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Customer Service Account Executive

Location:
Springfield, VA
Posted:
October 31, 2014

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Resume:

Kristen Thompson

acgki3@r.postjobfree.com

240-***-****

Summary of Qualifications:

• Account Executive with fifteen years of experience in the financial services industry.

• Successful history of managing, facilitating, mentoring and training.

• Effective team member, comfortable with leading and collaborating.

• Strong time management skills, prioritizing tasks and meeting deadlines.

• Demonstrates high level of accuracy and has proven ability to work under pressure.

• Excellent customer service, data entry, reconciliation, oral and writing skills.

ACCOMPLISHMENTS: 2012 ICMA-RC Leadership Award

WORK EXPERIENCE

Apple One Frederick, MD

Specialist 07/2014-Present

• Assist the Department of Education with monitoring defaulted student loans. Work closely with private collection agencies to review payment arrangements, payments made and outstanding. Review PACER website to update account with any applicable bankruptcy filings. Review and update employer certifications with respect to garnishments. Review, research and respond to inquiries from the Department of Education website. Escalate issues to the Department and/or private collection agency when needed.

ICMA-RC Washington, DC

Specialist II 11/12-01/14

• Maintain standards, stay well informed on latest trends within the industry, supported corporate and division mission, accurately review and validate customer statements, review annual tax forms, adhere to the corporate policy governing the handling of social security data. Perform high level transaction processing across division lines when necessary, know and apply all processing procedures. Create and process test cases and lead project meetings and train other associates as needed. Review daily control reports and reconcile cash deposits accordingly. Develop and document operating procedures for the unit as needed. Enroll participants and be able to make corrections to customer accounts relating to cash and non-cash type transactions in AdminWeb, point person on complex issues, train associates to perform higher quality of processing. Research and resolve general cash ledger discrepancies, communicate timely and factual information to clients. Be able to handle account requests for employers who maintain over 30,000 employees.

ICMA-RC Washington, DC

Analyst II 2009-2012

• Demonstrated high level of quality and accuracy while performing multiple functions. Ability to perform in absence of management, participate in various task forces. Validated annual tax reporting and quarterly statements. Active involvement in process improvement, reviewing and documenting operation procedures and initiating quality improvements. Complied with various regulations for IRA, RHS and VP products. Collaborated and lead on various projects and created reports directly in the front end system (Omni). Proficient in understanding complex transactions. Accomplished high level of researching skills needed to resolve escalating issues.

ICMA-RC Washington, DC

Analyst I 2007-2009

• Responsible for daily analysis of IRA, RHS and VP transactions and correspondences. Proven capability in analyzing procedures and processes for improvement and efficiency. Ability to work in multiple capacities. Proven analytical skills and ability to apply certain rules for accepting request. Validated investor statements, Form 5498 & Form 1099R reporting and resolved cash and non-cash issues within expected time frames. Processed enrollments, indicative data changes, fund transfers, contributions, transfers, conversions, excess contributions, re-characterizations and distributions. Communicated any issues to investors/employers by phone and/or mail. Generated and reviewed appropriate confirmations and other correspondence. Review daily control reports and reconcile as necessary. Facilitate cash handling through DCS functionality. Contact investors and/or other financial institutions for clarification of issues to ensure the correct handling of accounts.

QUADS/QUADS Financial Group Frederick, MD

Account Executive/Manager 1998-2007

• Reported directly to President, heavily interacted with Vice President and Chief Financial Officer. Primary contact for accounts receivable relating to participant fees. Oversee daily operations and goals of the Department, assessed liability relating to IRS regulations regarding prohibited transactions. Served as liason between attorneys, accountants, various types of insurance agents and title companies. Prepared settlement documents, purchase/partnership agreements on behalf of the investor, interacted with various mutual fund companies. Resolved reconciliation issues and while supervising three associates. Designed training manuals and conducted training sessions for the IRA product. Heavily interacted with investors over the phone and in person by appointment. Assisted IT in the implementation of an online application. Analyzed processes and procedures for efficiency. Handled million dollar investments. Clearance to bnk vault.

EDUCATION

Gov. Thomas Johnson HS

Diploma Acquired

College Semester Hours: 35 (Frederick Community College/Alabama State University)

References Upon Request



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