• Made independent judgments in order to respond to complex or critical client issues.• Identified, documented, reported all repetitive questions and/or problems, and recommend potential solutions.• Provided on-the-job training for new or existing representatives.• Assisted with work distribution, expedition, and the development of work plans for representative.• Other ad hoc projects as assigned.• Continuance of the PCA I duties with additional responsibilities.PCA I• Managed incoming customer service inquiries from members, providers, physicians, internal and external clients related to pharmacy benefits, to resolve problems in a timely manner. • Assisted and direct members in understanding and maximizing the use of their pharmacy benefits by using a computerized system to gather information and respond to questions. • Relayed inbound and outbound member, provider and physician calls. Answer questions related to pharmacy benefits, while maintaining productivity standards and performance guarantees.• Collaborated with other operational departments to research and resolve mail order and claims issues while meeting performance requirements and goals.• Maintained accurate and complete documentation of all inquiries while continuously improving the customer service process to reduce potential legal concerns.• Identified document issues or resolutions in a common database so that corrective action can be pursued and expedited, and escalate issues as necessary.• Collaborated with other customer service representatives and supervisors by leading daily meetings to ensure that best practices are shared.

• Assisted with maintenance of internal controls to ensure compliance with policies and procedures.• Managed and resolved customer concerns using the proper policies and procedures.• Provided information to / referred customers on new products and services.• Handled complex transactions very well under minimal supervision.• Assisted Service Managers and Lead Tellers with workflow to ensure the teller line runs efficiently by assisting with coaching and teller reviews.• Built great rapport with both external and internal partners.• Achieved individual and team monthly sales goals• Interacted positively with difficult or hostile customers; dealt with a diverse customer base• Completed daily audits to ensure proper documentation was compliant with the bank policies and procedures