Customer Service Sales

CHERYL ZAHNER

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

Gardner, KS ***30

913-***-**** (Home) *.******@*****.*** 913-***-**** (Mobile)

SUMMARY

Engaging Client Relationship Management/Licensed Insurance professional with solid account management and support, benefits and financial services administration experience. Adept at managing multiple priorities and communicating effectively throughout/outside the organization on customers’ behalf while maintaining strict confidentiality of sensitive, private information. Administered employee benefit plans for 630+ client organizations, including coordination of initial conversion and process development. Recognized by customers for ability to establish rapport and build long-term relationships through a solution-oriented approach to issue resolution, consistent support, follow-through, and easy-to-understand communication style. Areas of expertise include:

• Customer Satisfaction & Retention

• Employee Health & Retirement Benefit Plans

• Third-Party Benefits Administration & Regulatory Compliance • Enrollment Presentations & Consultations

• Personal Banking & Investment Services

• Business Process Design & Improvement

ACCOMPLISHMENT HIGHLIGHTS

• Presented open-enrollment information at client meetings/benefit fairs ranging from small groups to 100+ attendees, increasing annual sales ahead of fourth quarter.

• Salvaged a corporate client relationship through prompt problem-solving and professional communications, retaining a significant book of business.

• Administered and monitored high-volume Health Savings Account (HSA) transactions for compliance with regulatory requirements. Recruited to serve as HSA subject matter expert based upon depth of knowledge and experience.

• Partnered with Fortune 500 company client and internal conversion team to transition employee Medical Savings Accounts (MSAs) to HSAs, ensuring a seamless process for employees.

• Created special events for retiree banking customers (i.e., day trips, “Lunch and Learns), building a sense of community within the group and educational support which improved understanding of available financial services, increasing sales.

• Identified and denied 10 – 15 fraudulent credit union membership applications each month over 24 consecutive months, avoiding monetary losses and preventing adverse impact to existing members.

• Exceeded consumer loan origination objectives by 25%, processing an average $1M each month, over four years.

EXPERIENCE

WAGEWORKS, Leawood, KS (Mayer Hoffman McCann Resources/CBIZ, purchased by WageWorks in 2007)

Independent provider of consumer-directed spending solutions/services, ranked as one of the largest in the US.

Certified Flex Consultant 2005 - 2011

Served as third-party administrator to 630+ clients and participating employees for HSAs/Flexible Spending Accounts (FSAs) (125 Plan), Dependent Care Benefits (132 Plan), and Parking/Transit Benefits (105 Plan). Responsibilities included open enrollment presentations, plan implementations, recordkeeping, regulatory compliance, and management reporting.

• Developed and cultivated client relationships, providing service continuity which retained clients and generated new business referrals.

• Reconciled activity (i.e., transactions, new hires, terminations) and prepared management reports, consistently exceeding service levels for timeliness and data accuracy.

• Conducted regular due diligence on employer plans to ensure accuracy and compliance with IRS rules and regulations.

FIRST HORIZON MSAVER, Overland Park, KS

Dedicated health savings trustee, acquired by HealthEquity in 2011.

Assistant HSA Administrator 2004 - 2005

Provided HSA implementation support to clients as well as ongoing customer service and administration. Acted as liaison to internal departments, clients and insurance carriers for HSA-related communications, transactions, and reporting. Updated processes and reporting procedures as needed to ensure regulatory compliance.

CHERYL ZAHNER PAGE TWO

FIRST HORIZON MSAVER (Continued)

• Identified a third-party administrator for Premium Only Plans (POPs) to enable tax deferred contributions.

• Converted MSA records into newly implemented HSAs for Fortune 500 client, Archer Daniels Midland, with zero errors.

HILLCREST BANCSHARES, Overland Park, KS

Community bank, now part of Bank Midwest, serving commercial, consumer, and small business customers.

Personal Banker – Retirement Communities 2003 - 2004

Presented and explained financial services to retiree customers, including asset management and private equity services. Sold services and processed associated transactions. Planned and hosted quarterly customer appreciation events.

• Expanded existing customer base through education, promotional events and services support at two retirement facilities.

COMMUNITY AMERICA CREDIT UNION, Lenexa, KS 1995 - 2003

Financial services institution, providing benefits and banking services to members/owners.

Financial Specialist 2001 - 2003

Processed membership applications, for all locations world-wide, including consumer lending and mortgage applications. Facilitated and managed living trust, power of attorney, and conservatorship accounts.

• Established the standard for customer relations, enhancing membership and cross-selling value-added services which consistently met members’ financial needs.

• Avoided entry of fraudulent applications through comprehensive review and verification of documentation to prevent credit union losses.

Individual Retirement Account (IRA) Specialist 1999 - 2001

Established IRA accounts, managed required minimum distribution levels, and transmitted annual Form-1099 tax data. Provided member relations and responded to service inquiries, including insurance and security issues.

• Recognized for exceptional customer rapport and providing customers with timely, accurate information.

• Reconciled IRA transactions and verified data to ensure accuracy of Form-1099 transmittals.

Financial Sales Specialist, Customer Service Department 1995 - 1999

Originated consumer loans, verified documentation and processed applications. Assumed responsibility for approval authority up to $100k.

• Reviewed loan applications for completeness and verified data accuracy, maintaining compliance with internal loan policies and regulatory requirements.

• Exceeded origination objectives, consistently processing loans valued at over $1M each month.

ADDITIONAL EXPERIENCE

Benefits Enrollment Counselor/Contractor. Conducts benefit enrollment meetings on employers’ behalf. Assists employees throughout the benefits election process, answering questions and providing support to aid in decision-making which includes promoting voluntary benefits such as term life, accident, and critical illness insurance coverage.

EDUCATION, LICENSES, CERTIFICATIONS AND CONTINUING EDUCATION (CE)

Criminology: Ohio University, Athens, OH

Kansas Insurance License: Life & Health Insurance, State of Kansas

Certified in Flexible Compensation (CFC): Employers Council on Flexible Compensation (ECFC)

Kansas Life, Accident & Health Producer License: State of Kansas, A.D. Banker & Company, Overland Park, KS

Kansas Cosmetology License: Kansas Board of Cosmetology

Certified Trainer: “8 to Great”, The Powerful Process for Positive Change, MK Mueller, Overland Park, KS

CE: Partnerships Related to 125 Plans; COBRA changes; Enhancements to IIAS; Universal Pension: IRA Basic/Advanced

CE: Fraud and Robbery Training, Kansas City Police Department and Immigration Office, Kansas City, MO

HONORS AND AWARDS

Selected as HSA Specialist to support client customer base, WageWorks

Perfect Attendance Award, Community America Credit Union, seven consecutive years

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