Client Services Specialist

Thomasena Anderson

************@*****.*** 706-***-****

Client Services Specialist

Dedicated Client Services Specialist with over 20 years of experience delivering exceptional customer support and fostering strong client relationships. Proven ability to manage client accounts, resolve complex issues, and enhance client satisfaction. Skilled in effective communication, problem-solving, and utilizing CRM systems to optimize client interactions. Committed to understanding client needs and providing tailored solutions that drive loyalty and business growth. Proficient in Microsoft Office (Word, PowerPoint, Excel, Teams, Outlook), Wynsure, PEGA. ECM System, Genelco and TPX.

Areas Of Expertise

Engaging Communication I Financial Reporting I Product Knowledge I

Analytical Problem-Solving I Empathy

Time Management I Tax Compliance I Accounts Payable/Receivable I

General Ledger Management I Budgeting I

Accounting Principles I Ethical Conduct I Adaptability I Cross-Functional Collaboration I

Team Oriented I Flexibility

Professional Experience

Aflac

Client Services Specialist II

April 2023 – March 2025

Leveraged advanced research and communication skills to reconcile customer payments, meticulously reviewing for premium discrepancies, collaborating with customers to obtain necessary billing documentation, and adjusting payments as required.

Accurately maintained and updated payroll accounts and policyholder information, processing name changes, beneficiary updates, address modifications, cancellations, and other pertinent data to ensure current and precise records.

Provided prompt and effective resolutions to customer, associate, and account contact inquiries, thoroughly documenting each transaction for future reference and contributing to enhanced customer satisfaction.

Premium Processing Specialist II

March 2020 – April 2023

Maintaining and organizing premium files online. Reviewing billing statements for accuracy and ensuring timely disbursement of funds.

Ensuring accuracy in billing statements, premium payments, and adherence to company policies and regulations.

Resolving payment-related issues. Maintaining data integrity in company systems related to premium processing.

Reconciliation Specialist II

February 2017 – March 2020

Conducted thorough reviews of account information on invoices, ensuring all required details were accurate and complete.

Accurately coded invoices to reflect policyholder changes, including terminations, FMLA. cancellations, and missed deductions, facilitating precise reconciliation.

Collaborated with Premium Application teams to reconcile group and individual account premiums, meticulously reviewing incoming group batches to maintain financial accuracy.

Accounting Specialist I/II

January 2002 - February 2017

Maintained and updated individual policyholder information and processed name changes, beneficiary changes, deletions, cancellations, additions, reactivations and refunds.

Resolved complex issues by coordinating with relevant departments and managing workflow.

Provided comprehensive clerical and administrative support, contributing to streamlined office operations and enhanced team efficiency.

Reconciliation Specialist

October 2001 – January 2002

Reviewed client invoices for detailed completeness; processed changes to ensure ongoing accuracy.

Supported the Premium Application Team to reconcile group and individual billing.

Education

Certification, General Clerk – Washington County Vocational School

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