Natalie Bourne Email & Phone Number

Served as the primary point of contact for a group of large financial institution clients providing technical support to resolve complex issues in support of the client’s credit card portfolio. Conducted critical change processing and audit functions ensuring risk mitigation and revenue retention for Fiserv. As a senior member of the team, served as an SME and also delivered training, coaching and mentoring to other team members.Key Account Management Initiatives▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬✔Consistently a top performer who exceeded performance expectations for KPIs including how long cases stayed open, how quickly we resolved cases, and loyalty scores from clients.✔Communicated information to both technical and non-technical audiences, earning high customer satisfaction ratings. ✔Tracked progress and held regular status meetings with each client to provide effective communication regarding any open cases. ✔Continuously met/exceeded demands, expectations and deadlines through exceptional work ethic and commitment to excellence.✔Recognized for consistently providing outstanding customer support and ensuring outstanding client loyalty. Leadership Engagement ▬▬▬▬▬▬▬▬▬▬▬✔Assisted with coaching and mentoring of new team members both remotely and in person. ✔Provided a high level of product support and expertise, integral in growing a major client to be the largest revenue producer for Fiserv. ✔Supported 5+ major clients during and after their migration from VisionPlus to Optis. Collaborated with product development, implementation, service delivery, and other cross-functional teams to assist with problem resolution to ensure an exceptional client experience. ✔Contributed process improvement ideas and strategies that assisted internal teams and external clients to become more efficient in their day-to-day operations.

Lake Mary, Florida, United States

Promoted to take on more complex cases and independently manage all aspects of long-term disability cases through evaluation and analysis of medical and financial information with higher decision-making authority. Given leadership accountabilities for coaching and training staff, signing off on and approving team member work, and assisting managers with day-to-day duties and special projects. Leadership Engagement ▬▬▬▬▬▬▬▬▬▬▬✔Coached and mentored a large group of new long-term disability analysts. ✔Assisted manager with leading team meetings and successfully motivated the team to exceed goals. ✔Led the team as a SME in complex benefit calculations such as integration with social security disability benefits, work income, workers’ compensation and other types of income. ✔Selected to be a member of the Supplemental Resource Group for 2015 and 2016. Completed training to assist with adjusting Personal Lines and Commercial Lines Catastrophe claims in the event there was a need due to a large-scale catastrophic eventKey Account Management Initiatives▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬✔Utilized appropriate resources including the special investigation unit, medical case managers, vocational rehabilitation case managers, and subrogation units. ✔Developed and implemented a comprehensive claim management plan for each claim. ✔Recognized for attention to detail and consistent ability to meet/exceed performance guarantee criteria.

Examined long-term disability claim information for verification of coverage; reviewed medical history and treatment case records/reports; and conducted detailed interviews to make appropriate approval or denial decisions. Answered customer inquiries regarding plan provisions and managed a caseload in excess of 200 claims. ✔Developed claim management strategies and made effective decisions regarding functional capacity evaluations and independent medical evaluations. ✔Worked with employers and vocational rehabilitation case managers to facilitate a return-to-work for employees who required special accommodations. ✔Recognized for providing exceptional customer service with a high level of claim accuracy and exceeding goals during time of high claim volume. ✔Participated in a collaboration program with an SME from the Life Claims Team and assisted with processing Life Insurance Premium Waiver claims.✔Consistently met/exceeded demands, expectations and deadlines through exceptional work ethic and commitment to excellence.

Miami, Florida, United States

Provided account services to members at the highest volume branch including deposits and withdrawals, official checks, loan payments, and account information. Maintained detailed record of transactions through computer input and daily balancing.✔Utilized cross-selling and relationship building strategies to offer credit union products to new and existing members. ✔Researched credit card or account history to assist with resolving member concerns. ✔Recognized for quality work, attention to detail and follow-up. Highly regarded among management and co-workers.✔Assisted Lead Teller with performing branch opening and closing duties including daily ATM and branch balancing.