1. Cicely Rivers
8364 Carolina LaurelCt Home: (704) 516-8349
Charlotte, NC 28215 Cicely.rivers@gmail.com
Professional Summary
Diligent and driven FinancialServicesProfessional who has achieved success in a variety ofroleswith increasing levels
of responsibility.An effective communicator and team-builder with strong analytical and time managementskills.
Core Qualifications
Adaptive HR policy and procedure knowledge
Excellent interpersonal skills Report generation and analysis
Skilled multi-tasker Insurance eligibility verification
Advanced Microsoft Office skills Family lawfamiliarity
Case management Commission and Billing experience
Experience
Client Compensation Technology Specialist 10/2013 - Current
LPL Financial Charlotte, NC
Created email correspondence templatesused by our team to simplifyservice request communications
Responsible for creating and updating procedure manualsused for training and dailyprocessing purposes
Use of BETA, IBPM, Infinite I 21, BranchNet, Oracle,Excel, Siebel,Documentum,Xtiva, MicrosoftAccess, and
Business Objects to locate specific information used to verifyand complete tasks
Complete commission processing updates,end ofmonth closing tasks, and processdaily transaction
corrections, account balancing, payment reconciliation and accountresearch
Policy Services Specialist 03/2010 - 07/2013
The Hartford Charlotte, NC
Exceeded processing metricsin paper processing and phone service environmentby 30% for complexlevelII
requests
Successfully retained an average of 50% cancellation requests while working as a part ofescalation team
Served asgroup leader for employee survey panel during JD Power Customer Service Award recognition
process
Re-write outdated procedures, test new procedures and provide written feedback to quality team and management
regarding anychanges needed
Provide coverage, billing or commission payment information to agentsand process policy changeswhile
working with Underwritersto identifyrisks, minimize losses, maximize coverage and recommend additional
products
Client Services Representative 10/2011 - 01/2012
Axa-Equitable Charlotte, NC
Created training chart to help classmatesmemorize 25 investmentand insurance products
Communicate information regarding life insurance policies and investment products in a timely fashion
Empathize with and use discretion when discussing policy or investment specific information with callers
experiencing various stressful life events
Analyze callers needs, gather appropriate information and utilize multiple systems to ensure calls are routed to
correctdepartment and requests are processed in a timelymanner
Ability to use guides and complexformulas to determine benefit levels, claim payouts,and transfer options for
various products.
Legal Assistant 04/2009 - 12/2009
AttorneyShantrellWilliams Charlotte, NC
Completed Paralegal Professional Training offered by Mecklenburg CountyCourtSystem
Created excelspreadsheet to maintain and quickly identify community resources available to clientsand their
families
Increased monthly work load threshold by 3 casesgenerating an average of$3,600 dollarsin additionalincome
per month

2. Perform research and interviewclients and 3rd parties to gather information for courthearings
Adhere to localjudicial system's filing guidelines byusing appropriate language in documents and submitting
specific information to courtsand allpartiesinvolved within specified time frame
Credit Account Specialist 02/2009 - 09/2009
GE Financial Services Charlotte, NC
Exceeded Account Security goal during first 90 dayswith an average of 4 salesa week
Servicing business and individualretail credit accounts using active listening skillsto address and resolve
concernscommunicate account terms and update accountwith notes within 3 minutesor less
Reviewaccounts for credit line increases, fee removal,promotionalexceptions, purchase approvals and authority
to release confidential information to various callers
Manage inbound call workload to allowtime for outbound calls related to collectionsaccounts.
Reimbursement Counselor 01/2006 - 09/2008
The Lash Group Charlotte, NC
Regional representative for on-site physician office visits to discuss company services and benefits ofenrolling in
program
Completed denied claims research and appeal process resulting in $14,500 paymentto high levelprovider
Trained seasonal staff and newhireson productand reimbursementprocess
Reimbursement assistance contact for approximately180 physicians and their staffproviding IV infusion services
Manage insurance verification call list, denied claims research and prior authorization reviewcalls to ensure
timely and accurate reimbursement for services provided
Maintain current knowledge of health insurance coverage trends and financial assistance programs and
communicate any changes to relevant parties that impact patient responsibility or treatmentplans
Human Resources Administrator 04/2004 - 09/2006
Hecht's Charlotte, NC
Transitioned from seasonal worker to HRA role within 2 months
Managed HR office during hiring process for HRM
Resolve payroll, benefits, FMLA, PTO, and scheduling concerns for approximately200 retail employees and
management staff
Report changesregarding current or newemployees, input approved schedulesor shift changesand
review/approve time sheetsweekly using various internalHR systems
Conductpre-interviewscreening for job applicants,perform background/employment verification checks on all
newhires and facilitate newhire training program and on-boarding process
Case Manager 03/2005 - 01/2006
Mecklenburg CountyDSS Charlotte, NC
Compiled spreadsheet with communityserviceslisted and update monthly for distribution during team meeting
Volunteered to assist with emergency assistance reviews for Hurricane Katrina victims temporarily residing in
Mecklenburg county
Process re-certifications, newapplications and case changesfor 350 Food Stamp Cases and provide written
notice regarding case status based on state and agencyprocessing time frames
Research and verifyinformation necessary to determine eligibility for public assistance programs and referral
services
Education
Bachelor of Arts: New England College - Sociology 2017
NE
Committees
Social Committee, Member- Encourage employees to collaborate acrossdepartmentsfostering a sense of togetherness
and providing a boost the overallmorale on our team by hosting varioussocial celebrationsand gatherings in office and
off-site.
Ski lls
Collaborative team player with strong communication,decision-making,a positive mindsetand excellenttime
management abilities.