Manage an extensive portfolio of pension retirement and termination leads,contacting clients to meet with them, discuss their options, and answer relativequeries.Generate, review, and process AML documents, ensuring that all necessary documentsare accurate according to compliance standards.Build relationships with clients by providing guidance, advice, and recommendationsacross all BF&M pension, health, and life insurance products.Oversee the functions of the Client Relations Associate team, serving as a point ofescalation and information.

Assist both clients and the Client Relations Managers with the collection and processing of AML/ KYC/ FACTA documents in alignment with compliance policies and procedures.Issue and process paperwork pertaining to new policies, new enrollments, fund withdrawals, and policy terminations, ensuring that all submitted forms are completed correctly according to compliance requirements.Managing incoming client calls and resolving immediate queries in regards to Pension, Life Insurance, and Health Insurance for both group and individual clients. Managing the incoming Customer Care emails, ensuring that all clients were assisted and had their matters resolved in a timely fashion. Resolve disputes and escalate discrepancies on behalf of policyholders.Demonstrate expertise on BF&M products and services to ensure customers feel supported and comfortable throughout their experience. Maintain a good working relationship with Client Relations Managers, and collaborate with the Pension Administration team in Bermuda and Halifax to ensure customer queries are addressed and solved.

• Answer the switchboard in a professional manner and direct callers to the proper individualor department.• Assist callers with any immediate queries concerning changes in policy, hours of operation, and representative availability.• Deescalate frustrated customers and serve as a liaison between customer and departments to resolve issues. • Maintain updated and accurate Office Directory

• Support the management team by assisting with all in-store management duties in the event of absences. • Keep updated records of employee timesheets, including tardiness and absences.• Produce and distribute daily inventory, end-of-day, and kiosk reports. • Serve as a resource for any inquiries and queries that customer service representatives may have by being knowledgeable about all products and services and staying abreast of changes to the company polices and offerings.• Find and offer solutions to resolve customer escalations, upholding the company policy while simultaneously meeting the customer’s needs.• Manage a high-volume workload in a deadline driven environment.• Diffuse and resolve various volatile customer situations while maintaining the balance between the interests of the company and customer satisfaction. This resulted in being the highest complimented sales representative in early 2017.• Make service changes, recommend service options, and schedule installations for phone, television cable, and internet lines • Resolves over 200 inquiries monthly, including billing issues, installation scheduling, product information, and numerous other matters.• Consistently meet or exceed supervisor expectations, which resulted in elevation to senior customer service representative and interim assistant manager after only one year of employment.• Viewed as an exceptional team member, and often asked to train new staff on the processes and procedures.

• Processed guest arrivals and departures, including all necessary payments. • Greet numerous visitors, including VIPs, vendors, and interview candidates.• Oversaw guest registration, reservations, and other clerical duties with a focus in quality and courtesy.• Scheduled reservations and secured transportation for guests, making recommendations where necessary. • Recorded guest comments or complaints referring customers to managers as necessary.• Answered inquiries pertaining to hotel services guest registration and travel directions or make recommendations regarding shopping dining or entertainment.

• Oversaw receptionist area, including greeting visitors and responding to telephone and in-person requests for information. • Coordinated inventory, office supplies, and travel arrangements for staff. • Managed the day-to-day calendar for two senior executives. • Prepared workbooks and teaching material for seminars and classes. • Organized and maintained electronic and physical filing system.• Created and edited PowerPoint Presentations used for teaching and seminars.