Laura Seay Email & Phone Number

Dearborn, Michigan, United States

The Benefits Client Specialist is responsible for owning the retirement process with employees as well as providing survivor support for families when employees or former employees pass away.Concurrently work with a global team on projects related to ongoing client delivery and complex support processes, while connecting directly with benefits participants.Handle scheduled benefits appointments, and interactions individuals going through the retirement process (pension, health, 401k).Provide requested information, research complex questions, and document outcomes.Learn about benefits administration through client interactions and requirements.Identify process improvement opportunities and work with team to implement.

Enhanced data accuracy and completeness by 10% through efficient use of electronic health records systems tomanage patient information, update billing details, and track payment status, adhering to HIPAA regulations.Identified process improvement opportunities to enhance operational effectiveness and resulting in 20% increase inprocessing productivity.Conducted thorough eligibility assessments to determine individuals' qualification for various programs and benefits

Las Vegas Metropolitan Area

Directed customers to efficiently apply for services such as ATM cards, direct deposit of checks, and certificates of deposit online; increased online service adoption rates by 30% and reduced in-branch visitsLed a team of customer service representatives, providing mentorship and guidance to enhance their performance and professional development, resulting in a 20% improvement in team productivity and customer satisfaction scores.Maintained understanding of current web technologies and banking services offered online through continuing education, participation in professional conferences, and workshops.

As a contact center representative, built and maintained strong relationships with clients by actively listening totheir needs, addressing inquiries, and providing expert guidance on banking products and services.Identified root causes of customer complaints and implemented targeted solutions, leading to an overall decrease inrecurring issues, and consistently ensured over 90% satisfaction and loyalty for high value clients.Championed team coordination efforts, fostering a culture of excellence; optimized inquiry response processes, cutting down resolution times by 30% and a 15% boost in positive feedback.

Bachelor'S Degree, Tv/Media Studies

Screen Arts & Cultures

Bachelor Of Arts - Ba