STEPHANIE HURDLE

Greensboro, NC ***** / 336-***-**** / ad0mxn@r.postjobfree.com

PROFESSIONAL SUMMARY

I am an experienced and dedicated Sr. Account Resolution Specialist with strong emphasis on patience, empathy, conflict resolution, and customer care. Over the course of my 25-year career, I have developed a deep understanding of the intricacies involved in delivering exceptional service to customers in a fast-paced, team-oriented setting.

SKILLS

Deep understanding of account management principles and practices.

Familiarity with financial concepts such as billing, invoicing, payments, and credit terms.

Ability to identify and analyze complex account issues, assess relevant information, and develop effective solutions.

Excellent verbal and written communication skills to interact with customers, colleagues, and stakeholders.

EXPERIENCE

Sr. Account Resolution Specialist April 2001 to Current

Lincoln Financial Group - Greensboro, NC

Handle and resolve escalated customer account issues, which may include billing discrepancies, payment disputes, service complaints, or other account-related concerns. I investigate the problems, gather relevant information, and work towards finding a satisfactory resolution

Handle customer disputes, ensuring fair and equitable resolutions. This involves reviewing documentation, policies, and terms of service to determine the appropriate course of action.

Provide high-level customer support, assisting customers with their account-related inquiries and concerns. This may involve responding to emails, phone calls, or live chat conversations, and ensuring that customers receive prompt and accurate assistance

Maintain accurate records of customer interactions, including the nature of the issue, steps taken for resolution, and any agreements reached. This documentation helps in tracking trends, identifying recurring issues, and improving customer service processes.

Generate reports summarizing key metrics, trends, and outcomes.

Build and maintain strong relationships with customers, ensuring their satisfaction and addressing any ongoing concerns. By providing excellent customer service and demonstrating empathy, I help foster long-term customer loyalty and retention.

I possess a proficient understanding and experience with Windows, Microsoft Office (including basic excel), Business Objects, AWD (automated Work Distribution Systems), Check System, Lexis Accurint, Oracle database, PeopleSoft, Lifecomm System Vantage, Commonview, and Cold

Managed loan-related inquiries, providing accurate information and guidance to customers.

Utilize the DCAP System for broker-dealers, streamlining processes and enhancing efficiency in client interactions.

Proficiently handles FED W-4R Processing for the annuities team and tax team, ensuring compliance and accuracy in tax-related documentation.

Understands the maturity dates of financial instruments or obligations, such as loans, bonds, or certificates of deposit.

Verify the authenticity of stop payment requests through proper authorization channels.

Identify and categorize orphan sources, which refer to unattributed or unidentified transactions, records, or data.

ACCOMPLISHMENTS

Earned Loma Designations: ALMI, ACS -Successfully completed Accelerated Customer Service Completion in 2014

Completed Loma -321 Marketing - 2014

Served on the Board of Directors, Greensboro Ballet

Dedicated volunteer for various nonprofit organizations