Life Insurance Office
Resume:
Jolene A. Berns
***********@*****.***
Education:
• Bachelor of General Studies, with Emphasis in Communications and Public Relations, University of Iowa. May 1991
• Life Insurance License Feb 2018
Professional Experience:
JLL Jones Lange Lasalle (formerly BGIS)
Properties Operations Coordinator June 2019
• Process Invoices
• Create Purchase Orders for Vendors
• Vendor Outreach for purchase order/ invoice resolutions
• Liaison between company and client
• Assist with forecasting and budget, meet with client to review invoices monthly
• Perform Quality Assurance on Completed Work/Packets
• Maintain Library of Completed Work Packets
• Leverage various tools and resources to complete research; Client Databases, MS Office, email
Accomplishment:
• Help with transition from BGIS to JLL for our client
TalentBridge February 2019 – June 2019
Tax Analyst/Consultant
• Create outbound emails to Tax Agencies
• Create wires for tax payments to Agencies
• Review other team members outbound emails/files
• Sort Des Moines Super region Tax Agency checks
• Help train other the contingent employee for the department
• Utilize the time tracking – program management tool unique to the client
• Leverage various tools and resources to complete research; Client Databases, MS Office, email
Accomplishment:
• Help facilitate transition of work from Us to India
Insight Global Mar 2018 – February 2019
Client Operations Analyst/Consultant
• Primary point of contact for client inquiries related to Health & Welfare Benefits Administration
• Utilize the Siebel Case / Relationship Management Tool to create and manage service requests
• Created 3 unique Process Documents to streamline support model and highlight best practices
• Research, document and respond to services inquiries, handle escalation issues timely
• Review and maintain client documentation i.e. client specifications and processes
• Customer service partner with service center for enrollments. Triage Client Escalated issues.
• Leverage various tools and resources to complete research; Client Database, MS Office, Siebel CRM, email
Accomplishments:
• Facilitated and supported training on Clients and Solutions to new contract employees.
• Created template to quantify work completed by contract employees to support business case for contract resources.
• Resolved 15 data discrepancies, compiled root cause analysis and submitted recommendation for enhancement
• Monthly average closed 10 service tickets
Businessolver Sept 2013 – Mar 2018
Client Operations Analyst Feb 2016 – Mar 2018
• Proficient in Clarizen Project Management Tool
• Process Daily file transfers to Carriers
• Review inbound files to ensure accuracy and correct any errors
• Triage Carrier Error Reports and update information as needed
• Responsible for monthly reconciliation reports for 9 Clients
• Assist customers during Annual Enrollment averaged 40-50 calls a day
• Updated payroll adjustments for individuals returning from leave for closed loop payroll process
• Verify rates are update timely and accurately
Accomplishments:
• Helped conduct weekly meetings/prepare the minutes of the meetings and training sessions for new Analysts
Accounting Specialist Sep 2013 – Feb 2016
• Process 250 monthly reconciliation reports for COBRA portion of billing for clients Create imports for billing/import data
• Respond to customer inquiries phone and email.
• Maintain/Audit ACH spreadsheet
• Updated member accounts to reflect payment and/or NSF
• Process employee reimbursements and checks other payments
• Review banking statements to ensure transaction recorded correctly – highlight issue for further review
Accomplishments:
• Facilitated process improvements surrounding COBRA monthly reporting
• Help to move employee reimbursements from paper form to direct deposit
McCamish Systems (formerly Marsh MMC)
Accounting Specialist III Sept 2012 – Sep 2013
• Process monthly reconciliation reports and bill customers accordingly for both Private Label and Long-Term Care accounts.
• Responsible for overseeing of information relay between Florida call center and our office.
• Respond to customer inquiries via fax, phone, and email.
• Oversee the generating of annual statements for Private Label participants
• Process Term Pay reports
• Make necessary system and coverage changes and bill accordingly
Marsh MMC Dec 2001 – Sep 2012
Accounting Specialist III Jul 2006 – Sep 2012
• Process monthly reconciliation reports and bill customers accordingly for both Private Label and Long-Term Care accounts.
• Responsible for overseeing of information relay between Florida call center and our office.
• Respond to customer inquiries via fax, phone, and email.
• Oversee the generating of annual statements for Private Label participants
• Process Term Pay reports
• Make necessary system and coverage changes and bill accordingly
Customer Service Specialist III Dec 2001 – Jul 2006
• Assist Customers with insurance questions.
• Averaged 80 calls a day during busy season 100 plus calls. Took supervisor calls
• Process inbound email and survey cards. Completed special projects as requested by supervisors.
• Supervised group of temporary employees, including setting up schedules, phone monitoring, and coaching.
• Assisted Training Department and Administrative Departments on an as needed basis
Accomplishments:
• Managed a mini call center of employees: training, quality assurance of calls, approval of leave and timecards
• Took Supervisor calls
US Bank Mar 2000 – Dec 2001
Administrative Assistant
• Help customers daily with transactions in retirement accounts. Develop and distribute correspondence regarding account activities.
• Facilitate participants with their 401(K) Loans. Process Invoices for payment, order of supplies, process expense report.
• Organized company Booth at the Master Builders of Iowa convention.
• Review statements to ensure transactions recorded correctly
Accomplishments:
• Led company’s “Denim Days” fundraising drive to benefit United Way.
• Organized the Torch Run Kick-Off party for the Iowa Games
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