a timely manner.
- Provided technical support in the use of online banking systems, including troubleshooting issues.
- Advised customers on best practices when using online banking products and services.
- Promoted awareness of available features within the organization's various online banking platforms among customers.
- Updated internal documentation related to changes in policies or procedures for handling online banking services.
- Chosen to join a pilot program and support a team in handling calls, metrics, and daily inquiries.
- Evaluated team calls and delivered coaching to enhance AHT.
Escalations Specialist - Retail Bank
Citi
Covington, KY
11.2014 - 05.2015
- Provided support to multiple departments in Citi Banking (OneStop, Citiphone, Cit Bank Branches, and CitiGold).
- Interacted with customers to quickly handle escalated queries and complaints.
- Addressed non-fraud client disputes to maintain trust.
- Managed inbound calls from customers; addressed inquiries, complaints, and other requests for assistance.
- Assisted in troubleshooting and resolving service and operational issues.
- Developed specialized skills in customer service and client relations.
Education
High School Diploma -
Simon Kenton High School
05-2009
Skills
- Detail oriented
- Microsoft Office proficiency
- Cross-functional collaboration
- Effective communication
- Conflict resolution
- Project management
- Adaptability and flexibility
- Account management
Personal Information
Title: Health Savings Account Specialist 2
Timeline
Health Savings Account Specialist 2
Fidelity
06.2025 - Current
Financial Customer Associate
Fidelity
06.2024 - 07.2025
Client Relationship Advocate
Fidelity
02.2024 - 04.2024
Escalations Specialist - Trouble Ticket Team
Citi
01.2019 - 10.2023
Escalations Specialist - Online Banking
Citi
05.2015 - 01.2019
Escalations Specialist - Retail Bank
Citi
11.2014 - 05.2015
High School Diploma -
Simon Kenton High School