Jacqueline Price-Jerido

*** ********* *****

Rocky Mount, N.C 27801

252-***-**** cell

ac6df3@r.postjobfree.com

Summary:

A highly experienced individual with a diverse background in banking & Customer Service, An energetic person, with integrity, accountable and organized, a team player that can take charge when needed.

CSRA-Customer Service Rep

NcTracks Medicaid. 01/2018-present

Performing under North Carolina’s approval criteria that outlines policies and requirements for specific procedures, proving explanations of claims denials and resolutions in a fast pace environment . Also, staying abreast of new policies.

-Answering and assisting inbound calls from Medicaid providers and recipients regarding the following information:

-Performs review for Prior Approval requests for Pharmacy, may assist in preparations mediatins and hearings.

-Managed care overrides

-Enrollments/reverications/credentialing

-Claim processing, Documents claim and associated history

-Evaluates available information to validate claims

-Verifies policyholder information, policy effective dates, premium status and verification of claim eligibility

-Investigates simple to moderately complex claims and determines level or resolution if appropriate;advises claimant of status, assist in negotiating settlement and resolution of claim

-Identifies payment amount and obtains required management approvals for payment and process payment

BB&T Bank- 2/2013- 5/2017

E-Mail Support Specialist-

• Compose e-mail responses to Online Clients, banking clients, potential client (Retail and Business) and shareholders.

• Assist with development of scripting e-mail responses and serve as mentor to other associates.

• Escalate e-mails to other departments for final resolution and complete follow – up contacts with clients, branch offices and other departments.

• Maintain the required performance standards in quality, attendance, promptness and identifying client needs.

• Suggest scripting changes for improved communication

ACS/XEROX CORP. 10/2012- 01/2013

Humana Customer Support Specialist:

• Inbound Call Center intake calls for Humana Providers

• Enrolled clients with their HMO, POS, PPO, PFFS, PDP

Also, the Initial Coverage Election Period Enrollments

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RBC Bank- 3/2000

Online Banking Specialist II 09/2008-3/2012

Support All Branches & Internal customers with all online maintenance

Enroll & maintenance all OMM issues ( clients with software)

Support maintenance for all Internal /External clients with Check Free/Fiserv issues for OMM

Complete Daily reports for check free/ OMM

Support maintenance for Web banking (Internet) enrollments

Issue Pins & Destroy returning Activation/ pins for all Web banking clients

Converse with Partner Assist with client related issues with checkfree/Fiserv.

Project Support Specialist : 08/2007 –09/2008

RBC Bank.

Expertise in Touch Point applications & Loan Center (Sales & Service/loans Programs)

Provided ongoing feedback to Team Lead on activities related to training, onsite support, and branch staff capabilities

Served as liaison for resolution of issues identified during implementation.

Coached branch members in trouble shooting techniques and communicated best practices.

Merger & Acquisition Team

Supported ANB-Phase 1 merger as a member of the on site Support Team in Ocala, Florida

Supported ANB-Phase 2 merger as a Team Lead in Birmingham Alabama

Coached all branch Members & Management with transforming to RBC Policy’s & Procedures.

Provided One on One Coaching with branch staff on there general duties.

Supported IT Technicians and Contractors with initial setups.

RBC Bank:

Sales/Service Verification assistant 1/2006-8/2007

Assisted Relationship Bankers with account opening procedures

Verified all account openings for Relationship Bankers

Verified all client risk scoring accounts for Relationship Bankers at Call Center

Verified AML/Compliance OFAC- Detech for Relationship bankers

Submitted all opening documentation for all new account holders

Opened Royal Embassy clients (Canadian) accounts

Prepared & submitted all files & documents for our Contractors/ Merchants, to be submitted for storage.

RBC Centura Bank . 3/2000 –12/ 2005

Customer Service Agent/ Agent assistance support for Canada

Assisted all sales/service support for/US Contact Center &Canada Contact Center

Supported Canada Contact Center with All information on Internal/External accounts

Assisted Internal clients with verification accounts for merchants. Giving Internal clients all information maintaining or inquiring about all banking products.

Help train Internal US & Canadian clients in OMM & Web banking, bill payment investigation call backs with resolutions

Assisted Canadian Internal clients with accts transfers (Royal Embassy clients) north & south bound transfers

Assisted and helped Senior CSR with calls and resolution

Community Development:

Communities & Schools- 2005-2007:

Bullock Elementary

Parker Middle School

Rocky Mount Senior High

EDUCATION/TRAINING

Banking Training

Leadership Training (Nash Community College)

Training in TQ leadership

Opportunity Spotting training

Agent Professionalism

Achieving Extraordinary customer relations

Proficient in the use of Microsoft Word, Excel, PowerPoint

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