Tierney Austin

• Identify member cues, ask open-ended discovery questions, and grow consumer and business relationships by identifying member needs.
• Understand and position consumer and business deposit, credit, insurance, and investment solutions appropriately.
• Cultivated strong client relationships through proactive communication and personalized service strategies.
• Handle personal and business account transactions, open accounts, and process various types of loan applications.
• Explain basics of credit and savings options and effectively refer more complex business products, mortgage solutions, investment options, and insurance.
• Managed client accounts, ensuring satisfaction and retention through tailored solutions and follow-ups.
• Facilitated conflict resolution between clients and internal teams, fostering a collaborative environment.

• Analyze billing data to identify billing issues and trends.
• Investigate billing discrepancies and work with other departments to resolve issues.

• Assists customer with identifying and resolving processing issues and website access inquires

• Supports inbound calling, outbound calling, email, web chat and outreach to customers

• Process billing applications and determine eligibility by reviewing documentation are in accordance with

established guidelines.

• Review appeals and provides determination resolution.

• Meet Quality Assurance Requirements and other key performance metrics

• Ability to adapt communication style to a wide variety of personalities and situations

• Maintain accurate and complete billing records and documentation.
• Educated clients on health insurance options and benefits tailored to individual needs.

• Led team of 10 to streamline project workflows, enhancing productivity and collaboration.
• Developed trainings/ lessons for students improving test efficiency and knowledge retention for standardized testing.
• Implemented process improvements that reduced operational delays and increased service quality.
• Mentored junior team members, fostering professional growth and skill development within the team.
• Act as a direct link for communication between senior leadership & DCPS staff.