Digital Banking Specialist & Office Manager

Elizabeth C. Kulscar

Monroe, CT · 203-***-**** · **********@*****.***

EDUCATION

Eastern Connecticut State University - Bachelor of Arts: English EXPERIENCE

M&T Bank - Digital Banking Specialist May 2025 - Current

• Handle high-volume inbound calls assisting customers with all personal and business banking needs

• Verify customer identity and ensure compliance with security protocols

• Resolve account issues and de-escalate customer concerns including fraud detection and resolution

• Process transactions and assist with financial products and services

• Implement appropriate banking protocols to navigate customer concerns

• Provide technical and operational support through Microsoft Teams, Direct Connect, and Strivacity

• Sought opportunities to discuss the benefits of digital banking to enhance the customer relationship

• Handle customer service inquires related to: personal/ business digital banking, log in assistance, set up/ send/ investigate payments, bank to bank transactions, and assist with setting up digital wallet

• Consistently met role expectations while working independently in a remote setting The Norwalk Vision Center – Office Manager May 2010 – January 2025

• Communicating with insurance companies and processing claims through Gateway EDI

• Responsible for patient reimbursement issues, ensuring that claims, denials, and appeals are efficiently processed, and resolving billing related issues

• Utilized EMR software

• Compiled all required documents to obtain optometrist credentials from insurances

• Entrusted by optometrist to deposit all insurance and patient checks directly to office banking account

• Utilize Weave software to communicate with patients to confirm appointments, address patient concerns, gather credit card information, and review the office schedule

• Keeping track of patient information in Collections

• Providing customer service by greeting patients, answering phone calls, scheduling appointments and restocking contact lenses and frame inventory

The Eye Center, Dr. Melvyn Mazer - Optometrist Assistant August 2008 – May 2010

• Responsible for taking pupil distance measurements and sizing for progressive lenses

• Fitting patients with the correct glasses

• Responsible for processing prescriptions for glasses and contacts sending them out to labs.

• Authorized patient insurance co-pays for exams and hardware, communicating with insurance agencies and filing information

• Instructed patients on how to wear contact lenses; inserting and removing properly

• Provided customer service by answering phone calls, scheduling appointments and coding TECHNICAL SKILLS

Microsoft Word/ Edge Online Banking Officemate Weave Topographer G-1 (Visual Field Testing)

Gateway Electronic Data Optical Coherence

Interchange (EDI) Collections Tomography (OCT) test Optos Retinal Imaging ICD – 10 Codes

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