Develop account plans and strategies to maximize client satisfaction, retention, and revenue growth.Analyze client data, performance metrics, and market trends to identify areas of opportunity and improvement.Build and maintain strong relationships with assigned clients, acting as their primary point of contact.Conduct regular meetings and communications with clients to understand their goals, provide updates, and address any concerns.Communicate with internal teams to ensure client satisfaction and facilitate prompt resolution of any issue or challenge.Identify opportunities for account expansion or new business development within assigned client base.Assist team members with tasks, timelines, and deliverables, including collaborating on projects, sharing information, and ensuring effective communication within the team.Actively contribute to team meetings, brainstorming sessions, and collaborative projects, including sharing ideas, providing feedback, and contributing to overall goals and objectives of the team.Presenting reporting and deliverables to assigned client base.

Leading COBRA processes for assigned clients and auditing to ensure processes are being executed properly.Attending client calls and updating status logs with COBRA deliverables.Adding member data in WEX’s site and COBRApoint, then auditing to ensure systems align.Resolve client or members escalations via internal ticketing system.Update carriers with urgent coverage escalations.Load and evaluate weekly Loss of Coverage reports to determine who qualifies for COBRA coverage.Maintain a working knowledge of COBRA law and regulations.

Building client sites (including benefit plan rules, rates, etc), and conducting regression testing to discover software enhancements or needs. Importing data into the system and auditing system data from various sources to produce reports about the summary and details. Preparing employee and employer communication documents. Resolve any data discrepancies with external vendors. Lastly, performing billing tasks such as invoice generation, posting payment, and reconciling receivables.

COBRA and Billing Services tasks: Answering client and member emails and escalations, and being able to prioritize what comes first. Handling member correspondence and updating files for client teams. Running monthly and weekly audits as needed for client teams and adapting them to reflect the information they require. Processing member elections and terminations per client or member request, and in weekly audits of files.Admin tasks: Balancing multiple tasks at once with efficiency, from processing PHI documents and mail to data entry and equipment troubleshooting. Maintaining and planning executive’s schedules. Aiding in building security by logging foot traffic, and updating the office’s emergency protocols as needed. Helping promote office well-being by being a part of the company's wellness group, and further, helping promote the sense of community and fun by leading the GR location's activity group, which involves inclusive event planning, on and off site.

Started as a part-time Member Service Representative in 2014, in East Lansing, MI. Moved up to Financial Services Representative II, and then progressed to Loan Officer I in Grand Rapids, MI.Was one of the Grand Rapids branch trainers, responsible for training 2 new employees at Lansing locations while the GR branch was being constructed. Also responsible for branch duties such as audits, helping plan branch events, staying up-to-date on trainings and compliance, etc. Member of the internal Charity committee and lead for CU Involved committee, responsible for organizing events for the selected charity partners each year, and connecting with organizations in Grand Rapids area.Day-to-day consisted of teller-side operations, opening new accounts (personal, commercial, specialized, etc), making smart lending decisions, and keeping that balanced with the CU Involved lead duties.

Shadowed the East Lansing, MI manager and various department managers within the club. Travelled to other clubs in MI - Traverse City, Saginaw, Flint, etc. - to attend regional management's assessments of clubs (done on a quarterly basis). Aided the HR regional manager in auditing a club, then was solo in auditing the HR analytics for other clubs. Was also responsible for communicating with the other interns during the internship to collaborate on a group project. The group project allowed us to present to Sam's Club head managerial staff on how they could evaluate their internet presence, and how they could better utilize the technology they already had. Project was well-received.