• Remotely managed a team of 7-10 full time employees ranging across multiple geographic locations• Hired, trained, mentored, and promoted several employees in the practice of managing short term disability claims• Utilized reporting tools such as Tableau, MS Access, and Excel to develop, monitor and act on reports to ensure quality control within the claims team operation• Engaged Resources outside the claims team such as leaves, Clinical, Reporting and Analytics, IT, Payments, and Training to troubleshoot and resolve customer/claimant inquiries.• Acted as the go to point of contact for all day to day and escalated customer issues pertaining to Short Term Disability Benefit. Interacting directly with high level customer and internal stakeholders to ensure positive customer experience• Worked with high touch/escalated claimants directly as needed to assist the greater team effort• Reviewed complex claims including all adverse determinations to ensure proper handling and determinationsAdditional Project Work • Participated in multiple customer pilots targeted and improving customer satisfaction scores• Assisted in ensuring the customer would continue to use our services during the Request for Proposal process• Participated in leading the team through Integration with Planning, Training and Pivoting as needed to ensure completion of Integration• Assisted in leading ongoing refresher trainings for the team to ensure customer satisfaction and assist in determination and duration management

• Processes increasingly complex claims for payment or denial in accordance with established procedures and guidelines• Demonstrate flexibility and responsiveness to meet customer needs and provide customer service to internal and/or external stakeholders• Recognize issues or concerns and suggests process improvements• Review and provide specific information to increasingly complex questions/concerns from employees, employers, and colleagues • Communicates with claimants’ employers, and various medical professionals to gather information regarding the application for, payment of, and ongoing management of Short-Term Disability (STD)• Trained incoming case managers, facilitate training sessions and meetings, Served as an internal resource to new employees• Reviews escalated complex claim issues and handle escalated customer service issues• Evaluates and refers appropriate claims and risk management resources such as Consulting Nurses and Human Resource Generalists • Awarded multiple recognitions for assistance with training, customer service, project management, and de-escalation

• Document and research customer claims to assist with resolution in a timely manner• Maintained files, records, databases and prepared routine management reports.• Reviewed, verified and identified customer transactions to detect and prevent financial crimes activities.• Execute extensive research in a demanding environment while balancing excellent customer service• Maintain compliance with Regulation E, Bank Secrecy Act, Regulation CC, and Regulation DD

• Provide first call resolution, while following strict procedures that met compliance guidelines• Navigate multiple computer systems, search tools and applications to find information to analyze complex issues for Consumer and Business clients to identify and asses customer's need, while finding the best course of action for customer resolution• Excellent verbal, written, and interpersonal communication skills• Proficient in using CIV, CSA, Hogan, FDR, DIPR, DP, CCM (Customer Contact Manager) for customer research and servicing• Provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving complex customer issues• Strong analytical skills with attention to detail and accuracy• Extensive knowledge and understanding of banking products and services

• Maintain extensive awareness and understanding of banking processes, compliance, products and services• Ensure high levels of customer satisfaction• Maintain strong attention to detail and accuracy• Effectively work independently with minimal supervision

• Coach and motivate team to drive sales and deliver exceptional customer service• Deliver sales, customer experience, merchandising, visual, and operational expectations• Maintain an awareness of all product knowledge, and current or upcoming product / trends• Assist store manager in preparation and execution of quarterly audits• Review performance data for sales and financial goal achievement reports• Share expertise of products and trends to fit customer’s needs